The Wine Spill

[Pleb Status]

I was travelling recently A330 J transcon* when a FA spilled more than half a glass of red wine all over my pants and J seat. The FA was completely at fault, as no other person or external factors (turbulence etc) were involved.

Luckily, as I was travelling HLO, I was able to change my pants and other 'items' etc. However, as J was full, I had to sit in the same wet seat with a blanket for separation for the remaining two and half hours of the flight, smelling like a drunk (that stale red wine smell) and with limited recline due to the fear of contamination of my only set of clean clothes remaining (as what parts of the seat were wet and what were not was very unclear in the dark). Doing laundry once I arrived at midnight is also not part of the J experience one would think.

After the incident the CSM came down to apologise and this was accepted. However after that, no member of the crew spoke to me at all for the reminder of the flight or upon exiting the aircraft. I thought this was particularly poor service considering I had been inconvenienced by their actions and even an upgrade to J is not cheap.

I originally wrote the episode off as a 'these things happen' experience but upon reflection, am I letting them off a little too easy? What have others done in the same situation? It would have been more of an issue if I was not HLO but should they get credit for that?

* the actual airline is irrelevant here, but feel free to guess as my J flights have been about 60/40 in the recent past.

 

[samh004]

If you feel you are owed something extra (not suggesting it, just saying) then you could always send an email. They might just throw points at you.

 

[Mattg]

I recall someone receiving a bottle of wine by way of apology after they had guava juice spilt on them by the FA in J. While you probably didn't really want any more wine in this case, I do think that you should have been given something for your inconvenience.

FWIW, I complained by email that there was no IFE on my last QF 717 flight from SYD to CBR (no iPads on board and Q-Streaming wasn't working) and a couple of days later received 5,000 points as compensation. I would expect a similar gesture may be offered if you contacted the relevant airline.

By the way, I don't necessarily feel that the airline is irrelevant here - QF and VA both have different processes when it comes to compensation and complaint handling.

 

[Happy Dude]

I had a whole glass of pre-take off champers knocked on to my lap by the dude in the next seat in F on MH. I spent the whole flight damp and stinking as you describe, the champers "ran-out" in the cabin (ie I was cut-off), and the whiff was noticed by customs too. As it was, and is, my only long haul F experience, and it was a op-up, I do remember thinking I'm glad I didn't pay for this privilege. You're right to be cranky IMO.

 

[whughes3]

Some years ago an FA spilt some coffee on me in international J; gave me a bottle of bubbly (Piper Heidsieck IIRC) to placate me, which it indeed did! I agree with samh004, if you file a written complaint you will probably get a dollop of points.

 

[Pierre_a]

Some years ago travelling LHR - MEL on BA in Y I had a FA spill the contents of a glass of red wine over me during the first meal service. Her instant reaction? "Don't worry, you need white wine to get the stain out" and she promptly pored half a glass of white on me for good measure. I'm not sure if she was trying to be funny or if she genuinely thought she was helping.

I spent the next twenty hours stinking of cheap wine!

Despite this, they were the best crew in Y I've ever experienced- chirpy and fun.

 

[teamhamsandwich]

Accidents happen. Let it go.

 

[N860CR]

Airlines aren't very good at handling this sort of thing. Years ago my partner copped the entire tray of predeparture juices on an RJ flight in business after the FA tripped on the carpet. Nearly lost a passport and an iPhone (they tried ok, fortunately) however he was soaked and ended up changing into a pair of running shorts (which wasn't the best way to arrive in the country we were traveling to).

FA was apologetic however the purser (who was a male Jordanian) actually walked up during the flight and said "it was your fault".

Follow ups with RJ were a waste of time.

It's not a good attitude, but just let it be. Airlines don't do customer service well.

 

[Pleb Status]

I will go with my first instinct which was to write it off as a bad experience, plus dealing with QF customer relations can be more hassle than it is worth sometimes .

 

[blackcat20]

I was travelling recently A330 J transcon* when a FA spilled more than half a glass of red wine all over my pants and J seat. The FA was completely at fault, as no other person or external factors (turbulence etc) were involved.

Luckily, as I was travelling HLO, I was able to change my pants and other 'items' etc. However, as J was full, I had to sit in the same wet seat with a blanket for separation for the remaining two and half hours of the flight, smelling like a drunk (that stale red wine smell) and with limited recline due to the fear of contamination of my only set of clean clothes remaining (as what parts of the seat were wet and what were not was very unclear in the dark). Doing laundry once I arrived at midnight is also not part of the J experience one would think.

After the incident the CSM came down to apologise and this was accepted. However after that, no member of the crew spoke to me at all for the reminder of the flight or upon exiting the aircraft. I thought this was particularly poor service considering I had been inconvenienced by their actions and even an upgrade to J is not cheap.

I originally wrote the episode off as a 'these things happen' experience but upon reflection, am I letting them off a little too easy? What have others done in the same situation? It would have been more of an issue if I was not HLO but should they get credit for that?

* the actual airline is irrelevant here, but feel free to guess as my J flights have been about 60/40 in the recent past.

Did they at least offer to cover the cost of dry cleaning? If not, I would be in touch to ask for as much.

 

[Cruiser Elite]

I will go with my first instinct which was to write it off as a bad experience, plus dealing with QF customer relations can be more hassle than it is worth sometimes .

Pleb IMHO it would have taken no more effort to send off an email to QF than it did to post here - QF would have been my first port of call without doubt and if I was you still would email them - nothing ventured nothing gained.

 

[graxx]

My last problem with Qantas was met with a pat on the head and a too bad....
Not worth the effort of complaining, even if you are a very long-time user of their declining service.
Nice they are making record profits.

 

[Mattg]

FA was apologetic however the purser (who was a male Jordanian) actually walked up during the flight and said "it was your fault".

:shock:

That's shocking customer service.

 

[blackcat20]

I once wore a full drink on the old DJ when the guy in front reclined suddenly, sending my drink flying off the drink tray. FA handed me some paper towel and laughed "no more for you". So not only did I get to sit in wet clothes and a wet seat for two hours, but I lost the drink I'd paid for and the airline nor the responsible pax offered me another one. Its something that airlines really need to handle better.

 

[Deleted member 29185]

Accidents happen. Let it go.

Yes accidents do happen, but the recipient does not necessarily need to be the one paying for it. At very least, a laundry fee (or goods or points to a similar value) should be offered. If the strain didn't come out, then a new set of clothes may be warranted.

 

[kermatu]

While accidents happen, if the recovery isn't good enough (which seems to be the case here) then I would certainly lodge feedback with QF.

Every crew will be different but I would have thought something as common or predictable as a FA caused wine spill would have some standard recovery / offer protocol (eg points, a bottle of wine, laundry costs). But the protocol is probably just apologise and hope the pax doesn't make a fuss.

 

[prozac]

My last problem with Qantas was met with a pat on the head and a too bad....
Not worth the effort of complaining, even if you are a very long-time user of their declining service.
Nice they are making record profits.

Don't expect any better from Virgin. My horror experience with them was met, not with an apology but an excuse and closing ranks to protect their sub-standard trained FA.

 

[Myrna]

Moons ago I was in J middle seat a flight attendant spilled red wine on my jacket as she passed it to the pax next to me. But as I travelled on staff benefits so no offer of dry cleaning! I can never understand why flight attendants always serve drink with glasses full to the brim. It would be better, just in case of turbulence or unsteady hands, to fill the glasses just more than half when serving?

 

[docjames]

J on AA and the adjacent pax spilt 3/4 glass of red all over me.

FAs very helpful, towels (cloth napkins) to soak up and then offered me soda water to rinse out clothes in bathroom (I had change in carry-on).

The pax handed me $30 cash (US) to dry clean clothes when I got to hotel.

 

[Scimitar]

If you are not at fault, assistance to clean up and dry out PLUS dry cleaning/laundry costs should be the minimum protocol.

If nothing is forthcoming, certainly escalate it either to the CSM on-board or HO after landing.
Accidents do happen, and the challenge for the service provider is how they rectify the situation.

Unfortunately, we are considered as 'self-loading cattle' more and more these days, especially down the back!