Realise this is an older thread, so I'm shocked that this is still going on.

In August this year my partner and I flew back from Vancouver to LHR (8.5 hours) and the IFE was broken for everyone on the plane for the entire time. As for the flight over, the quality of it was very poor (screen etc) as previously mentioned.

These flights cost £1600 for the pair of us. BA have offered us a £25 voucher in compensation. Not each, £25 altogether.

I have now told them that nothing less than a £100 refund (not voucher) per passenger is what I will accept, or I will drag them through a pointless legal process, which yes, will cost me some money. But not as much as it'll cost them.

Their products are clearly advertised, and they make it very clear what World Traveller includes, and they have utterly failed to deliver this product. Why does the airline industry think it is somehow different to the rest of the service industry? Why has this shoddy level of service become acceptable?