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
Feb 15, 2019, 1:57 pm
#1037
Join Date: Jul 2009
Location: YWG
Programs: Free Agent
Posts: 1,478
@CZAMFlyer - Thanks for that. And yeah, I could well be in the minority.
If I put my cynical hat on, I could say that a lot of air travellers are just cattle and will follow routine and do as they are told.
But, to quote the late, great Peter Finch (as Howard Beale in the film adaptation of Network):
In a nice way, of course.
If I put my cynical hat on, I could say that a lot of air travellers are just cattle and will follow routine and do as they are told.
But, to quote the late, great Peter Finch (as Howard Beale in the film adaptation of Network):
In a nice way, of course.
Feb 15, 2019, 2:15 pm
#1038
Join Date: Nov 2017
Posts: 3,359
It may be a similar situation to the original issues with the Thales AVOD system that we all love(d) to hate, in which the manufacturer can't or won't resolve the glitches in a timely manner. One would hope that the takeaways from that experience would have prompted AC to include contingency negotiations when placing the seat orders.
-James
Feb 15, 2019, 2:26 pm
#1039
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
I don't have a photo hosting account set-up yet, but my pad arrived today. After inflated and deflating the pad (as I would on the plane), the size comes out to 7.5" long X 2.75" wide X 1.75" high. Ridiculously compact which is exactly what I wanted (note: I did not order the MoonLence). And now I wait for Tuesday to see whether it needs to be deployed.
Feb 15, 2019, 2:58 pm
#1040
Join Date: Dec 2014
Location: YVR
Programs: Bottom feeder Star Gold
Posts: 2,652
Have you had to seek medical treatment as a result of your flight(s) in a deflated Air Canada seat?
Feb 15, 2019, 3:30 pm
#1041
Join Date: Sep 2012
Location: YYJ
Posts: 261
I was on AC101 YYZ-YVR, a couple weeks ago. In 8A on the 787-9 (FIN 850), and first thing I did when getting on was to check the seat. The seat back was completely deflated. Adjusting the mattress setting did nothing.
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Feb 15, 2019, 3:40 pm
#1042
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
I was on AC101 YYZ-YVR, a couple weeks ago. In 8A on the 787-9 (FIN 850), and first thing I did when getting on was to check the seat. The seat back was completely deflated. Adjusting the mattress setting did nothing.
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Feb 15, 2019, 3:40 pm
#1043
Join Date: May 2012
Posts: 492
I was on AC101 YYZ-YVR, a couple weeks ago. In 8A on the 787-9 (FIN 850), and first thing I did when getting on was to check the seat. The seat back was completely deflated. Adjusting the mattress setting did nothing.
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Quick discussion with an FA, then SD, resulted in maintenance coming. He did the seat reset from underneath by the aisle. It magically inflated, great! Then he did the Rondel reset, played with it for a bit... and decided it still wasn't working properly. A call to his colleague to deliver a new upper mattress. At this point it was about 15min to departure, and they had a non-rev identified who's seat I could take. The maintenance guys didn't want to delay the flight, but hustled and replaced the seat back in ten minutes.
It all came together and I slept most of the way back to Vancouver without any issues. Kudos to the SD and maintenance guys for making sure the seat was fixed properly.
Thanks 24left for photo attachment instructions. I've been meaning to reply to this thread for a while...
Have they not heard of RCA & CAPA and implementation??? I am even more irritated now frankly, having just spent 14 hours tossing and turning on a deflated seat with 40/40 and nowhere to go. WHEN SOME ONE COULD HAVE FIXED IN 15MIN. And I board early, prod the seat in the hopes it could be fixed or I could move
Feb 16, 2019, 3:49 am
#1045
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,805
Finally happened to me. SD offered to move me to another seat, but I was with my wife so I just asked for a couple of extra pillows. Surely they know which seats are affected. Why don’t they declare them inop instead of selling seats in that condition? Borderline dishonest, no?
Feb 16, 2019, 10:46 am
#1047
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
Finally happened to me. SD offered to move me to another seat, but I was with my wife so I just asked for a couple of extra pillows. Surely they know which seats are affected. Why don’t they declare them inop instead of selling seats in that condition? Borderline dishonest, no?
Wit all due respect to the SDs, sometimes the answers I would get were yes, they put it in the logbook. Other times, I would get the "SD Shrug".
So, clearly, based on my own data points, stay-flat seats are not being removed from service. And yes, I get it. The AC flight arrives at a destination, return flight is full J and seat is not dealt with. Therefore, return customer gets a seat that already was pancaked before they sit down. I've had that on AC 16, 18, 4....
Feb 16, 2019, 11:05 am
#1048
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
So they know the seat is inop coming in, but J is already sold out. I understand how that could happen.
What I don't understand is why they don't be proactive, notify the effected pax and offer some alternatives - another flight, another seat in PY + comp, or an apology and proactive comp - before they leave the gate (or even board for that matter).
Another lost opportunity to get out in front of the problem, own it and attempt to make it right. Or is stuff like that just not part of their SOP (despite us being 5 years in with this specific problem) and is entirely reliant on the few AC frontline staff with actual initiative?
For me, this shoddy excuse for customer service is even worse than the 'SD Shrug'.
What I don't understand is why they don't be proactive, notify the effected pax and offer some alternatives - another flight, another seat in PY + comp, or an apology and proactive comp - before they leave the gate (or even board for that matter).
Another lost opportunity to get out in front of the problem, own it and attempt to make it right. Or is stuff like that just not part of their SOP (despite us being 5 years in with this specific problem) and is entirely reliant on the few AC frontline staff with actual initiative?
For me, this shoddy excuse for customer service is even worse than the 'SD Shrug'.
Feb 16, 2019, 12:41 pm
#1049
Join Date: Nov 2017
Posts: 3,359
I asked that question many times, stating, if the seat is pancake before we even depart, then it arrived this way. Do you see a notation in the logbook? Was maintenance onboard to fix it, or try? When my seats are pancaked on a flight, I insist that the SD record it and I make sure to show them my notes. I also asked on a few occasions if the outstation maintenance can fix these before the aircraft operate the return flights.
- Does AC have enough replacement seats on hand to replace the defective ones? What about their outstations like SFO?
- Is the seat manufacturer hitting capacity issues producing the replacements?
- Have all maintenance crew been briefed on how to replace these pancakes?
- Does maintenance have enough turn around time to effect the repair? For a long turn like HKG->YVR the answer is likely yes but for shorter turns like domestic flights (i.e. SFO->YYZ) the answer might be no.
- Last but certainly not least, does the replacement fix the issue once and for all or will we continue to have bladder issues on J flights?
Safe Pancakes,
James
Feb 16, 2019, 12:49 pm
#1050
Join Date: Jan 2009
Location: YOW
Programs: AC-SE100K, AC-3MM, Marriott- LT Titanium, SPG RIP
Posts: 2,959
What I am noticing is that’s then INTL turnarounds are not long like they used to be.
My 789 with 298 pax allowed 1hr 25min for NRT-YVR-ICN turnaround in YVR. Not sure that is any better than a NA flight turnaround.