I flew FRA-BKK on in business class on 17/11. IFE was inoperative in my seat: the touch screen worked but the remote control and headphone connection were dead so couldn't watch any movies etc. Cabin crew very apologetic and made a valiant effort to fix but without success, so eventually offered US$200 compensation in the form of an EMD voucher. Flight was full so could not switch seats.

I have a copy of the service irregularity form (SIF) filled out by the cabin crew detailing the problem and specifying the $200 compensation. (One of the crew showed me a chart on his iPad listing the compensation amounts for various issues so I know $200 is the "correct" amount for an inoperative IFE in J on a long-haul flight!)

My question is, how to go about claiming this EMD? I've emailed Thai Customer Service and got back an automated reply with a case number, but no reply after more than a week. How long do they normally take to respond? Is it worth trying to call them? Thanks!