What's Emirates' policy with broken ICE?
Jun 24, 2015, 8:43 am
#1
Original Poster
Join Date: Mar 2008
Location: New York, NY
Programs: Marco Polo Club
Posts: 14
What's Emirates' policy with broken ICE?
I have recommended a friend of mine to fly with Emirates. Somehow during his flight, the ICE failed to work and FA did not help fix the problem. I did encounter the same situation before with Cathay Pacific, and the ISM really tried hard to make sure my TV was working. Now my question is how Emirates deals with those issues since it's a big sale point for their ICE system (as long as it works)? Will they offer upgrade or voucher as compensation?
Jun 24, 2015, 9:02 am
#2
Join Date: Nov 2013
Posts: 5,454
I have recommended a friend of mine to fly with Emirates. Somehow during his flight, the ICE failed to work and FA did not help fix the problem. I did encounter the same situation before with Cathay Pacific, and the ISM really tried hard to make sure my TV was working. Now my question is how Emirates deals with those issues since it's a big sale point for their ICE system (as long as it works)? Will they offer upgrade or voucher as compensation?
Jun 24, 2015, 12:36 pm
#3
Join Date: Jan 2015
Posts: 152
I have recommended a friend of mine to fly with Emirates. Somehow during his flight, the ICE failed to work and FA did not help fix the problem. I did encounter the same situation before with Cathay Pacific, and the ISM really tried hard to make sure my TV was working. Now my question is how Emirates deals with those issues since it's a big sale point for their ICE system (as long as it works)? Will they offer upgrade or voucher as compensation?
Jun 24, 2015, 2:03 pm
#5
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,399
There will certainly be no upgrade offer, so don't harbour hopes on that !
As kuroko and eternaltransit have mentioned, you will quite likely be offered some goodwill Skywards miles by way of compensation.
I think if you start from the premise that a flight ticket guarantees little more than a seat in the booked class (hopefully !) and transportation from point A to point B, then anything offered by way of compensation for a lack of on-board facilities is discretionary. Not saying that is right .... just the way things are .....
As kuroko and eternaltransit have mentioned, you will quite likely be offered some goodwill Skywards miles by way of compensation.
I think if you start from the premise that a flight ticket guarantees little more than a seat in the booked class (hopefully !) and transportation from point A to point B, then anything offered by way of compensation for a lack of on-board facilities is discretionary. Not saying that is right .... just the way things are .....
Jun 24, 2015, 11:29 pm
#7
Join Date: May 2010
Location: BOM
Programs: EK Plat, HHonors Gold
Posts: 2,883
Jun 25, 2015, 12:03 am
#8
Join Date: Sep 2011
Location: Land of Oz
Posts: 948
Have heard they hand out $150SGD airport vouchers for short flights with inoperative AVOD.
Mind you to some the 10,000 miles may be worth more
Jun 25, 2015, 6:22 am
#9
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
Neither - if you write in you may get some miles thrown your way. The FAs do not fix the problem at the seat, they would go (or call someone) to the cabin control panel and reset the system remotely. If that didn't happen or didn't work, I would mention this in your email to EK customer service.
Jun 25, 2015, 7:02 am
#11
Join Date: Jun 2013
Location: ISB
Posts: 747
I got around the same amount of miles, last year when my IFE went haywire on a 3 hour flight to ISB. I wrote to them because on that same trip, on the flight to DXB, my IFE kept switching off.
However, the FA was nice enough to move me from 11F to 11K because 11J/K were both empty.
However, the FA was nice enough to move me from 11F to 11K because 11J/K were both empty.
Jun 25, 2015, 7:43 am
#12
Join Date: Nov 2013
Posts: 5,454
On The newer ULH 380's the ICE system can be reset 2 ways. They can now reset it directly from the seat (it's inside the closet). If that does not work then the standard reboot from the control panel would be the next step. (No excuse for crew to not at least TRY) to reset it
But yes, there is also the at the seat control box that sometimes works, but you'll only see someone going to that trouble on the upper deck, I think...!
Jun 25, 2015, 8:12 pm
#13
Join Date: Oct 2007
Location: Dubai / NYC
Programs: EK-IO, UA-1K2MM, ETIHAD-GOLD, SPG-PLAT LIFETIME, JUMEIRAH SERIUS GOLD
Posts: 5,220
Jun 30, 2015, 6:33 pm
#14
Join Date: Sep 2013
Location: Melbourne
Programs: EK, QF, VA
Posts: 73
Had a bad experience with failed ICE about 5 years ago on a 77W. It didn't work for me or the guy in the seat next to me, and both J and F were full so moving seats wasn't an option. FA was very helpful and offered to submit a 10K miles compensation request directly to HO for us.
Weeks go by and I hear nothing from EK HO, so send an email to Dubai. Got a very terse reply offering only 3K miles. Went back and forth with me explaining that FA had offered 10K, and Dubai replying "too bad, you're only getting 3K", and refusing to budge. Left a very nasty taste in the mouth, even though it was only a 7K difference.
Weeks go by and I hear nothing from EK HO, so send an email to Dubai. Got a very terse reply offering only 3K miles. Went back and forth with me explaining that FA had offered 10K, and Dubai replying "too bad, you're only getting 3K", and refusing to budge. Left a very nasty taste in the mouth, even though it was only a 7K difference.
Jul 3, 2015, 2:41 am
#15
Join Date: Jan 2015
Posts: 152
Had a bad experience with failed ICE about 5 years ago on a 77W. It didn't work for me or the guy in the seat next to me, and both J and F were full so moving seats wasn't an option. FA was very helpful and offered to submit a 10K miles compensation request directly to HO for us.
Weeks go by and I hear nothing from EK HO, so send an email to Dubai. Got a very terse reply offering only 3K miles. Went back and forth with me explaining that FA had offered 10K, and Dubai replying "too bad, you're only getting 3K", and refusing to budge. Left a very nasty taste in the mouth, even though it was only a 7K difference.
Weeks go by and I hear nothing from EK HO, so send an email to Dubai. Got a very terse reply offering only 3K miles. Went back and forth with me explaining that FA had offered 10K, and Dubai replying "too bad, you're only getting 3K", and refusing to budge. Left a very nasty taste in the mouth, even though it was only a 7K difference.