Consensus on points compo for failed IFE

[craven morehead]

Not sure how to take this. Are they seriously including the points that I would accrue anyway " and had paid for " into their "gesture of goodwill" will cost QF about 50k in lost revenue. Will make me feel better, but really it is ridiculous.

Absolutely poor form from QF but no surprise I guess !! If I spent as much as you juddles I would be truly aggrieved.

 

[astrosly]

I had the same situation about 14 months ago @juddles, SCL-SYD in PE and no IFE the whole trip. Plane very full so limited options and no compensation offered. As a WP on the first written complaint I received nothing but an apology, on the second complaint I received no response but 3000 points "mysteriously" appeared in my QFF account. I felt the same as you for Qantas for some time afterwards.

If LATAM had PE I would always be flying with them on that route.

 

[love_the_life]

Well, I did fill out a webform for Customer Care pointing out that there was no IFE on my flight from AKL to MEL last week. Surprisingly I received a response today and 5000 points (I requested 8000 but am happy enough with what was provided). I can't help thinking though that if I hadn't contacted QF, they would have hoped that the email of apology was sufficient. Certainly if it had been a longer QFi flight I wouldn't have been happy with 5000 points and would've gone back to them again.
Anyway, a bit OT from Juddles original post but suppose it is interesting to find out what others have done/received for non-working IFE.

 

[Tryin Bingham]

Hi Juddles,
I think you make an important point - 'the staff were great at handling this'. The QF staff really are quite exceptional. FWIW, I've had IFE systems down a couple of times over the last year, the most recent being a J class flight LAX-SYD in late February. No compo, no suggestion of any for that matter.... I really would have liked to have watched the new Blade Runner film, but my body thanked me for the 'forced' rest.

I did write to QF Customer care (the email address is no longer valid) so I used the website contact portal.... that was more than 6 weeks ago.. and I've heard nothing back. To add insult to injury, I booked the flight less than 24hrs before the double SC promotion - which would have easily bumped me back into Gold status... alas, my renewal (birth) date was Feb 28 and I missed out on Gold by about 75 SCs.

So... I cry with you amigo.... less 10k points. Stay strong!

 

[juddles]

Hi Juddles,
.... I really would have liked to have watched the new Blade Runner film, but my body thanked me for the 'forced' rest.....

Apart from agreeing on the importance of staff management of such situations, I liked your comment re movie. I assume you have seen the original Bladerunner? Would be a shame to see the new before the original.....

 

[JohnK]

I've had different experiences through the years for failed IFE.

One time I was given $50 on board duty free voucher and $100 voucher when I provided feedback. Another time given a $50 voucher. The time with dad flying economy SYD-LAX in premium economy seats we were given a $400 voucher (2 × $200).

And there have been times where I've received nothing.

 

[ross11]

Compo should make reasonable amends. IMHO it is not (and should not be) a concept equivalent to a simple refund for a service or part of a service that was not provided.

Exactly. This is where the ME/Asian carriers have a leg up over QF. Its about making the customer feel valued I reckon - tone/responsiveness as important (if not more) than what is actually being offered.