BA WTP Problems

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Old Sep 13, 14, 3:30 am
  #1  
WSM
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BA WTP Problems

Hello gents... looking some advice as I am very very pissed off this morning after a 9 hour flight on BA frlm IAH - LHR.

This is the fourth time I have taken this flight in the last 3 months. The annoying thing is 3 out of 4 flights I have had IFE problems. Waiting on resets for hours on flight etc. but today was the worst... I had no IFE for the whole 9 hour flight to use

I did complain using the web form last time and got some complimentatory Avois but this is just taking the biscuit... 3 out of 4 flights!!??

any suggestions or just down the normal route of email via the online form?

Thanks!
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Old Sep 13, 14, 3:34 am
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and ladies - there are quite a few on FT.

I am sorry to read of your experiences, which are really not at all good enough.

Did you raise it with the CSD? I would certainly recommend that you do so if it happens again. He/she should make a specific note regarding your experience, although he/she will very likely have made comments already in the report.

You could call Customer Relations? You will be able to fully express your annoyance and these unacceptable failings of the hard product and may be able to negotiate a higher level of service recovery, although I fully realise that this is not your primary reason of posting.

Good luck and do please let us know how you get on.

Last edited by TravellerFrequently; Sep 13, 14 at 3:51 am Reason: typo
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Old Sep 13, 14, 3:37 am
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Originally Posted by WSM View Post
Hello gents...
We have a lot of wise ladies in this board! (Wise does not mean age - but able to help you).

I would go down the online form route again, mention that this has happened before and that you are not happy about it at all (and expect more the 6k Avios). Push back if you get a standard response and/or ask to speak to a supervisor.

You might be more Avios, might get a space available upgrade - or nothing but whatever they have given you before.
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Old Sep 13, 14, 3:43 am
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You know I knew we would have ladies on the board but I just sucked into the stereotypical "Gents..." type approach. I do apologize

I told the Cabin staff about it and I pointed out this had happened previously... they didn't seem to care much. WTP was full so moving was not an option.

I think I'll call them on Monday and assert my frustration
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Old Sep 13, 14, 3:45 am
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Depending on your status and travel pattern, you might - as said - be able to push for more if you get an agent who is sympathetic and has the authority to do something.
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Old Sep 13, 14, 3:47 am
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This really should have been sorted out by the cabin crew, always ask to speak to the SCCM.
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Old Sep 13, 14, 3:53 am
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Originally Posted by WSM View Post
any suggestions or just down the normal route of email via the online form?
Bring your own - laptop, tablet, phone. If the IFE doesn't work you can still complain and receive avios but at least you will have a backup (and can put on stuff you want to watch).
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Old Sep 13, 14, 4:00 am
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Originally Posted by nux View Post
Bring your own - laptop, tablet, phone. If the IFE doesn't work you can still complain and receive avios but at least you will have a backup (and can put on stuff you want to watch).
Whilst a sound idea, it is a bit beside the point - you shouldn't have to bring your own stuff, you should get IFE as that's part of the product
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Old Sep 13, 14, 4:28 am
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Originally Posted by darthlemsip View Post
... you shouldn't have to bring your own stuff, you should get IFE as that's part of the product
Yes, that's true. But IFE sometimes breaks. On all airlines. It's a fact of life. If broken IFE would bother you (it wouldn't bother me), then some backup is not a bad idea. And I know it's old-fashioned of me, but there are also these things called "books".
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Old Sep 13, 14, 4:33 am
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Originally Posted by Globaliser View Post
Yes, that's true. But IFE sometimes breaks. On all airlines. It's a fact of life. If broken IFE would bother you (it wouldn't bother me), then some backup is not a bad idea. And I know it's old-fashioned of me, but there are also these things called "books".
I'm aware that things break, and it's happened to me before on a bunch of airlines (and is very annoying - hence I carry an iPad and a kindle), but the OP has had it on three out of four flights - that's not right
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Old Sep 13, 14, 4:37 am
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Have to say that it very rare now days to have IFE problems, maybe I'm lucky and the OP isn't?
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Old Sep 13, 14, 5:59 am
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Sidenote - personally I find the ladies on this board some of the most helpful in their responses.

As to the main issue, I think everyone accepts that sometimes IFE can break down, though it should be getting better.

However, 3 out of 4 times is incredibly unlucky and the OP is right to be pretty peeved. BA CS should really go beyond the standard "sorry, here are a few avios" on this one as it seems pretty exceptional.
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Old Sep 13, 14, 11:58 am
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Originally Posted by WSM View Post
Hello gents... looking some advice as I am very very pissed off this morning after a 9 hour flight on BA frlm IAH - LHR.

This is the fourth time I have taken this flight in the last 3 months. The annoying thing is 3 out of 4 flights I have had IFE problems. Waiting on resets for hours on flight etc. but today was the worst... I had no IFE for the whole 9 hour flight to use

I did complain using the web form last time and got some complimentatory Avois but this is just taking the biscuit... 3 out of 4 flights!!??

any suggestions or just down the normal route of email via the online form?

Thanks!
Stress the repeated nature of the iFE problems when dealing with CR and the complete unavailability for the whole of the last flight, demand a cash credit towards future BA flights rather than avios too.

Sadly CR do not exist to effectively feedback passenger experience they appear to exist to fob off customers as quickly as possible. The best you can expect is to get to a point of acceptable compensation.

It does seem relatively rare to have persistent IFE problems on BA these days and it is unlucky to get this degree of repetition. That makes it no less annoying when it happens and doesn't change the fact that the IFE is an integral part of the product.

BA could have a buffer against this type of situation by keeping a few spare ipads onboard each aircraft for this type of situation if there was a real will especially given the number that were previously provisioned on Old F Aircraft. However there isnt a will it sems.

I always tend to keep a stock of things to watch on my iPad when travelling as often I find the IFE content a bit limited however this shouldn't be a necessity and it isn't just hard luck when this sort of thing happens as some imply given that BA make this pitch in their marketing material:-

Entertainment at your fingertips

A whole world of entertainment awaits you with:

hundreds of the latest films, documentaries, television, music, audio books and games
personal flat screen and noise-reducing headphones
on-demand service that lets you choose what you want, when you want it, on most flights
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Old Sep 13, 14, 12:46 pm
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Its worth expressing your frustrations clearly - I have had a number of problems over the past year travelling in WTP from catering, crew attitude, broken seats and IFE and my most recent compensation was 100k Avios as 'Service Recovery'.
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Old Sep 13, 14, 12:59 pm
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I think a good old fashioned chewing is going to take place on Monday. Thanks for the replies all
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