Consensus on points compo for failed IFE

[wildbill]

My story - SFO-AKL with Air New Zealand 2013 - plane was full the day after they lost the America's Cup and a 747 as well.
Well not only did my IFE not work after the meal my overhead light would not turn off.
So had my eyeballs burnt for the rest of the flight - being a combination of a nervous flyer and a light sleeper I was pretty sad by the time I arrived back in oz.
Anyway compensation - what's that?

 

[jveevers]

My story - SFO-AKL with Air New Zealand 2013 - plane was full the day after they lost the America's Cup and a 747 as well.
Well not only did my IFE not work after the meal my overhead light would not turn off.
So had my eyeballs burnt for the rest of the flight - being a combination of a nervous flyer and a light sleeper I was pretty sad by the time I arrived back in oz.
Anyway compensation - what's that?

Happened to me on PER-SG, gave me $200 DF voucher.

 

[sevenfourtyseven]

3,000 points compensation provided for IFE failure (the whole plane) on PER-MEL 787 flight. Took six weeks of follow ups before a response was provided though.

 

[juddles]

Ok, that's an expensive fare (I note LATAM is currently offering full business class, via AKL, for less than the price of your PEY ticket).

Perhaps consider sending your third paragraph to Qantas, which clearly shows the impact on your travel experience. If they don't know the impact they may not know how to compensate you accordingly.

Yes, I have now conveyed a bit more detail to QF

As for the Latam flight, where can I find that? It sounds great! For my next dates on the Latam site it is showing SCL-SYD-SCL as $5000+ USD??

 

[juddles]

You appear to have misunderstood what I have written. At no stage did I indicate that you would sell your points. In fact any such discussion is contrary to AFF rules. From the Qantas perspective you were offered $335 worth of compensation. It would be unwise to use those points for gift vouchers as that offers very poor redemption value but that is your choice to make..

I'm also starting to wonder what you hoped to gain from this thread. You asked for a consensus on what the compensation should be for your experience. You've received a number of responses and each time you got something you didn't think was fair you've offered a retort. You clearly already knew what you were looking for from Qantas and aren't happy to accept other view points and are merely seeking support for your increased claim from Qantas. In any case I stand by my first post and do not intend to comment further.

Sorry Dr Ralph, it appears we both misunderstand each other. I did not mean to express any desire to sell points or redeem them for gift vouchers - I know the former is illegal, and the second is not a good use of them. I just meant to highlight what Qantas value them at for redemptions.

In relation to me offering a "retort" to each post I disagree with, I apologize. I truly think that the 10k initially offerred was not right, so my retorts were my convoluted (and maybe emotional) intents at explaining more why I feel the way I do. But reading your thread and looking back now at the flow of posts and my arguing, I can see your point.

Cheers,
Juddles.

 

[RichardMEL]

The question I have to those suggesting to take business elsewhere is...

is 10K points (the difference between getting 10k comp vs 20k comp) really worth changing business to another airline/alliance specially if the timings/options/prices are possibly worse (or maybe better, it's a very individual case).

Sure, it's each consumers choice to decide yeah they pissed me off that muych I'm voting with my dollars (and I do agree that QF won't bat an eyelid at the lost revenue/high yield pax because they seem to act that way) and I'm not disputing that, but let's face it, NZ currently have their own product problems with the 789 engine groundings and the subbed in 340's.

My point being that shyte happens on ALL carriers... and it's not like juddles can claim QF made no effort to acknowledge the service failure or address it promptly (by the end of the flight). I understand 10K points is not considered reasonable by him, and that's fine but honestly... it's not like they did nothing and didn't make an attempt at prompt service recovery. He can't get those 12 hours back or whatever, but would moving business make a lot of sense (unless it would for other reasons such as BFOD, schedule or even status reasons - all things that have nothing to do with this one experience)

my two cents

 

[juddles]

The question I have to those suggesting to take business elsewhere is...

is 10K points (the difference between getting 10k comp vs 20k comp) really worth changing business to another airline/alliance specially if the timings/options/prices are possibly worse (or maybe better, it's a very individual case).

Sure, it's each consumers choice to decide yeah they pissed me off that muych I'm voting with my dollars (and I do agree that QF won't bat an eyelid at the lost revenue/high yield pax because they seem to act that way) and I'm not disputing that, but let's face it, NZ currently have their own product problems with the 789 engine groundings and the subbed in 340's.

My point being that shyte happens on ALL carriers... and it's not like juddles can claim QF made no effort to acknowledge the service failure or address it promptly (by the end of the flight). I understand 10K points is not considered reasonable by him, and that's fine but honestly... it's not like they did nothing and didn't make an attempt at prompt service recovery. He can't get those 12 hours back or whatever, but would moving business make a lot of sense (unless it would for other reasons such as BFOD, schedule or even status reasons - all things that have nothing to do with this one experience)

my two cents

Now I have calmed somewhat, your post pretty much sums up most of my current feelings. The 10k would never make it all better, and I know deep down QF are not the best at this sort of thing and want to keep expectations down. The CSM on the flight was very good, and I highlighted this in my emails to QF.

Possibly a deeper issue for me is that I have always been (as a certain AFF member recently described me) a bit of a QF "fanboi". I already pay a premium on my most significant route SYD/SCL to travel on QF tickets. Latam has beckoned for ages, as I can fly the same planes and crew with either airline due to their codeshares, and Latam is now often far cheaper. But I have held fast with QF, against much common sense that would dictate the opposite. So maybe that devotion added insult to injury in this whole matter.

 

[RichardMEL]

I suppose most of us who visit this forum and contribute to it are to one degree or other fanpeeps (we do have female members who may not appreciate the "boi" part ) - on the "QF Spectrum" if you will and for many reasons from company travel policies to being in a place that only QF serve (ie: litttle choice) or having a thing about flying the "flag carrier" or whatever.

So yes, I suppose if your "beloved" lets you down it will hurt more than if it's a friend you kinda casually know but shouldn't rely on too much (for me that's UA ) ... I definitely get your point.

I guess in terms of our devotion to a brand, a company or even people with that company it's a very personal thing if people will or will not change, or even if they can. It's indivdual to each individual

As much as QF frustrates me at times with it's consistnet inconsistency over the course of tens to hundreds of flights, the vast majority are uneventful, on time and just what one expects. A small number have snafus like any airline, and a small number involve outstanding experiences from inflight or ground crew or even tthings like catering.

Probably the best middle ground for customers is basically BFOD/BSOD (schedule) as opposed to blind loyalty that comes at a premium, but that's very simplistic when you consider that someone may have other goals apart from just getting from A to B (eg: status considerations, in flight prodct/hardware,lounge experietces, lifetime goals)...

each to their own. Carry on fanpeeps

 

[rayray]

Had no IFE for an Sydney -> Auckland flight. They restarted it like 5 times during the flight. Just got an email from Qantas apologising and offering an opportunity for me to provide feedback. I have to wonder what the point of the email was - all it does is remind me that there was a problem. Sounds like from this thread I should complain and hope for 5k-10k points.

 

[juddles]

Hi there all. Thanks for all the views and positions. What I take from this is that most are resigned to the unsound compensation that is the norm. This was the aim of the thread - to see what most other travellers accept. I really feel that the average was low.

I have been subject to a tad of friction here due to my poor communication skills (?). Yes, I argued against other posters. But I also argued (separately) with Qantas. And I won a bit in my fight there.

very weird, Qantas came thru, am happy there, but expectations via AFF were lower!!! Who exactly is it that forces most to get cough?

 

[RichardMEL]

OK Juddles so what more has QF coughed up?

I'd note that some of us felt 10K was acceptable in the situation. It's totally fine that you and others, felt more was required - it's kind of subjective I think.

Glad you're happy(or happier at least) with the outcome

 

[Buzzard]

Was thinking the same, what have Qantas offered?

 

[juddles]

OK Juddles so what more has QF coughed up?

I'd note that some of us felt 10K was acceptable in the situation. It's totally fine that you and others, felt more was required - it's kind of subjective I think.

Glad you're happy(or happier at least) with the outcome

Not "happy", maybe slightly happier. But in total was a fail in the QF/Juddles relationship. I originally sent an email to the P1 team expressing my dissatisfaction - they replied that they were forwarding it to whoever. That whoever were the ones that really irritated me - trying to use the points I would gain in any case due to my status and class of service as though they should be included in the "compensation" calculation. And they stood by the 10k that I was given on board. I replied with my lack of enthusiasm about this, and then got another email from someone else "thanking me" for bringing to their attention the failure in the flight, etc. Usual, canned, impersonal drivel. (How hard is it to actually read two emails and understand what upset a customer and tailor a ten second response that actually fits??) This person advised that I would get 20k points - the 10k given onboard and another 10. These arrived in my account within 24hrs. I did not reply to the email. Don't want to waste more time right now. But I may send them an email followup in a year:

I have already got booked flights for the next couple of months that will keep me P1 through to Dec 2019. This incident has burst my QF fanboi bubble. So will be giving LATAM / Air New Zealand a go from now on for new bookings. So in a year, IF I still care, I may highlight to QF that this was what they did to me now, and that from that date they got zero income from me.

 

[RichardMEL]

btw I strongly agree that aligning compo to one's status and "points you have earned for the flight"(more or less thus equating to fare paid) is so so wrong.

It's like a P1 on a full J fare should get X but a nobody on an award.. what gets nothing?

I can handle if they declare a set amount of 10k points for an IFE failure on flights over 8 hours (or whatever) as one thing.. but tying it to the earn. That's insulting. I can sort of see the point and where they probably were coming from, or trying to anyway, but it's so clumsy it comes across as them saying "Hey be bloody glad we throew 10k points at you after you earned 15k" just sends the wrong customer service message.

I hope someone learns from this.. and by that I mean someone(s) within QF.

 

[love_the_life]

Had no IFE for an Sydney -> Auckland flight. They restarted it like 5 times during the flight. Just got an email from Qantas apologising and offering an opportunity for me to provide feedback. I have to wonder what the point of the email was - all it does is remind me that there was a problem. Sounds like from this thread I should complain and hope for 5k-10k points.

I wonder if that’s the same plane used for QF158 AKL to MEL today. The IFE did not work at all and in fact the flight left 18 mins late as they tried to fix it. The flight was appalling with no IFE. It was full (maybe 2 spare seats) and I was sitting near an under 18 male sporting team who without the IFE to keep them amused spent nearly 4 hours swapping seats, leaning over the backs of seats, loudly having a good time (and swearing profusely). Added to that was a crying/squealing baby 3 rows in front. No option to try and dull the sound! Also received the “sorry” email which looks suspiciously like an attempt to get away with just an apology. Think maybe I should complain and request some points.

 

[Danger]

. . . Think maybe I should complain and request some points.

Only if you can delete your FF number from your booking before doing so.

 

[prozac]

I wonder if that’s the same plane used for QF158 AKL to MEL today. The IFE did not work at all and in fact the flight left 18 mins late as they tried to fix it. The flight was appalling with no IFE. It was full (maybe 2 spare seats) and I was sitting near an under 18 male sporting team who without the IFE to keep them amused spent nearly 4 hours swapping seats, leaning over the backs of seats, loudly having a good time (and swearing profusely). Added to that was a crying/squealing baby 3 rows in front. No option to try and dull the sound! Also received the “sorry” email which looks suspiciously like an attempt to get away with just an apology. Think maybe I should complain and request some points.

Perhaps you should have videoed the goings on to set the scene so that they knew what you said was correct. Nothing like evidence.

 

[love_the_life]

Perhaps you should have videoed the goings on to set the scene so that they knew what you said was correct. Nothing like evidence.

Oh what a dumb blonde (grey) - that would've been a great idea. Unfortunately I was too busy fuming inwardly! I did turn around to the swearers behind and tell them to 'Give it a rest' or words to that effect!
Actually one of the little darlings (17 year old probably) somehow managed to unhook the back cushion from his seat and wave it around a bit. The there was was one who was dared to go into Business class.....
I was stuck in Y on this flight and it reminds me why I hate Y.
To round out the excellent experience, Melbourne domestic QP was every man for himself - chockers, but at least the dragons were checking and turning away guests. It would have been worse; as it was there were no seats. Remember what BNE was like on Friday nights? And to add insult to injury, they ran out of tonic!

 

[prozac]

Oh what a dumb blonde (grey) - that would've been a great idea. Unfortunately I was too busy fuming inwardly! I did turn around to the swearers behind and tell them to 'Give it a rest' or words to that effect!
Actually one of the little darlings (17 year old probably) somehow managed to unhook the back cushion from his seat and wave it around a bit. The there was was one who was dared to go into Business class.....
I was stuck in Y on this flight and it reminds me why I hate Y.
To round out the excellent experience, QP was every man for himself - chockers, but at least the dragons were checking and turning away guests. It would have been worse; as it was there were no seats. Remember what BNE was like on Friday nights? And to add insult to injury, they ran out of tonic!

It's hard when you are not a Gen Y.
I only thought of it after as well.

 

[love_the_life]

It's hard when you are not a Gen Y.
I only thought of it after as well.

LOL, so true.

At least I’m glad to hear Juddles got an improved compensation. That was a looong flight.