greener_007

Last night I flew SFO-SEA on VX1752 and upon takeoff, the 7 of us seated in the first class cabin noted that the seats could not recline and the in-flight entertainment was disabled. The flight attendants worked through their manuals diligently, but couldn't arrive at a solution, so the cabin was essentially 'dark' for the 95 minute flight. There was no impact to MCS or the seats in coach. I tweeted AS customer service and they immediately asked me to DM me, wherein they offered a $100 credit if I booked a flight within 180 days (economy only).

Does this seem like appropriate compensation? I understand that when AS announced that the VX flights originating out of DAL (Love Field) to LGA and DCA would move to Skywest, they compensated ticket holders with a free trip, acknowledging that the E175 first class product was not nearly comparable.

Looking over the loyaltylobby.com's thread on compensation clinics, others have asked/received for much more in similar circumstances, though I'm not sure if it's worth pushing harder on Alaska. Thoughts?

PV_Premier

my 2c is that it is not worth pushing for more, this is a 90 minute flight, and while annoying i'd say your compensation was fair relative to some i've received in the recent past.

Chugach

I thought VX F was supposed to be the greatest innovation since the winglet.

greener_007

I don't disagree - it could have been worse, such as this happening on a redeye to JFK/EWR; however, I'm flummoxed that they're offering compensation in the form of an economy-only credit. I think most of my frustration is that I won't have an opportunity to use any credit with my busy work-travel schedule in the next 180 days, so it feels like they're 'getting away with it'.

dayone

Moderator Note: It's time for a "topic check." This thread is about compensation. Off-topic replies to a disaster reference have been and will be deleted. Just let it go.

dayone, AS Moderator

pcoll

We had similar experience as OP. Flew LAX / SEA. VX in F. Row2 A/C
Seat 2A tray table totally broken, used blanket to hold tray table level for meal. Entertainment device stopped working after 5 minutes. Unable to reboot device. Gave up and could not watch movie(or anything)
Seat 2C Power recline broken and foot rest was able to raise about 8 inches then totally non responsive. crawled around it during flight then had to do manual reset for seat for landing (by FA)
Contacted AS Listens.....fo seat 2C , so far, nothing. Then, for Seat 2A, online AS Customer Service email with file # attached from auto reply. Indicated we would hear back...
Again, so far, nothing.
Will post if there is any compensation offered.

greener_007

I've found twitter to be more useful in getting AS' attention, as they initially have no privacy when you complain to the twitter-verse. Looking forward (and hopeful) to you having a more successful resolution

FluxTZ

Flew JFK-SFO on VX with a paid upgrade MCS-->F.

Had a similar experience, recliners not working, neither was the red system. I called up the Gold line and asked for them to credit 50% of the upgrade fee ($240 originally), which I felt was fair. They agreed right away.

ijkh

I guess it is way too late but in Dec we had a broken First VX seat from FLL to LAX. It was a long flight without video.

PV_Premier

seahawks10177

Actually, I think it would be around 5,000 miles for $100 in my own experience.

jrl767

I got a nasty scratch on my thumb from a broken wire near the console cover plate for the IFE screen; emailed a description and pix to VX CS (subject: F Seat on N528VA in need of Maintenance Attention) and got a $100 e-cert within 24 hrs

tydawg

Years ago when VX was still VX I was on SEA-LAX in First and the same thing happened. It wasn't discovered until we were already in the air, the captain came out and tried to reset a circuit or something, and said had it been discovered on the ground it would have been a no go for flight until it was fixed. VX offered me $300 e-cert for any travel any cabin (more than I paid for the entire ticket). I would absolutely push for more. Alaska CS has a LOT of leeway. I would at the very least ask for 12.5k miles enough for a one way economy or I would push for more in an e-cert.

PV_Premier

when i say "by their own valuation" i mean that they'll give you $100 off a flight if you burn 10k miles.

pcoll

It has been a week and no reply from AS..
Not from Alaska Listens. or AS Emailed Customer Service.