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Deflategate; new executive pods deflating in-flight

Deflategate; new executive pods deflating in-flight

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Old Jun 19, 19, 8:24 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 -> ¯\_(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.

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



There’s 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 it’s white.




Example
Mattress pads purchased and listed in this thread
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Old Mar 16, 19, 12:56 pm
  #1426  
 
Join Date: May 2012
Posts: 367
And again. With a new twist.

On 43 on way home. Seat completely deflated. Called SD. Flight full. Reset with rondelle. Said I know how to do if goes down again

Was told only crew were allowed to do and was not allowed to touch or know code as would cause technical issues. Only CREW are allowed to know the secret code.

roll on the next 19 hrs of hell.
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Old Mar 16, 19, 1:22 pm
  #1427  
 
Join Date: Jul 2009
Location: YWG
Programs: Free Agent
Posts: 1,329
Originally Posted by lallied View Post
On 43 on way home. Seat completely deflated. Called SD. Flight full. Reset with rondelle. Said I know how to do if goes down again

Was told only crew were allowed to do and was not allowed to touch or know code as would cause technical issues. Only CREW are allowed to know the secret code.

roll on the next 19 hrs of hell.
what happens in the pod, stays in the pod...
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Old Mar 16, 19, 1:30 pm
  #1428  
 
Join Date: Mar 2008
Programs: AC SE100K
Posts: 409
Originally Posted by lallied View Post
On 43 on way home. Seat completely deflated. Called SD. Flight full. Reset with rondelle. Said I know how to do if goes down again

Was told only crew were allowed to do and was not allowed to touch or know code as would cause technical issues. Only CREW are allowed to know the secret code.

roll on the next 19 hrs of hell.
What a rich statement from the SD. I can't recall how many SD and FAs I have shown the reset options. I've only had 2 SDs insist they do the initial reset upon notification but every one since then has authorized me to reset myself (and I always explicitly request permission to do so).

Keep ringing that FA call button every 20 mins or bugging them in the galley. I presume the SD will relent pretty quick.
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Old Mar 17, 19, 6:39 am
  #1429  
 
Join Date: Feb 2017
Location: London
Programs: AC E35K
Posts: 48
Originally Posted by lallied View Post
On 43 on way home. Seat completely deflated. Called SD. Flight full. Reset with rondelle. Said I know how to do if goes down again

Was told only crew were allowed to do and was not allowed to touch or know code as would cause technical issues. Only CREW are allowed to know the secret code..
I once had an SD blame me for the seat control panel not working because I had 'reset the seat too many times.' I'd actually only re-inflated the seat with the code, she had done the proper full resets.
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Old Mar 17, 19, 8:31 am
  #1430  
 
Join Date: Jan 2007
Location: YYC
Programs: AC*SE100K
Posts: 275
Last year I reported an issue with a seat, which actually was not a deflate issue, but I think this response should be on the record. It was clear she had not even read what I sent but going back to what was written seems like perhaps the most forthcoming response we've seen:

"I appreciate your frustration when you are on a long flight and the cushions are not inflating correctly, and the seat power does not function. I tried to call you, however the number xxx-xxx-xxxx would not allow me to leave you a voicemail.

I understand you want compensation over and above what we grant for the broken seat. I am sorry to advise you, we must remain fair and consistent in our response to members who are experiencing the same problem. We offer an Air Canada eCoupon for $500 CAD or 20,000 non status goodwill miles. I am unable to comply with your request for increased compensation.

We are working with the cabin designer on the flaw that is causing the issues with the seat cushions. When the seat reclines, the joint pinches the seat cushion bladder and causes a cut in the seat cushion, the air then leaks out of the bladder. We are aware of the issue and are actively seeking a repair solution."

Hope this helps in the cause.
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Old Mar 17, 19, 8:56 am
  #1431  
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Join Date: Sep 2014
Programs: AC SE100K, 1MM, NH, DL, AA, GE/Nexus, APEC..
Posts: 15,407
From one of the emails I received for ONE of the stay-flats:

"Thank you for taking the time to write our office regarding your malfunctioning seat on AC ---. I am very sorry to hear the cushion was deflating on you, I appreciate how uncomfortable that is on a long flight.

We have discovered that the joint where the seat reclines can pinch the airbag that inflates and deflates the cushions and it nicks the plastic, putting a hole in it. This ultimately causes the air to escape and the cushion cannot be inflated again. There is a repair solution in the works, and we hope to have a rapid fix for this ongoing issue."


And another one:

"Thank you for writing to us about your flight to XXX on YYY.

I'm so sorry to hear that the seat deflated and the flight attendants weren't able to resolve it. I can understand that the flight was uncomfortable and I sincerely apologize for the inconvenience.

As a gesture of goodwill, I would like to provide you with an Air Canada eCoupon in the amount of $x. Please refer to the information below for complete details.

I regret that you have experienced this issue previously this year. I can assure you that our Cabin Maintenance team is aware of the issue and is actively working to address it.

We very much appreciate your continued loyalty and support, and we hope we’ll have the opportunity to welcome you on board again in the near future.


I have multiples of this one: (BTW, this is the same wording I received for some stay-flats as well as other non-functioning items e.g. IFE)

"Thank you for flying Air Canada on XXXXX.

We make every effort to ensure that all of our customers enjoy a comfortable flight with us and we regret the service shortcoming you experienced. Please accept this Air Canada eCoupon offer with our apologies.

We appreciate your support and hope to welcome you on board with us again soon."

***

I certainly don't mind a copy-and-paste template for a reply. I'll assume AC just got tired of explaining why the seats don't work, why there is a design flaw, what they and/or the seat manufacturer are doing, whatever.
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Old Mar 17, 19, 9:06 am
  #1432  
 
Join Date: Nov 2007
Location: I dunno
Programs: Too Many
Posts: 1,802
Originally Posted by jmottle View Post
I am sorry to advise you, we must remain fair and consistent in our response to members who are experiencing the same problem. We offer an Air Canada eCoupon for $500 CAD or 20,000 non status goodwill miles. I am unable to comply with your request for increased compensation.
@jmottle
most useful, and if AC reply to my counter-proposal like this, my reply will be three draft letters to public agencies to offer AC the ability to first correct any mid-statements contained therein, and request what does “fair” mean, presumably “fair” for AC shareholders? My contract with AC has no relation to any other travelers, so fair and consistent not relevant to resolving this matter.

just thinking, “consistent” then also demonstrates AC knows full well the advertisements for Signature Service are false, as it admits more than one event.

Ladies and gentlemen, all I ask if to maintain perseverance because AC is depending on customers giving up. And remember complaint is not about the seat itself, the complaint is about false advertising which is something customer service and operations can’t handle, it goes straight to marketing and legal.

🙏🏽

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Old Mar 17, 19, 10:19 am
  #1433  
 
Join Date: May 2012
Posts: 367
Originally Posted by chazbag View Post
I once had an SD blame me for the seat control panel not working because I had 'reset the seat too many times.' I'd actually only re-inflated the seat with the code, she had done the proper full resets.
I was pushing to be moved to another seat before the upgrades cleared but lost out. It deflated every 55 minutes but did reset quite nicely with the Rondell. They didn’t know how to do the other reset. Luckily I was able to use the crew seat after four or five hours because they weren’t going to use it anymore, but that was also deflated this time in the upper part. So I switched between the seats depending on whether I was trying to sleep or sitting up. I did get a bit asleep and I did get a white form. But the highlight of the trip was when I went back to help with a medical and was interrupted by an M.D. who kept shouting me down when provided a brief history and shouted they didn’t want to talk to me because they wanted to focus on the patient :-). Oh boy.
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Old Mar 17, 19, 12:10 pm
  #1434  
 
Join Date: Jan 2007
Location: YYC
Programs: AC*SE100K
Posts: 275
Originally Posted by lallied View Post
I was pushing to be moved to another seat before the upgrades cleared but lost out. It deflated every 55 minutes but did reset quite nicely with the Rondell.


Too funny, I timed mine on the last flight too. I was getting between 40-60 min before full deflate.


Originally Posted by lallied View Post
Luckily I was able to use the crew seat after four or five hours because they weren’t going to use it anymore, but that was also deflated this time in the upper part.
Originally Posted by lallied View Post

I always feel like an a** when I'm offered a crew seat and they have to switch with me, and have often declined because I find it to be a pretty awkward situation. However, given how poorly AC has been dealing with this and me lately, I may have to revisit my guilt and just take the seat.
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Old Mar 17, 19, 12:23 pm
  #1435  
 
Join Date: May 2012
Posts: 367
Originally Posted by jmottle View Post
Too funny, I timed mine on the last flight too. I was getting between 40-60 min before full deflate.




I always feel like an a** when I'm offered a crew seat and they have to switch with me, and have often declined because I find it to be a pretty awkward situation. However, given how poorly AC has been dealing with this and me lately, I may have to revisit my guilt and just take the seat.
I mean the pilot rest seat at 8k. Pilot was in for 4-5hrs and then they said no one else would use so could move over once they had gone back to cockpit . There was actually a crew member in a seat as well (FA) but they didnt offer - and usually suggest we find another way if possible (though was forced into seat once).
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Old Mar 17, 19, 12:30 pm
  #1436  
 
Join Date: Jan 2007
Location: YYC
Programs: AC*SE100K
Posts: 275
Originally Posted by lallied View Post


I mean the pilot rest seat at 8k. Pilot was in for 4-5hrs and then they said no one else would use so could move over once they had gone back to cockpit . There was actually a crew member in a seat as well (FA) but they didnt offer - and usually suggest we find another way if possible (though was forced into seat once).
I've always been offered it in a way that makes someone else move to my broken seat,. rather than waiting for it to free up. Thus the uncomfortable situation.
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Old Mar 17, 19, 12:35 pm
  #1437  
 
Join Date: Aug 2013
Location: YVR - MILLS Waypoint
Programs: AC*SE100K, wood level status in various other programs
Posts: 2,135
Originally Posted by jmottle View Post


I've always been offered it in a way that makes someone else move to my broken seat,. rather than waiting for it to free up. Thus the uncomfortable situation.
Uncomfortable seems to be the operative word although this particular side effect of 'Deflategate' was beaten to death up-thread by our resident philosophers.
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Old Mar 17, 19, 3:57 pm
  #1438  
 
Join Date: Nov 2007
Location: I dunno
Programs: Too Many
Posts: 1,802
Please note my draft complaint to Transport Canada will indicate that active duty flight crew have been assigned to a broken seat during TC mandated rest periods. As such, am also drafting an affidavit for my solicitor to review/correct form on the circumstances of my deflated seat, including witnessing the active duty relief Captain to Taipei using my broken seat during such rest period as communicated directly with this pilot (called in at last minute as scheduled co-pilot had taken Iil).

I will request Transport Canada to investigate whether such a defective seat assignment compromise effective crew rest, in keeping with CARS.

I won’t comment on non-duty AC staff seat swap, but it certainly begs the question why is this happening to duty crew. in the case of my AC-17 flight, I asked the pilot why not the crew bunk, his response he preferred to rest in recline mode, not to be fully flat which is the only option for the other rest area. The accompanying question of course is does the deflated seat pose an extraordinary injury risk in the event of a hard landing, etc. Which I think the union might be interested in, and I know a VP who I went to school with many years ago, and maybe I’ll just give him a call too.





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Old Mar 18, 19, 10:15 pm
  #1439  
 
Join Date: Dec 2014
Location: YVR
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Originally Posted by Bohemian1 View Post
Uncomfortable seems to be the operative word although this particular side effect of 'Deflategate' was beaten to death up-thread by our resident philosophers.
I don't feel that was necessary. Several people, myself included, sought feedback on the ethics of willingly swapping a defective seat with another customer (not any crew or non-rev passenger). It's an entirely reasonable question- posed and laid to rest weeks ago - that was illuminating in the reactions it provoked.
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Old Mar 19, 19, 5:26 am
  #1440  
 
Join Date: May 2012
Posts: 367
Originally Posted by CZAMFlyer View Post
I don't feel that was necessary. Several people, myself included, sought feedback on the ethics of willingly swapping a defective seat with another customer (not any crew or non-rev passenger). It's an entirely reasonable question- posed and laid to rest weeks ago - that was illuminating in the reactions it provoked.
Funny, I always thought the purpose of a discussion forum was to allow discussion , even if somewhat philosophical. Go figure
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