And here are them there rules (posted on another forum on 5 March ).

This is the guidance to crews on dealing with non-functioning AVOD:


Service Recovery is Changing

As part of a programme of new initiatives, there is an enhancement to the current Onboard Service Recovery procedure for AVOD system failures affecting customers in F, J and W.

The new process will improve the following:
* Provide a choice of either BA Miles of Highlife Vouchers for service recovery
* Reduce the response time from custoemr relations

It will also improve the following for crew:
* It will help to manage customer expectations - around what form of service recovery they will receive and when they will receive it.

Customers in premium cabins will be handed a new AVOD Service Recovery Card. This will include a new tear-off apology section which will detail the service recovery they will receive and when.

WT customers will continue to be given the pro-active letters. These have been updated and are easier for customers to complete.

The new process will be introduced on board from March 5.

Decision to Issue AVOD Service Recovery On Board

* Less than 6 channels are available
* Two reset attempts have been made and have been unsuccessul
* There are more than 3 hours left in-flight
* It had not been possible to re-seat affected passengers

Process for F, J and W

* AVOD Service Recovery Cards are branded separately for F, J and W
* Cards should be handed out to customers (crew may wish to complete the details for passengers in F)
* Crew should collect the cards from customers, ensuring they retain the tear-off slips, which advises what level of service recovery to expect

Levels of Service Recovery Appropriate to Each Cabin

First - 20,000 BA Miles or £100 Highlife couchers
Club - 15,000 BA Miles or £75 Highlife vouchers
WT+ - 10,000 BA Miles or £50 Highlife couchers
WT - £25 Highlife voucher

Answers to FAQs

* If 2 people are travelling together, only ONE amount of BA Miles can be credited per EC Member

* We can only credit to a BAEC account, not to any other OW FF programme

* It can take up to 14 days for BA miles to credit
* If the customer says he had poblems on the outbound journey too, he can only claim for the one flight on the card, and should be given an AVOD feedback form in respect of the other flight (CR will follow-up directly)
* If the customers wants a Highlife voucher, it will take up to 28 days
* for invol upgrades/downgrades, the level of compensation will be given for the cabin they are actually in
* On a 2 sector trip (eg to Australia) compensation will be awarded per sector