Nov 20, 2017, 2:16 pm
Last edit by: Argonaut1000
Click here to go to a picture of the White Compensation Form and its stub
View Deflated Seat History Here (Database for submitted occurrences)
Enter New Deflated Seat Occurrence Here (Submit one if you have experienced deflated seat and it will show up in the database above)
----
From post #49 in this thread, here's one potential way to (re)inflate an AC seat:
A better method is for a crew member to use the reset switch under the seat, on the aisle side.
Compensation offers (green/white sheet completed)
40K AE- Apr 18 (50% back of the J class one way redemption)
2018 Jun - $500 coupon
2018 Sep $1,000 eCoupon or 40K AP (P fare TPAC)
2018 Sep $500 eCoupon (P fare TPAC) (no change on protest- update - 6 months later the $150 was increased to $500 - admitted they had made an error)
Compensation offers (no green/white sheet completed)
100K - May 5 (C$150 eCoupon; was moved to a functioning seat after meal service)
2017 Sept - 8,000 AE miles - reported via complaint web page after realizing it was a faulty seat, not standard discomfort; Asked for return of eUps but they declined.
2017 Nov & 2018 Feb - $500 coupons both times (second time on protest that $500 had been offered the previous time)
2018 Sep. $250 coupon (on a paid J TATL).
2018 Nov - $500 eCoupon (J TATL)
Standard eCoupon compensation offers (no haggling; following a recurring pattern)
~10+ hours: $1000
Long TPAC (TPE-YVR)
~6 to ~10 hours: $500
Short TPAC (NRT-YVR)
TATL
South America: YYZ-GRU
less than ~6 hours: 300
TCON
Have a Service Director (SD) That Is Giving You the Case of the Shrugs? Like the real life version of this ASCII emoji -> ¯\_(ツ)_/¯ ?
No success with the SD and/or crew rectifying your deflated seat and you can't be/aren't accommodated to another J seat? If you asked for a compensation form and the SD says they have no idea what you are talking about, you can use the below picture of the stub portion to help freshen their memory (better than nothing)...
Please note that for the longest time, the "Green Compensation Form" version was used, and there have been recent reports of the "White Compensation Form" replacing the Green version. Reports here have indicated that the two forms are virtually identical except for the colour.
There is now an even newer White Form which explicitly lists "deflated seat" and "deflated seat and fixed", among many other items.
Here is a snapshot of the NEWEST full form (as of August 2019), courtesy of lallied
https://www.flyertalk.com/forum/31421855-post2093.html
This is only the stub portion, courtesy of lallied
Mattress pads purchased and listed in this thread
View Deflated Seat History Here (Database for submitted occurrences)
Enter New Deflated Seat Occurrence Here (Submit one if you have experienced deflated seat and it will show up in the database above)
----
From post #49 in this thread, here's one potential way to (re)inflate an AC seat:
- Go the home screen "Your Seat". (find this on the seat side panel; not the main video screen)
- Hold the top left hand corner "Air Canada" (with AC logo) for 3 seconds. Updated (Apr 9 18): may need to hold for as long as 45 seconds for key pad to appear
- Dial pad shows up - hit 3-2-1.
- Press "Reset Lumbar Support"
A better method is for a crew member to use the reset switch under the seat, on the aisle side.
Compensation offers (green/white sheet completed)
40K AE- Apr 18 (50% back of the J class one way redemption)
2018 Jun - $500 coupon
2018 Sep $1,000 eCoupon or 40K AP (P fare TPAC)
2018 Sep $500 eCoupon (P fare TPAC) (no change on protest- update - 6 months later the $150 was increased to $500 - admitted they had made an error)
Compensation offers (no green/white sheet completed)
100K - May 5 (C$150 eCoupon; was moved to a functioning seat after meal service)
2017 Sept - 8,000 AE miles - reported via complaint web page after realizing it was a faulty seat, not standard discomfort; Asked for return of eUps but they declined.
2017 Nov & 2018 Feb - $500 coupons both times (second time on protest that $500 had been offered the previous time)
2018 Sep. $250 coupon (on a paid J TATL).
2018 Nov - $500 eCoupon (J TATL)
Standard eCoupon compensation offers (no haggling; following a recurring pattern)
~10+ hours: $1000
Long TPAC (TPE-YVR)
~6 to ~10 hours: $500
Short TPAC (NRT-YVR)
TATL
South America: YYZ-GRU
less than ~6 hours: 300
TCON
Have a Service Director (SD) That Is Giving You the Case of the Shrugs? Like the real life version of this ASCII emoji -> ¯\_(ツ)_/¯ ?
No success with the SD and/or crew rectifying your deflated seat and you can't be/aren't accommodated to another J seat? If you asked for a compensation form and the SD says they have no idea what you are talking about, you can use the below picture of the stub portion to help freshen their memory (better than nothing)...
Please note that for the longest time, the "Green Compensation Form" version was used, and there have been recent reports of the "White Compensation Form" replacing the Green version. Reports here have indicated that the two forms are virtually identical except for the colour.
There is now an even newer White Form which explicitly lists "deflated seat" and "deflated seat and fixed", among many other items.
Here is a snapshot of the NEWEST full form (as of August 2019), courtesy of lallied
https://www.flyertalk.com/forum/31421855-post2093.html
This is only the stub portion, courtesy of lallied
Mattress pads purchased and listed in this thread
Deflategate; new executive pods deflating in-flight
May 7, 2019, 4:57 pm
#1711
A FlyerTalk Posting Legend
Original Poster
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,331
You've made a pretty big assumption that it's been deflated the whole time.
Assuming the original SD logged it, I think it's quite possible they fixed it, and it malfunctioned again.
Assuming the original SD logged it, I think it's quite possible they fixed it, and it malfunctioned again.
May 7, 2019, 4:59 pm
#1712
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
...
How many times before they are no longer "surprised" that these seat deflations continue to occur?
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
Thank you for your message.
We have forwarded this information to our Cabin Maintenance team.
...
How many times before they are no longer "surprised" that these seat deflations continue to occur?
May 7, 2019, 5:12 pm
#1713
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
What is the likelihood of a replacement bladder failing on the same aircraft on the same seat versus the seat not being fixed over that 5 week period. I say the latter is more likely.
May 7, 2019, 5:17 pm
#1714
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
This has happened to me often (report deflated seat, gets logged, the next day/week/month on the same fine and it's deflated)... so I say it's both.
May 7, 2019, 6:10 pm
#1715
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,232
But I'm sure the crack Cabin Maintenance team will get right on fixing this seat using a brand new (but still inherently badly designed) part.
May 7, 2019, 6:49 pm
#1716
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,469
Currently on AC880. Upper portion of seat 4A was deflated. Maintenance did reset but then oddly the seat started bulging at the bottom when put into lie flat mode. Ended up being switched with a nonrev which I feel bad about but I need to sleep.
Pretty sure this also delayed the flight, although it’s not my fault that maintenance decided to play with the seat buttons for 25 minutes before determining it was beyond saving.
Pretty sure this also delayed the flight, although it’s not my fault that maintenance decided to play with the seat buttons for 25 minutes before determining it was beyond saving.
May 8, 2019, 6:43 am
#1717
Join Date: Dec 2011
Location: YYZ
Programs: AC SEMM / HH Diamond
Posts: 3,166
If I recall correctly, the new (fixed) seat bladders were expected to be approved and start to be installed in April - has anyone heard any news about the latest status? Does AC have TC approval yet?
May 8, 2019, 7:29 am
#1719
Join Date: Jul 2018
Posts: 22
The AC twitter person I am in contact with keeps denying that there is a problem with the seats.
May 8, 2019, 7:34 am
#1720
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
May 8, 2019, 8:34 am
#1721
Join Date: Dec 2011
Location: YYZ
Programs: AC SEMM / HH Diamond
Posts: 3,166
to chat with the Customer Relations Executive Center.Another update on my end. Went into the Concierge office on my last trip and explained the issue. They did not seem too impressed how the overall situation was being handled. They were unaware of the seat issues as well. I also replied back to the standard $500 voucher email indicating I was not happy and asked for a call back and at least an acknowledgement of what I sent them and not the same BS boilerplate. These two actions netted two things. From the concierge complaint side I got a voicemail from a VIP/Global Concierge rep to discuss. I have yet however to speak with him live. I also got a reply back from the Customer Relations Executive Center with an increase to the compensation $XXXX, but I still feel it's borderline a slap in the face given the situation, the fact I had no lavatory for 8 hours and how much I paid for that J ticket. Regardless here is the letter I received:
Thank you for your email, which was passed along to us in Customer Relations. I am very sorry you have experienced multiple broken seats and washrooms while traveling in the business class cabin, the latest being on our flight from XXXX
Unfortunately, this has been a recurring issue from the manufacture, even when new seats are installed. The cushions leaking on the Super Diamond seats is happening on the B787 and B777 aircraft. A solution for this issue was expected from the cushion manufacturer in December 2018, but due to some certification issues (Boeing and Government), the availability of the solution has been delayed to April 2019.
The available options we have right now are to replace seats, which we do at every opportunity and to have the cabin crew reset the seat. We know a comfortable seat makes a journey more pleasant, and I regret we continue to disappoint on this matter.
As a gesture of goodwill, I have provided an eCoupon below, which I hope is helpful on a future flight.
I would also like to take this opportunity to thank you for your loyalty to Air Canada, as your business has been very important to us.
Thank you for your email, which was passed along to us in Customer Relations. I am very sorry you have experienced multiple broken seats and washrooms while traveling in the business class cabin, the latest being on our flight from XXXX
Unfortunately, this has been a recurring issue from the manufacture, even when new seats are installed. The cushions leaking on the Super Diamond seats is happening on the B787 and B777 aircraft. A solution for this issue was expected from the cushion manufacturer in December 2018, but due to some certification issues (Boeing and Government), the availability of the solution has been delayed to April 2019.
The available options we have right now are to replace seats, which we do at every opportunity and to have the cabin crew reset the seat. We know a comfortable seat makes a journey more pleasant, and I regret we continue to disappoint on this matter.
As a gesture of goodwill, I have provided an eCoupon below, which I hope is helpful on a future flight.
I would also like to take this opportunity to thank you for your loyalty to Air Canada, as your business has been very important to us.
May 8, 2019, 9:28 am
#1722
Join Date: Dec 2014
Posts: 35
April 26th YYZ-FRA on AC876 seat 4D had issues with the seat back. While the reset worked, it was temporary and within 30-45 minutes it would be deflated again. Apologies for not knowing the aircraft number.
I got a compensation form from the flight attendant, but what do I do now? How long does it take to hear back from Air Canada on something like this?
I got a compensation form from the flight attendant, but what do I do now? How long does it take to hear back from Air Canada on something like this?
May 8, 2019, 9:55 am
#1723
A FlyerTalk Posting Legend
Original Poster
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,331
If it takes more than a few minutes to install, I wouldn't expect it to happen before the 7M8 fleet is back in the air.
May 9, 2019, 4:33 pm
#1724
Join Date: Jul 2018
Posts: 22
My Twitter Chat Continues
“Our cabin engineering team is aware of the issue and is working towards a solution. We will investigate this matter internally.“
Wrote the Twitter team. So I was asking if they will have fixed this when my flight is due at June 30th. And what my options are when experiencing a deflated seat upon boarding a full cabin and rather take another plane than such a seat. That’s what I got in return from another guy:
“If you'd like to change your flight, you must contact your travel agency. Kindly note that change fees and difference in fare may apply. We apologize for the confusion. Our colleague thought you were referring to the Boeing 737 MAX. Could you please provide us from where you were provided with this information about the deflating cushions, as we did not issue such statement.“
I wasn’t able to believe what I was reading.
Wrote the Twitter team. So I was asking if they will have fixed this when my flight is due at June 30th. And what my options are when experiencing a deflated seat upon boarding a full cabin and rather take another plane than such a seat. That’s what I got in return from another guy:
“If you'd like to change your flight, you must contact your travel agency. Kindly note that change fees and difference in fare may apply. We apologize for the confusion. Our colleague thought you were referring to the Boeing 737 MAX. Could you please provide us from where you were provided with this information about the deflating cushions, as we did not issue such statement.“
I wasn’t able to believe what I was reading.
Last edited by boeder; May 9, 2019 at 4:42 pm
May 9, 2019, 4:54 pm
#1725
Join Date: Sep 2009
Location: YYZ
Programs: Hilton Diamond, Marriott Bonvoy Lifetime PE, AC Altitude SE100K-1MM
Posts: 308
Give it about 4 weeks and if you don't hear anything, email AC (using the Complaint option) and provide your compensation form # to follow up.