Dear SWISS Lurker Nice customer service, again
Mar 2, 2015, 4:33 am
#1
Original Poster
Join Date: Dec 2012
Location: FLR-GRU
Programs: Miles&More ; A3*G
Posts: 85
Nice customer service, again
Hello, I just wanted to say "thanks" to Swiss Team.
On day 27th of February I was on the flight LX92 ZRH-GRU, seat 23D. My video system was not working properly and so I asked a flight attendant (Justine) for help. She asked her colleagues for a reset of the system. Still not working. Another reset. Not working again. Apparently seat 23 A and B, F G were working. Don't know about E as the lady was not using her monitor. Well... Usually I watch at 2 or 3 films during this 12 hours flight but it was not a big problem to stay without it this time.
A couple of hours before landing, an attendant from Business class (don't remember his name, sorry) came to me to apologize for the problem and gave me a small card "Our apologies for the inconvenience" (2000 miles or 50 CHF discount).
Nice example of good customer service. Thanks!
On day 27th of February I was on the flight LX92 ZRH-GRU, seat 23D. My video system was not working properly and so I asked a flight attendant (Justine) for help. She asked her colleagues for a reset of the system. Still not working. Another reset. Not working again. Apparently seat 23 A and B, F G were working. Don't know about E as the lady was not using her monitor. Well... Usually I watch at 2 or 3 films during this 12 hours flight but it was not a big problem to stay without it this time.
A couple of hours before landing, an attendant from Business class (don't remember his name, sorry) came to me to apologize for the problem and gave me a small card "Our apologies for the inconvenience" (2000 miles or 50 CHF discount).
Nice example of good customer service. Thanks!
Mar 2, 2015, 9:14 am
#2
Join Date: May 2012
Location: Basel, CH
Programs: LX *SEN, A3*G
Posts: 11
I've been hearing a lot of comments about Swiss's IFE problems lately, especially with the a340 fleet.
My wife flew sfo-zrh in Business, last month, the flight was operated by HB-JMA, and her IFE wasn't working either, after a couple of resets she gave up. The attendant told her that the plane is "very old".
I have to book a flight to HKG, but all this problems with the IFE are making me have second thoughts about booking it with Swiss.
My wife flew sfo-zrh in Business, last month, the flight was operated by HB-JMA, and her IFE wasn't working either, after a couple of resets she gave up. The attendant told her that the plane is "very old".
I have to book a flight to HKG, but all this problems with the IFE are making me have second thoughts about booking it with Swiss.
Mar 2, 2015, 9:28 am
#3
Join Date: Jan 2010
Posts: 1,270
Personally on a flight to HKG i.e., I eat and then sleep. I don't need IFE.
If I switch IFE on, it is just to get a look at the airshow.
Or I use my iPod/iPad with my favorite stuff.
Last year on CAI-ZRH (A343), the MdC offered around 8000 (if I recall right) miles compensation in C for an IFE that did not work during the first 30 min. into the flight.
HB-JMA is from 2003; the 6 oldest LX A343 (from 1996-1997) will start to leave the fleet in 2016 when the first B777 arrive.
If I switch IFE on, it is just to get a look at the airshow.
Or I use my iPod/iPad with my favorite stuff.
Last year on CAI-ZRH (A343), the MdC offered around 8000 (if I recall right) miles compensation in C for an IFE that did not work during the first 30 min. into the flight.
HB-JMA is from 2003; the 6 oldest LX A343 (from 1996-1997) will start to leave the fleet in 2016 when the first B777 arrive.
Mar 2, 2015, 2:32 pm
#4
Join Date: Jan 2007
Programs: LH SENATOR
Posts: 1,038
Personally on a flight to HKG i.e., I eat and then sleep. I don't need IFE.
If I switch IFE on, it is just to get a look at the airshow.
Or I use my iPod/iPad with my favorite stuff.
Last year on CAI-ZRH (A343), the MdC offered around 8000 (if I recall right) miles compensation in C for an IFE that did not work during the first 30 min. into the flight.
HB-JMA is from 2003; the 6 oldest LX A343 (from 1996-1997) will start to leave the fleet in 2016 when the first B777 arrive.
If I switch IFE on, it is just to get a look at the airshow.
Or I use my iPod/iPad with my favorite stuff.
Last year on CAI-ZRH (A343), the MdC offered around 8000 (if I recall right) miles compensation in C for an IFE that did not work during the first 30 min. into the flight.
HB-JMA is from 2003; the 6 oldest LX A343 (from 1996-1997) will start to leave the fleet in 2016 when the first B777 arrive.
Mar 3, 2015, 3:33 am
#5
Join Date: May 2009
Location: SIN (with a bit of ZRH sprinkled in)
Posts: 9,453
The IFE system on the A340 fleet is a real disaster; the remote control also doesn't function properly on quite a few aircraft. The worst, those planes are used on the longest routes within the LX network. It's true the oldest A340's will leave the fleet next year, however the IFE system (Although identical to the other A340's) is 5 - 6 years newer and more efficient given the planes received a brand new cabin when leased by LX.
In Y, a fully working IFE without any issues (either a control which plays around, or resets during the flight, or other issues) is rather rare, I would say <25%. Almost never does the headseat work on both ears, etc.
I'd say with LX, bringing your personal equipment is quite important unless you enjoy to complain ;-)
With the 777s coming, you can change complaining about a terrible IFE against complaining about much tighter seats with even less legroom
Mar 3, 2015, 3:43 am
#6
Company Representative - Swiss Airlines
Join Date: Jun 2009
Location: Zurich / Switzerland
Programs: Miles & More (LX)
Posts: 888
Hello, I just wanted to say "thanks" to Swiss Team.
On day 27th of February I was on the flight LX92 ZRH-GRU, seat 23D. My video system was not working properly and so I asked a flight attendant (Justine) for help. She asked her colleagues for a reset of the system. Still not working. Another reset. Not working again. Apparently seat 23 A and B, F G were working. Don't know about E as the lady was not using her monitor. Well... Usually I watch at 2 or 3 films during this 12 hours flight but it was not a big problem to stay without it this time.
A couple of hours before landing, an attendant from Business class (don't remember his name, sorry) came to me to apologize for the problem and gave me a small card "Our apologies for the inconvenience" (2000 miles or 50 CHF discount).
Nice example of good customer service. Thanks!
On day 27th of February I was on the flight LX92 ZRH-GRU, seat 23D. My video system was not working properly and so I asked a flight attendant (Justine) for help. She asked her colleagues for a reset of the system. Still not working. Another reset. Not working again. Apparently seat 23 A and B, F G were working. Don't know about E as the lady was not using her monitor. Well... Usually I watch at 2 or 3 films during this 12 hours flight but it was not a big problem to stay without it this time.
A couple of hours before landing, an attendant from Business class (don't remember his name, sorry) came to me to apologize for the problem and gave me a small card "Our apologies for the inconvenience" (2000 miles or 50 CHF discount).
Nice example of good customer service. Thanks!
I'm glad to hear that the inconvenience with your IFE could be solved to your satisfaction. My apologies again and looking forward to seeing you on one of our planes again, soon!
Best regards from ZRH,
Nick