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
Mar 16, 2019, 12:56 pm
#1426
Join Date: May 2012
Posts: 492
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.
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.
Mar 16, 2019, 1:22 pm
#1427
Join Date: Jul 2009
Location: YWG
Programs: Free Agent
Posts: 1,478
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.
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.
Mar 16, 2019, 1:30 pm
#1428
Join Date: Mar 2008
Programs: AC SE MM, Marriott Titanium
Posts: 904
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.
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.
Keep ringing that FA call button every 20 mins or bugging them in the galley. I presume the SD will relent pretty quick.
Mar 17, 2019, 6:39 am
#1429
Join Date: Feb 2017
Location: London
Programs: AC E35K
Posts: 48
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..
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..
Mar 17, 2019, 8:31 am
#1430
Join Date: Jan 2007
Location: YYC
Programs: AC*50K MM
Posts: 276
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.
"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.
Mar 17, 2019, 8:56 am
#1431
Suspended
Join Date: Sep 2014
Programs: AC SE100K-1MM, NH, DL, AA, BA, Global Entry/Nexus, APEC..
Posts: 18,877
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.
"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.
Mar 17, 2019, 10:19 am
#1433
Join Date: May 2012
Posts: 492
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.
Mar 17, 2019, 12:10 pm
#1434
Join Date: Jan 2007
Location: YYC
Programs: AC*50K MM
Posts: 276
Too funny, I timed mine on the last flight too. I was getting between 40-60 min before full deflate.
Mar 17, 2019, 12:23 pm
#1435
Join Date: May 2012
Posts: 492
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 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.
Mar 17, 2019, 12:30 pm
#1436
Join Date: Jan 2007
Location: YYC
Programs: AC*50K MM
Posts: 276
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).
Mar 17, 2019, 12:35 pm
#1437
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: 6,231
Uncomfortable seems to be the operative word although this particular side effect of 'Deflategate' was beaten to death up-thread by our resident philosophers.
Mar 18, 2019, 10:15 pm
#1439
Join Date: Dec 2014
Location: YVR
Programs: Bottom feeder Star Gold
Posts: 2,652
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.
Mar 19, 2019, 5:26 am
#1440
Join Date: May 2012
Posts: 492
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.