Broken seat in J
Feb 7, 2016, 3:23 am
#31
Join Date: Aug 2015
Posts: 1,499
That would depend on how far OP wants to take this. I'd be going for far more Avios (if they were useful to me), or a refund of the POUG fee.
Feb 7, 2016, 4:56 pm
#32
Join Date: Apr 2015
Posts: 2
I flew ORD-LHR last night and my seat would not recline despite the best efforts of the crew. J was full, as was F so I had no real alternative other than to lump it.
Was offered 30k Avios as compensation. Seems fair?
The CSM also mentioned an "e credit" of £ 350 as an alternative.
Was offered 30k Avios as compensation. Seems fair?
The CSM also mentioned an "e credit" of £ 350 as an alternative.
Feb 7, 2016, 6:10 pm
#33
Join Date: Jan 2016
Posts: 12
Take the money.
I flew ORD-LHR last night and my seat would not recline despite the best efforts of the crew. J was full, as was F so I had no real alternative other than to lump it.
Was offered 30k Avios as compensation. Seems fair?
The CSM also mentioned an "e credit" of £ 350 as an alternative.
Was offered 30k Avios as compensation. Seems fair?
The CSM also mentioned an "e credit" of £ 350 as an alternative.
Mar 15, 2016, 8:45 am
#34
Join Date: Dec 2013
Location: London
Programs: OneWorld Emerald, StarAlliance Gold
Posts: 43
Thx for interesting thread and views. I have recently suffered broken CW seats on two consecutive BA flights:
1. CW broken table on LHR-AMM in restricted CW. I had to work despite broken table so suffered neck and back cramps for several days until I saw physio on return to the UK. BA Insurance are offering a meagre 10k Avios plus "will consider" reimbursement of a couple of physio sessions - BA Customer Relations previously offered 15k Avios so this is shocking. Perhaps BA Insurance KPIs are based on not being sued rather than customer retention / customer service?
2. Recent broken CW footstool on LHR-KUL. Fully flex/refundable CW. Kept slipping down during flight as I slept and fully on the floor by the end of the flight. Cabin crew eventually noticed and tried to fix but to no avail. Cust Relns have offered 12.5k Avios.
I'm a BAEC Gold member. Both offers seem really quite insulting.
Questions:
a) any ideas why their opening offer to me is derisory?
b) what I should do about this to get fair treatment, and what fair compensation might be?
c) who can I escalate this to, esp BA Insurance/Legal's offer - do we know of anyone in BA who can review their handling of this (apparently Customer Relations have no authority over BA Insurance?)?
All feedback much appreciated.
Best regards.
1. CW broken table on LHR-AMM in restricted CW. I had to work despite broken table so suffered neck and back cramps for several days until I saw physio on return to the UK. BA Insurance are offering a meagre 10k Avios plus "will consider" reimbursement of a couple of physio sessions - BA Customer Relations previously offered 15k Avios so this is shocking. Perhaps BA Insurance KPIs are based on not being sued rather than customer retention / customer service?
2. Recent broken CW footstool on LHR-KUL. Fully flex/refundable CW. Kept slipping down during flight as I slept and fully on the floor by the end of the flight. Cabin crew eventually noticed and tried to fix but to no avail. Cust Relns have offered 12.5k Avios.
I'm a BAEC Gold member. Both offers seem really quite insulting.
Questions:
a) any ideas why their opening offer to me is derisory?
b) what I should do about this to get fair treatment, and what fair compensation might be?
c) who can I escalate this to, esp BA Insurance/Legal's offer - do we know of anyone in BA who can review their handling of this (apparently Customer Relations have no authority over BA Insurance?)?
All feedback much appreciated.
Best regards.
Last edited by bonoglobetrotter; Mar 15, 2016 at 9:30 am
Mar 15, 2016, 9:09 am
#36
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,103
Looking at the chart we use for service recovery you have been offered the correct amount for broken foot stool, for the broken table you have actually been offered over the standard which is 6,500.
Mar 15, 2016, 9:37 am
#37
Join Date: Dec 2013
Location: London
Programs: OneWorld Emerald, StarAlliance Gold
Posts: 43
@AAtticus There is a wide side table which I used together with various hunched poses over my lap. Tried to rotate between the two to ease cramps but ...
All a bit of a let down really - broken CW product on both the old BMI plane to AMM and then on the brand new Dreamliner to KUL.
Mar 15, 2016, 9:37 am
#38
Join Date: Nov 2013
Location: LAX, LGB, SNA
Programs: AA EXP OWE, DL DM ST+, AS MVPG, UA, BA, WN CP, Hyatt E, Ritz Plat, HH GM
Posts: 3,185
Mar 15, 2016, 9:46 am
#39
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
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Thanks that provides helpful context. However, surely the footstool being broken = broken flatbed? I'd have thought the foot stool is integral to the flatbed product? Strange they should offer 12,500 for broken footstool and 40,000 for non-functioning flat bed? Both result in no flat bed when I've paid for one. Any ideas how to resolve this?
@AAtticus There is a wide side table which I used together with various hunched poses over my lap. Tried to rotate between the two to ease cramps but ...
All a bit of a let down really - broken CW product on both the old BMI plane to AMM and then on the brand new Dreamliner to KUL.
@AAtticus There is a wide side table which I used together with various hunched poses over my lap. Tried to rotate between the two to ease cramps but ...
All a bit of a let down really - broken CW product on both the old BMI plane to AMM and then on the brand new Dreamliner to KUL.
Mar 15, 2016, 9:46 am
#40
Join Date: Dec 2013
Location: London
Programs: OneWorld Emerald, StarAlliance Gold
Posts: 43
Having paid to have a table to work on during a day flight, I ended up having to hunch over my lap or using the side table - as you can imagine I felt rather letdown ...
Mar 15, 2016, 9:59 am
#41
Join Date: Dec 2013
Location: London
Programs: OneWorld Emerald, StarAlliance Gold
Posts: 43
http://www.flyertalk.com/forum/briti...l#post26335605
Mar 15, 2016, 11:13 am
#42
Join Date: May 2013
Posts: 6,349
I would have said that 6,500 for the table was fair. However 12,500 for the footstool sounds mean if it meant you could not create a flat bed.
The footstool model has always been flawed IMHO. It only takes someone to use it as a seat and that's it.
The footstool model has always been flawed IMHO. It only takes someone to use it as a seat and that's it.
Aug 4, 2016, 1:37 pm
#43
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,905
Well folks - I have just been offered 10k for a seat which wasn't cleaned before I boarded and also which didn't recline- crew had to force it into the flat position - cash CW ticket.
They appear to be tightening up. It's derisory in my opinion as it was a night flight Eastbound TATL on a new 787. I will be writing back...
They appear to be tightening up. It's derisory in my opinion as it was a night flight Eastbound TATL on a new 787. I will be writing back...
Aug 4, 2016, 2:18 pm
#44
Join Date: Aug 2010
Location: Gloucestershire
Programs: BA Gold (ex-GGL, maybe future Silver), Hilton Diamond
Posts: 6,201
I had the same issue on a month-old CX A350. Apart from being asked by ground staff if I was a "real passenger" (as opposed to being upgraded) I didn't really expect much for the inconvenience except the PDB Champagne.
Of course BA should do better, but it seems like 10k is actually the standard for spending the entire flight in a seated position, rather than just having to wait for the crew to fix something so in your position, I'd quit while I was ahead.
Of course BA should do better, but it seems like 10k is actually the standard for spending the entire flight in a seated position, rather than just having to wait for the crew to fix something so in your position, I'd quit while I was ahead.
Aug 4, 2016, 2:35 pm
#45
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,905
I had the same issue on a month-old CX A350. Apart from being asked by ground staff if I was a "real passenger" (as opposed to being upgraded) I didn't really expect much for the inconvenience except the PDB Champagne.
Of course BA should do better, but it seems like 10k is actually the standard for spending the entire flight in a seated position, rather than just having to wait for the crew to fix something so in your position, I'd quit while I was ahead.
Of course BA should do better, but it seems like 10k is actually the standard for spending the entire flight in a seated position, rather than just having to wait for the crew to fix something so in your position, I'd quit while I was ahead.