NO inflight entertainment on V Australia from LAX to SYD

[sqflier]

Recently flew in economy from LAX to SYD on VA2. To my horror my seat had no working inflight entertainment or reading light.! Crew were apologetic but could do nothing as the flight was full. Not sure if the nose end was though..So there I was in complete darkness after dinner service until the lights were on for breakfast service. Horrible!!!!!!!
I was asked to fill in the feedback form online on my return, which I have done. It has now been 3 weeks since my complaint, I rang the general V OZ number and was told that they were overwhelmed with issues and it would be 40days (total) until I would hear back!!! Does anybody have a phone number to the proper department. What would fair compensation be in your view?? I have my own view...But would like to compare thoughts....

Cheers Unhappy first time V OZ flier

 

[yngflyer]

This happened to us once on a flight PER-Hong Kong on Cathay- the IFE screen would work but no sound. We just slept instead- when getting off the place everyone was handed a US$50 duty free voucher! Not really the same as what happened to you but thought i would let you know!

 

[haydensydney]

I think logging the issue via feedback form is the best option here: VA have had a bad run of late so i'm not surprised with those timeframes. I would expect that some type of compensation would be provided, though: did you try to obtain compensation on the flight itself?

 

[sampa]

A few years ago i was on a SIA flight between SIN and MEL in y class and there was a block of 8 seats where the IFE screen would not start, after about 60 minutes we were handed us$ 50 cheques.I used mine to buy 2 bottles of duty free JD on board.After about 90 minutes the IFE screens starting working.

 

[sqflier]

I discussed the problem with crew and inflight surpervisor, they were apologetic and horrified as they said V OZ were so proud of their inflight system. Well, I will wait and see what they will offer me and let you guys know.
Cheers..

 

[simongr]

I personally wouldn't get agitated about the timing for compensation. As long as you have lodged your claim then it will get dealt with I am sure.

I have received $300 in travel vouchers from QF for a lack of IFE - but that was in Biz class so a much higher fare.

After multiple issues on QF and a lack lustre selection generally I have for many years now pretty much only watched movies/TV shows on my laptop/iPhone/iPad and now never rely on IFE.

 

[dk4]

After multiple issues on QF and a lack lustre selection generally I have for many years now pretty much only watched movies/TV shows on my laptop/iPhone/iPad and now never rely on IFE.

QF issues aside, I would be seeing red, if I wasn't, on VA.

My favourite part (other than gate 2 gate) is the USB slot (pictured above, in use from my seat) for listening to my own music* when the "electronics off" sign is lit.

(Top image = VA 777. Bottom Image = the promo-card within the boarding pass "house" issued at check-in.)

* pity it only plays mp3: these days music players really need to support WMA as a global standard! (And even wmv, divx & MP4 for videos, in the unlikely event that I want to watch one of my own.)

 

[pauly7]

I have received $300 in travel vouchers from QF for a lack of IFE - but that was in Biz class so a much higher fare..

I got exactly the same amount from QF but was flying economy.

I'd guess the OP should be expecting similar from VA.

Let us know how you go!

 

[JohnK]

It is unfortunate but it can happen. Hopefully VA will offer some compensation for the inconvenience you were caused on such a long flight.

I have received $300 in travel vouchers from QF for a lack of IFE - but that was in Biz class so a much higher fare.

I got exactly the same amount from QF but was flying economy.

I am not in a position to confirm or deny that I may have received a higher amount for lack of IFE flying QF economy.

 

[pauly7]

It is unfortunate but it can happen. Hopefully VA will offer some compensation for the inconvenience you were caused on such a long flight.

I am not in a position to confirm or deny that I may have received a higher amount for lack of IFE flying QF economy.

LOL... I was only flying trans tasman in my case FYI

 

[JohnK]

LOL... I was only flying trans tasman in my case FYI

Which means you probably recouped the cost of the flight. I am jealous....

 

[pauly7]

Which means you probably recouped the cost of the flight. I am jealous....

Technically I made money since it was a work funded trip! Yes I was happily suprised with the gift amount from QF...! That's all I'll say don't want to jinx myself

 

[ozmille]

I got exactly the same amount from QF but was flying economy.

I only got 200 from QF for no IFE in Biz. But system was only down from LHR to BKK (actually didn't even notice as I slept the whole way )

Mille

 

[sqflier]

Hi Guys...update...

Day 45 today and still no reply from V OZ.. I rang them on day 40 and was advised by phone rep "only thing I can do is to send an email to the customer relations team and hopefully bump you up in the queue, they are so busy that we are hiring temp workers in the customer service department. I am sure you understand".
No, actually I don't!!! I find it frustrating, there is NOBODY that I can speak with. I think it is remarkable that V finds this acceptable customer service. I am planning my next trip to LAX but it seems that it will have to be DL this time...

ANYBODY have a phone number for VA customer relations??????????
​

 

[samh004]

* pity it only plays mp3: these days music players really need to support WMA as a global standard! (And even wmv, divx & MP4 for videos, in the unlikely event that I want to watch one of my own.)

Really?

I think with the amount of iPod’s out there you might mean they should support MP4’s. WMA is awful, and not that popular. I hardly ever see it anymore. WMV I do a bit, but that’s video, and on the out too.

Hi Guys...update...

Day 45 today and still no reply from V OZ.. I rang them on day 40 and was advised by phone rep "only thing I can do is to send an email to the customer relations team and hopefully bump you up in the queue, they are so busy that we are hiring temp workers in the customer service department. I am sure you understand".
No, actually I don't!!! I find it frustrating, there is NOBODY that I can speak with. I think it is remarkable that V finds this acceptable customer service. I am planning my next trip to LAX but it seems that it will have to be DL this time...

It would be frustrating, especially considering your issue would be a very simple "we’re so sorry - here’s $50". I wonder how many of those complaints they’ve got though… :shock:

 

[sqflier]

GUYS this is the answer from V:

Thank you for your feedback, we appreciate that you've taken the time and effort to contact us with your comments and concerns. I apologise for the time taken to respond.

It is with regret to learn of the problems you experienced with the In Flight Entertainment system when returning from Los Angeles to Sydney on 2 October 2010. As I’m sure you can appreciate, despite our best efforts there will be technical issues with the system on rare occasions, however I am sorry to learn you have experienced issues on this occasion, particularly as it is such a lengthy flight.

Please rest assured that our cabin crew will do everything possible to offer assistance where they can. I understand the Flight Manager, attempted to assist, however unfortunately due to the flight being at capacity you were unable to be moved or offered alternate entertainment and I sincerely apologise for the disappoint caused as a result.

As a gesture of goodwill considering the circumstances, I have authorised a V Australia gift voucher to the value of $250AUD, as I understand you are looking to return to Los Angeles in the near future. Please allow up to 5 working days for the gift voucher to be emailed to you at

I thank you for taking the time to let us know of your experience, as it is only through receiving feedback such as yours that we can learn of areas for improvement. Your feedback has also been forwarded to our In-Flight Entertainment Manager for their internal information.

In closing, I once again thank you for taking the time to forward your concerns in writing and certainly hope any future dealings with Virgin Blue Group of Airlines are enjoyable in every aspect.

Kind regards,



Guest Relations Coordinator
Virgin Blue/ Pacific Blue/ Polynesian Blue/ V Australia

** it is so clear that half of the answers are cut n paste..I know I was a Y pax but really 14hr flt LAX_SYD night departure not even a reading light...gimme a a break!!!!!!!!!!!!!!
bad......

 

[yohy?!]

GUYS this is the answer from V:

Thank you for your feedback, we appreciate that you've taken the time and effort to contact us with your comments and concerns. I apologise for the time taken to respond.

It is with regret to learn of the problems you experienced with the In Flight Entertainment system when returning from Los Angeles to Sydney on 2 October 2010. As I’m sure you can appreciate, despite our best efforts there will be technical issues with the system on rare occasions, however I am sorry to learn you have experienced issues on this occasion, particularly as it is such a lengthy flight.

Please rest assured that our cabin crew will do everything possible to offer assistance where they can. I understand the Flight Manager, attempted to assist, however unfortunately due to the flight being at capacity you were unable to be moved or offered alternate entertainment and I sincerely apologise for the disappoint caused as a result.

As a gesture of goodwill considering the circumstances, I have authorised a V Australia gift voucher to the value of $250AUD, as I understand you are looking to return to Los Angeles in the near future. Please allow up to 5 working days for the gift voucher to be emailed to you at

I thank you for taking the time to let us know of your experience, as it is only through receiving feedback such as yours that we can learn of areas for improvement. Your feedback has also been forwarded to our In-Flight Entertainment Manager for their internal information.

In closing, I once again thank you for taking the time to forward your concerns in writing and certainly hope any future dealings with Virgin Blue Group of Airlines are enjoyable in every aspect.

Kind regards,



Guest Relations Coordinator
Virgin Blue/ Pacific Blue/ Polynesian Blue/ V Australia

** it is so clear that half of the answers are cut n paste..I know I was a Y pax but really 14hr flt LAX_SYD night departure not even a reading light...gimme a a break!!!!!!!!!!!!!!
bad......

So $250 then, doesnt seem too shabby... what percentage of your Y fare does that work out to?

 

[haydensydney]

So $250 then, doesnt seem too shabby...

+1.... I wouldn't be complaining if they gave me $250 for a one sector Y trip with no IFE...

 

[odysseus]

I wouldn't be complaining if they gave me $250 for a one sector Y trip with no IFE...

Agreed.

It's about 50% (could be more, could be less) of the economy fare cost for that sector, so seems a hugely generous offer to me.

 

[sqflier]

I paid AUD1098 for the return sector, so far less than 50%. anyway will book V again to LAX and see how I go this time..Off to BCN on SQ next week and have no worries about IFE not working!