No IFE whole QF20 MNL>SYD flight

[k_sheep]

You're kidding. Did you pursue it?

I sent feedback via the online system, just got a reply saying sorry, we've fixed it now, thanks for flying.

Was on an AA points booking so that may have something to do with it.

 

[neon_crossing]

I sent feedback via the online system, just got a reply saying sorry, we've fixed it now, thanks for flying.

Was on an AA points booking so that may have something to do with it.

Wow a gold in F got zilch, what chance does a bronze in J

Did you actively ask for compensation in your feedback?

 

[hm520]

IFE....another computer driven system that sometimes causes more trouble than it's worth.

It's common for a % of seats to just drop out/play up, etc. Sometimes this can be fixed by a reset of the individual seat. If that doesn't work, then resetting the entire pax system is necessary, and it can take a long time. 20-40 minutes rings a bell. And whilst it might fix the offending seat, it's just as likely drop some others out. There is a further level of reset available on the ground, but that pretty well involves shutting down the entire aircraft, and not only will it take quite some time to come back to life, but it has a nasty habit of causing things (unrelated to IFE) that were previously working nicely to then play up.

Sometimes I dream of analogue.....

How often is it necessary for the entire system to be reset? On a recent flight from LAX an announcement came over the PA stating that >60% of IFE wasn't working (mine was, in J) and could everyone be understanding while they did a full reset. It took approx. 15-30 minutes for things to be operational again. I'm not aware if they had any success in fixing the issue or not.

 

[jb747]

How often is it necessary for the entire system to be reset? On a recent flight from LAX an announcement came over the PA stating that >60% of IFE wasn't working (mine was, in J) and could everyone be understanding while they did a full reset. It took approx. 15-30 minutes for things to be operational again. I'm not aware if they had any success in fixing the issue or not.

Partial resets would happen on just about every flight (i.e. a seat or two). Like your home computer, it normally fixes things.

Full resets in flight are much less common. Fairly rare. Mostly it fixes the issue too.

 

[k_sheep]

Wow a gold in F got zilch, what chance does a bronze in J

Did you actively ask for compensation in your feedback?

No, that seemed crass and I didn't expect it would be necessary. It seems I was mistaken.

 

[neon_crossing]

UPDATE:
This is their 'response':
"Dear Mr neon_crossing,
I was disappointed to hear that your experience with Qantas did not reach the high levels we expect of ourselves – for this I apologise. We work hard to ensure that every time our customers walk off the plane, they have great things to say about our airline. Your feedback has been escalated to the relevant area to ensure we continuously improve your experience. I appreciate the time you’ve taken to let us know where we can improve and hope that your next flight with us is an enjoyable one.
Warm Regards,
xx_xx_ "

Is it me or is this deliberately a tactic to be as vague as possible making out they are escalating it higher when in fact they are not going to do anything further?

 

[MEL_Traveller]

UPDATE:
This is their 'response':
"Dear Mr neon_crossing,
I was disappointed to hear that your experience with Qantas did not reach the high levels we expect of ourselves – for this I apologise. We work hard to ensure that every time our customers walk off the plane, they have great things to say about our airline. Your feedback has been escalated to the relevant area to ensure we continuously improve your experience. I appreciate the time you’ve taken to let us know where we can improve and hope that your next flight with us is an enjoyable one.
Warm Regards,
xx_xx_ "

Is it me or is this deliberately a tactic to be as vague as possible making out they are escalating it higher when in fact they are not going to do anything further?

Hmmm. This sounds like a 'no further action' to me. If you had asked for compensation in the original letter they would have probably addressed that issue.

 

[Quickstatus]

Hey guys.
Just completed a trip to Japan (AA award) in J and routed back through Manila for a night (awful decision, really disliked Manila) and boarding was delayed about 15 minutes then at the gate the Qantas ground crew announced that the reason they were delayed is that the IFE has stopped working and they would not be able to provide it on the flight. It was one of the new reconfigured J A330's (had one on SYD to SIN on the way up also, really a good lie flat product).

So that is a 8 1/2 hour flight. No IFE. They did have a stack of extra magazines for the flight.

Many question is: Is it reasonable to expect any kind of compensation? I've heard of people being compensated if their personal IFE doesn't work on a flight and they can't be moved. But I've never heard of a whole plane not being able to use it?

Anyone else experienced anything similar?

Thanks in advance.
-NC

Compo if any will be in the form of Qf points but you are technically an AA customer first with QF as a third party so you may be put in an endless ping pong game between Qf and AA.
The 15 minute delay is nothing.
Were the extra magazines in the genre of No idea (oops New)_ - if so I would be definitely be asking for compp for mental anguish.

 

[MEL_Traveller]

Compo if any will be in the form of Qf points ...

could be a $$ flight voucher. Or even cash.

IFE is a paid for service, if you don't receive it you should get some money back.

 

[Quickstatus]

could be a $$ flight voucher. Or even cash.

IFE is a paid for service, if you don't receive it you should get some money back.

cash/customer care voucher would be nice. However the ticket was paid for in points, and all airlines will say points do not have a recoverable monetary valye.

i only got points for a droopy Skybed even when thst was a paid revenue ticket and the seat was a much marketed item of QF J class

 

[dajop]

cash/customer care voucher would be nice. However the ticket was paid for in points, and all airlines will say points do not have a recoverable monetary valye

How things have changed in the last ten years. In 2006 we suffered inoperable IFE for a substantial period from SIN-FRA, award ticket in J, and both given DF vouchers on the spot by cabin manager. It used to be common for duty free vouchers (not cash type vouchers or points) to be handed as standard practice. Not so any more it seems. I guess it is difficult when the problem affects the entire plane.

 

[MEL_Traveller]

cash/customer care voucher would be nice. However the ticket was paid for in points, and all airlines will say points do not have a recoverable monetary valye.

i only got points for a droopy Skybed even when thst was a paid revenue ticket and the seat was a much marketed item of QF J class

I know customer care vouchers are given out for award bookings.

 

[neon_crossing]

If you had asked for compensation in the original letter they would have probably addressed that issue.

I did. That is why that copy and paste response seems very confusing.

 

[get me outta here]

What is a customer care voucher actually?

I don't like reading on planes and really look forward to the IFE and would be particularly disappointed if it was US. I would put it up there with food.

I know customer care vouchers are given out for award bookings.

 

[opusman]

If you booked through AA you should complain to AA, imo. And next time, take an iPad.

 

[MEL_Traveller]

What is a customer care voucher actually?

I guess it was a customer care voucher? - one of those things issues like an old paper ticket that has a dollar value which can be used for future travel.

 

[get me outta here]

I don't wish to watch movies on my mini ipad.

If you booked through AA you should complain to AA, imo. And next time, take an iPad.

 

[opusman]

I don't wish to watch movies on my mini ipad.

A commendable and thoroughly pragmatic attitude. At least you'll have the purity of your beliefs to sustain you while you're sitting there bored with nothing else to do.

 

[get me outta here]

I think you may be a tad judgemental

A commendable and thoroughly pragmatic attitude. At least you'll have the purity of your beliefs to sustain you while you're sitting there bored with nothing else to do.

 

[neon_crossing]

And next time, take an iPad.

Should I take a packed lunch next time incase they don't have any food?

Or when they announce there is no food or beverage on the plane 5 minutes before we board and they give me a slice of bread and a bottle of water, that should make it all ok?