Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Air Canada | Aeroplan
Reload this Page >

Deflategate; new executive pods deflating in-flight

Deflategate; new executive pods deflating in-flight

    Hide Wikipost
Old Aug 16, 19, 4:56 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: canadiancow
Wiki Link
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:
  • 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"
Note that this method has not met 100% success so YMMV.
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 $150 eCoupon (P fare TPAC) (no change on protest)

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 -> Į\_(ツ)_/Į ?

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.

Here is a snapshot of the full form, courtesy of canadiancow

https://www.flyertalk.com/forum/30914753-post1458.html
Originally Posted by canadiancow View Post
I've been meaning to post this for a while. This is the whole form.

The left section and the tear-off piece were filled out entirely by the SD.

My name was filled out by the SD.

I filled out my address, email, status, Aeroplan number, phone, and chose which type of compensation I wanted.

The main part of the form goes back to the SD, and the passenger keeps the little piece on the right side.



This is only the stub portion, courtesy of lallied
Originally Posted by lallied View Post



Thereís a main section which the SD fills in and detachable section you get to keep. Each has a reference number. It looks like the green one to me except itís white.




Example
Mattress pads purchased and listed in this thread
Print Wikipost

Reply

Old Mar 7, 19, 10:11 am
  #1306  
FlyerTalk Evangelist
 
Join Date: Jun 2003
Location: YYC
Posts: 21,417
Originally Posted by YYT82 View Post


I fail to see how the delay in fleet-wide solution to April 2019 is the customer's problem. Just give me a functional seat or fix it on the ground before we take off, or give me the compensation without fighting when I report it inflight.
Fair enough. But still, it's good to hear that the solution is on its way.
Stranger is offline  
Reply With Quote
Old Mar 7, 19, 10:11 am
  #1307  
FlyerTalk Evangelist
Original Poster
 
Join Date: Sep 2012
Location: SFO
Programs: AC S100K, Accor Plat, Bonvoy Gold, HH Diamond
Posts: 29,179
Originally Posted by YYT82 View Post


I fail to see how the delay in fleet-wide solution to April 2019 is the customer's problem. Just give me a functional seat or fix it on the ground before we take off, or give me the compensation without fighting when I report it inflight.
That doesn't sound like an excuse, just a much-needed update on the situation.
canadiancow is offline  
Reply With Quote
Old Mar 7, 19, 10:11 am
  #1308  
 
Join Date: Oct 2009
Location: YUL
Programs: AC*E50 (*A Gold), Accor Platinum, Bonvoy Gold Elite, Hilton Gold, Amex Platinum, NEXUS, Global Entry
Posts: 5,347
Originally Posted by YVRtoYYZ View Post
Super Diamond Seat Cushion Leak
Update
The cushions leaking on the Super Diamond seats on the B787 and B777 has been a known issue for some time now. A solution for this issue was expected from the cushion manufacturer in December 2018, but due to some certification issues, the availability of the solution has been delayed to April 2019.

​​​
So does that mean any of the repairs / swaps done thus far do not include the "solution for this issue"?
canadiancow likes this.
ffsim is offline  
Reply With Quote
Old Mar 7, 19, 10:15 am
  #1309  
FlyerTalk Evangelist
 
Join Date: Jun 2003
Location: YYC
Posts: 21,417
Originally Posted by ffsim View Post
So does that mean any of the repairs / swaps done thus far do not include the "solution for this issue"?
One would hope not...
Stranger is offline  
Reply With Quote
Old Mar 7, 19, 10:24 am
  #1310  
 
Join Date: Oct 2009
Location: YUL
Programs: AC*E50 (*A Gold), Accor Platinum, Bonvoy Gold Elite, Hilton Gold, Amex Platinum, NEXUS, Global Entry
Posts: 5,347
Originally Posted by Stranger View Post
One would hope not...
I'm with you, but surely they're not already using a yet-to-be-certified solution.

I just hope that once the certification is complete, they plan to proactively swap out all the cushions as quickly as possible, i.e. not just replace them as they fail.
canopus27 and 24left like this.
ffsim is offline  
Reply With Quote
Old Mar 7, 19, 10:46 am
  #1311  
 
Join Date: Apr 2011
Location: YYC
Programs: AC SE 1MM, Marriott Ambassador
Posts: 3,030
Originally Posted by YVRtoYYZ View Post
Two things:

1) For AC34 YVR-YYZ, I got moved to a different seat (yay) but they put some poor sod in the deflated 11A instead (not cool) .

2) I spent the latter half of AC34 SYD-YVR bantering back-and-forth about compensation for the deflated seat with Customer Care. Out of that conversation came this:



Hello Mr. YVRtoYYZ
​​​

I was in contact with Inflight about these seat inflation issues on our 787 and 777 fleet and they sent me the following information;

Super Diamond Seat Cushion Leak
Update
The cushions leaking on the Super Diamond seats on the B787 and B777 has been a known issue for some time now. A solution for this issue was expected from the cushion manufacturer in December 2018, but due to some certification issues, the availability of the solution has been delayed to April 2019.

​​​
And for those of you who defend AC's lack of presence here after they took their ball and went home (blaming some, like me, who didn't see any value in their marketing bs disguised as engagement, rather than their actual well, lack of engagement, but I digress)... I ask you this: a) how much has AC lost on this issue due to lack of confidence, people booking other airlines, and compensation awards? And b), how much would it have cost them to actually post that update here, and how many people might not have booked elsewhere, or aggressively sought compensation as a result of some actual communication? Because if a > b they are idiots. And I guarantee that a > b. It is beyond embarrassing that this airline has not sent out (proactively) an update to each and every customer that has been impacted by this issue.
Bohemian1 and 24left like this.
ridefar is offline  
Reply With Quote
Old Mar 7, 19, 12:44 pm
  #1312  
 
Join Date: May 2012
Posts: 409
Originally Posted by skybluesea View Post
I would observe that standing your ground against Aeronautics Act is a good way to get into serious trouble. While I donít disagree with not accepting this mess, if your actions purposely delay your flight, and then you can be offloaded for a very different reason if you cause a stir and the crew doesnít want you on board anymore.

The solution of just accepting or bringing mattresses just feeds the problemÖ Write to AirCanada, donít accept their compensation, and make a stir this way, will be more affective and start to impact the bottom line.
I made it very clear I was happy to get off the plane and was not deliberately trying to delay the flight. It was their choice to fix it. I stood in my coat near door until all clear.

We pushed 10m late. One maintenance guy got his done well before planned departure. The other maintenance guy took much longer for some reason.
lallied is offline  
Reply With Quote
Old Mar 7, 19, 2:02 pm
  #1313  
 
Join Date: Nov 2007
Location: I dunno
Programs: Too Many
Posts: 1,861
Interesting, I posted above received compensation offer that used word ďinfalliable, and fail time to time in same sentence.

how is it that AC is writing to other travelers saying this is a known failure in the super diamond seat, more confirmation for my complaint of false advertising

unfortunately, no media angle here to pursue wonít be widespread sympathy as a public interest story to talk about a J class passengers with deflated seats, and AC counts on this not making the media unless there is a formal upheld complaint from competition Bureau or the advertising standards Canada Council that AC has done wrong.
skybluesea is offline  
Reply With Quote
Old Mar 7, 19, 2:32 pm
  #1314  
 
Join Date: Mar 2008
Programs: AC SE100K
Posts: 424
Originally Posted by skybluesea View Post
how is it that AC is writing to other travelers saying this is a known failure in the super diamond seat
It's because I'm special

Or maybe because I spent hours on SYD-YVR bantering with Customer Care to get a more specific response than "sorry" .
skybluesea and 24left like this.
YVRtoYYZ is offline  
Reply With Quote
Old Mar 7, 19, 5:04 pm
  #1315  
 
Join Date: Nov 2017
Programs: United Gold, BA Exec Club, Via Rail
Posts: 2,798
Originally Posted by YVRtoYYZ View Post
The cushions leaking on the Super Diamond seats on the B787 and B777 has been a known issue for some time now. A solution for this issue was expected from the cushion manufacturer in December 2018, but due to some certification issues, the availability of the solution has been delayed to April 2019.
​​​
Interesting update on the situation. Given they see this is a problem with their fleet and it will be some time before the updated seats receive certification and then some more time before they are retrofitted to all aircraft, why don't they just up their wallets up a bed and get a proper mattress for the J cabin. In that way they can can kill two birds with one stone: the constant complaints of deflated seats whilst from a marketing standpoint they could argue that they have the best aircraft bed in North America. Just a thought!

Safe Travels,

James
j2simpso is offline  
Reply With Quote
Old Mar 7, 19, 5:16 pm
  #1316  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint
Programs: AC*SE100K, wood level status in various other programs
Posts: 2,236
Originally Posted by ffsim View Post
I'm with you, but surely they're not already using a yet-to-be-certified solution.

I just hope that once the certification is complete, they plan to proactively swap out all the cushions as quickly as possible, i.e. not just replace them as they fail.
Agreed.

But that's still 1,800+ seats.
Bohemian1 is online now  
Reply With Quote
Old Mar 7, 19, 5:19 pm
  #1317  
 
Join Date: Nov 2017
Programs: United Gold, BA Exec Club, Via Rail
Posts: 2,798
Originally Posted by Bohemian1 View Post
Agreed.

But that's still 1,800+ seats.
While that seems like a lot on the surface, consider how much AC is spending right now in coupons and other forms of "compensation" to say nothing of measurable good will being lost with their clients. Suppose they spend $200 on a mattress per seat * 1,800 seats fleet wide you're looking at a cost of $360,000. That's likely about how much AC spends for a full colour advert in a magazine promoting their J service.

-James
j2simpso is offline  
Reply With Quote
Old Mar 7, 19, 10:16 pm
  #1318  
 
Join Date: Nov 2007
Location: I dunno
Programs: Too Many
Posts: 1,861
Originally Posted by YVRtoYYZ View Post
It's because I'm special
@YVRtoYYZ
yes, of course you are special, the only possible explanation 🙃

seriously, do folks see the pattern here, not just continuous misleading advertising, but now evidence between my correspondence from AC and this correspondence that AC is making statements both in defense of their advertising but also in contradiction.

So in my next letter to AC, if they donít settle, I will remind AC that Competition Bureau has power to require AC document disclosure, so really important folks please complain in writing/email so Record builds on the scale of their mis-leading advertising offense. And CB has wide remedial powers so will be immensely embarrassing for AC should complaint be upheld (Iím not there yet to send) that could include taking out national ads to correct previous mis-statements - then the media will have field day.

Some might ask why do all this, in my view, the only way to put serious pressure on AC to get this problem fixed ASAP., is to possibly involve third parties that then take the timeline and the scale of the resolution partly out of AC handsÖ And potential into the public sphere too, not a situation AC corporate will want to have happened. And if you donít believe an immediate solution is possible, go take a look at the fleet mess at Southwest airlines and their emergency all hands on deck approach to get it fixed.

btw...my complaint counter-proposal to AC this week includes low 5 figure settlement offer - not that far off cost of two J trans-con roundtrips as you suggest.- so thanks for sharing
DNAwizard likes this.
skybluesea is offline  
Reply With Quote
Old Mar 7, 19, 10:21 pm
  #1319  
 
Join Date: Jan 2001
Programs: AC SEMM
Posts: 582
Originally Posted by j2simpso View Post
Suppose they spend $200 on a mattress per seat.
$200 on an airplane gets you very little Iím afraid. Multiply by 10 at least...
skybluesea and canadiancow like this.
visitor is offline  
Reply With Quote
Old Mar 7, 19, 10:29 pm
  #1320  
FlyerTalk Evangelist
Original Poster
 
Join Date: Sep 2012
Location: SFO
Programs: AC S100K, Accor Plat, Bonvoy Gold, HH Diamond
Posts: 29,179
Originally Posted by visitor View Post


$200 on an airplane gets you very little Iím afraid. Multiply by 10 at least...
I believe Ben Lipsey once said the curtain between J and Y cost something like $40k.

I can't imagine any kind of electromechanical device is going to be cheap.

Either way, I don't expect AC to have to pay for all this.

I'm more curious whether this is something that is literally a 15-minute swap, such that a large maintenance crew could do an entire aircraft during a typical turn.
canadiancow is offline  
Reply With Quote

Thread Tools
Search this Thread