Asiana Club - Broken IFE (in new F)

Flew ICN-LAX on 8/30 in F. Superb flight. I had forgotten just how dedicated OZ is to F pax.

But the IFE was broken, only allowing Korean language movies. I went out of my way for this flight (originating in NRT that morning). To whom should I address my concern?

Well, I wrote a letter via the website. Asiana responded quickly (twice). Here is the transcript:

Dear Asiana, I flew OZ 202 ICN-LAX (departure Aug 30) in First Class. While the entire experience was superb, the entertainment system was broken, and it only showed movies in Korean. Had I know, I would have prepared in advance. I was really looking forward to the promised new entertainment options on Asiana. I would like to give First Class another try, and I plan on purchasing a business class ticket in the near future. WIll Asiana consider putting miles in my account so I can upgrade my ticket? Many thanks!

Personal Information

First Name :
Last Name :
Email Address :
Asiana Club Account No. :604xxxxxx
_________________________________

Dear Mr. ZRS70,


Thank you for contacting Asiana Airlines. I received your message regarding our in-flight entertainment system.


I sincerely apologize for the malfunction which resulted in films only being shown in Korean. I know that it is a long flight from Seattle to Seoul and not having the comfort of being occupied with a good film would have made the flight very uncomfortable. Although we can not offer you enough mileage for an upgrade we will request 5,000 UA miles for your hardship, to be deposited into your account.


Thank you for your patronage of Asiana Airlines. I hope that you will have many more plesant trips with our airlines.


Sincerely,

XXX YYYYYY

Customer Relations

Regional Headquarters, The Americas

Asiana Airlines
___________________________________
Dear Ms XXX,

Thank you for your email. I appreciate your making the time to write. I have a clarification and a request.


1) My flight was not Seattle to Seoul, but rather Seoul to Los Angeles. This was in First class (which is not offered on the SEA route) in one of the newly configured First Class suites. I specifically chose this routing as I was eager to try the promised services of the new aircraft, including the new entertainment system!


2) I would rather have miles given to my Asiana account than my United account. My Asiana Frequent Flyer number is: 604XXXXXX


Finally, I don't think that 5,000 is sufficient. Last year, a similar problem occurred on British Airways. Without my asking, they deposited 20,000 miles into my account. I ask Asiana to do the same.


Many thanks,

ZRS70

__________________________________________
Dear Mr. ZRS70,


Thank you for your swift reply.

If you would like miles to be deposited into your Asiana Club account, the maximum amount of miles that we can offer you are 10,000 OZ miles. If you would like to accept this, please reply back saying so and I will follow take the necessary steps to do so.

I have taken the liberty of looking up your account. Your total account mileage balance is 55,000 miles. With the 10,000 we have offered it would bring you up to 65,000 miles. An upgrade to business or first requires 60,000 miles.

Thank you for your patronage of Asiana Airlines. I sincerely apologize for your discomfort once again and hope that the next time you fly with us, you will have a more pleasant journey.


Sincerely,

XXX XXXXX

Customer Relations

Regional Headquarters, The Americas

Asiana Airlines

Hmm.. it's actually the first time I've ever heard that Asiana (or Korean air) made compensation for not working IFE. I heard million times PTV's not working, but never seen any (OZ/KE).

i am wondering which email address you used since I tried emailing them and they never responded to my email over the web...

Well, I wrote a letter via the website. Asiana responded quickly (twice). Here is the transcript:

Dear Asiana, I flew OZ 202 ICN-LAX (departure Aug 30) in First Class. While the entire experience was superb, the entertainment system was broken, and it only showed movies in Korean. Had I know, I would have prepared in advance. I was really looking forward to the promised new entertainment options on Asiana. I would like to give First Class another try, and I plan on purchasing a business class ticket in the near future. WIll Asiana consider putting miles in my account so I can upgrade my ticket? Many thanks!

Personal Information

First Name :
Last Name :
Email Address :
Asiana Club Account No. :604xxxxxx
_________________________________

Dear Mr. ZRS70,


Thank you for contacting Asiana Airlines. I received your message regarding our in-flight entertainment system.


I sincerely apologize for the malfunction which resulted in films only being shown in Korean. I know that it is a long flight from Seattle to Seoul and not having the comfort of being occupied with a good film would have made the flight very uncomfortable. Although we can not offer you enough mileage for an upgrade we will request 5,000 UA miles for your hardship, to be deposited into your account.


Thank you for your patronage of Asiana Airlines. I hope that you will have many more plesant trips with our airlines.


Sincerely,

XXX YYYYYY

Customer Relations

Regional Headquarters, The Americas

Asiana Airlines
___________________________________
Dear Ms XXX,

Thank you for your email. I appreciate your making the time to write. I have a clarification and a request.


1) My flight was not Seattle to Seoul, but rather Seoul to Los Angeles. This was in First class (which is not offered on the SEA route) in one of the newly configured First Class suites. I specifically chose this routing as I was eager to try the promised services of the new aircraft, including the new entertainment system!


2) I would rather have miles given to my Asiana account than my United account. My Asiana Frequent Flyer number is: 604XXXXXX


Finally, I don't think that 5,000 is sufficient. Last year, a similar problem occurred on British Airways. Without my asking, they deposited 20,000 miles into my account. I ask Asiana to do the same.


Many thanks,

ZRS70

__________________________________________
Dear Mr. ZRS70,


Thank you for your swift reply.

If you would like miles to be deposited into your Asiana Club account, the maximum amount of miles that we can offer you are 10,000 OZ miles. If you would like to accept this, please reply back saying so and I will follow take the necessary steps to do so.

I have taken the liberty of looking up your account. Your total account mileage balance is 55,000 miles. With the 10,000 we have offered it would bring you up to 65,000 miles. An upgrade to business or first requires 60,000 miles.

Thank you for your patronage of Asiana Airlines. I sincerely apologize for your discomfort once again and hope that the next time you fly with us, you will have a more pleasant journey.


Sincerely,

XXX XXXXX

Customer Relations

Regional Headquarters, The Americas

Asiana Airlines

If one day I become CEO of XYZ airline, I will send you a letter saying that:

Mr zrs70, I appreciate you and your company throwing $20,000 for a first class ticket and its unfortunate you cannot appreciate our movies. Here is a free upgrade voucher for your next trip. (with blackout dates maybe)

Wont that be cool?
Ignoring the packed flights, an upgrade will cost the airline maybe $100 in terms of food and manpower?

Airlines' ground customer services are so lacking. Wish it was the good old days 20 years back when every passenger is GOD!