Worth a complaint?
Nov 21, 2017, 8:35 am
#1
Original Poster
Join Date: Aug 2017
Programs: BA Blue, EK Blue, Best Western Diamond Select, Hilton Gold
Posts: 78
Worth a complaint?
Today I flew J on BA056 JNB to LHR and a few issues with my seat/IFE, is it worth a complaint or should I just leave it?
Firstly, the footrest would only work at the 90 degree position, not the 'Z-position' listed in the seat guide. Even the CC said 'I don't think it goes any other way' and couldn't even see it in the guide! Which filled me with confidence!
Secondly, the seat controls were only partly functioning. I COULD get it to go fully flat and back to the seated position for landing. But there was certainly an issue meaning I couldn't get in the exact position for comfort! This was confirmed to also be an issue on the outbound flight by CC, who then forcefully told me 'they can do it manually if the controls don't work so it's not an issue!'
Finally the IFE screen initially worked fine, when it was extended it would stay where I put it. However, after maybe 6 hours it would not stay in place. I was advised by CC that they can give me a piece of paper to jam it in place! But I had already done this using my menu, but I do feel for the person who has if on the next flight!
Is it worth a complaint as if did detract from some elements of the experience, but I must say it didn't spoil the flight!
Firstly, the footrest would only work at the 90 degree position, not the 'Z-position' listed in the seat guide. Even the CC said 'I don't think it goes any other way' and couldn't even see it in the guide! Which filled me with confidence!
Secondly, the seat controls were only partly functioning. I COULD get it to go fully flat and back to the seated position for landing. But there was certainly an issue meaning I couldn't get in the exact position for comfort! This was confirmed to also be an issue on the outbound flight by CC, who then forcefully told me 'they can do it manually if the controls don't work so it's not an issue!'
Finally the IFE screen initially worked fine, when it was extended it would stay where I put it. However, after maybe 6 hours it would not stay in place. I was advised by CC that they can give me a piece of paper to jam it in place! But I had already done this using my menu, but I do feel for the person who has if on the next flight!
Is it worth a complaint as if did detract from some elements of the experience, but I must say it didn't spoil the flight!
Nov 21, 2017, 8:41 am
#2
FlyerTalk Evangelist
Join Date: Feb 2009
Location: From ORK, live LCY
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I guess the question is what you are hoping to get for the complaint. A typical response would be to throw you 5000-10000 Avios for your inconvenience.
Nov 21, 2017, 8:43 am
#3
Join Date: Aug 2012
Location: Provincie Antwerpen, Vlaanderen, België
Programs: MUCCI Gold
Posts: 2,512
I wouldn't, personally, as you say that it didn't really spoil your flight. The pit of neverending disappointment that is BA customer services isn't worth going into for this, I think.
Most importantly, the crew were aware so it should have been logged so that it can be fixed.
Most importantly, the crew were aware so it should have been logged so that it can be fixed.
Nov 21, 2017, 9:11 am
#5
Original Poster
Join Date: Aug 2017
Programs: BA Blue, EK Blue, Best Western Diamond Select, Hilton Gold
Posts: 78
There was one middle seat (UD A380) but this wasn't offered, plus I would have been unhappy to move as I paid £198 for me and my wife to sit together on the way back from honeymoon. Which as has been discussed at length, is a joke for J flights when you don't have status.
However, if I had experienced one of the individual issues I would have accepted it as 'wear and tear' but as the CC knew about the seat issue from the outbound, I would have throught this could have been looked at during the layover or highlighted to us and offered alternative seats in J. As I believe the lower deck was fairly empty it is likely that there were other pairs together (this was according to another CC member).
However, if I had experienced one of the individual issues I would have accepted it as 'wear and tear' but as the CC knew about the seat issue from the outbound, I would have throught this could have been looked at during the layover or highlighted to us and offered alternative seats in J. As I believe the lower deck was fairly empty it is likely that there were other pairs together (this was according to another CC member).
Nov 21, 2017, 9:32 am
#6
Join Date: Aug 2006
Location: London
Programs: Mucci Grandee (Upgraded), BA Silver, AZ MilleMiglia
Posts: 3,107
Finally the IFE screen initially worked fine, when it was extended it would stay where I put it. However, after maybe 6 hours it would not stay in place. I was advised by CC that they can give me a piece of paper to jam it in place! But I had already done this using my menu, but I do feel for the person who has if on the next flight!
Nov 21, 2017, 9:38 am
#7
Join Date: Mar 2009
Location: JAX
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Posts: 3,588
Nov 21, 2017, 10:03 am
#8
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There was one middle seat (UD A380) but this wasn't offered, plus I would have been unhappy to move as I paid £198 for me and my wife to sit together on the way back from honeymoon. Which as has been discussed at length, is a joke for J flights when you don't have status.
However, if I had experienced one of the individual issues I would have accepted it as 'wear and tear' but as the CC knew about the seat issue from the outbound, I would have throught this could have been looked at during the layover or highlighted to us and offered alternative seats in J. As I believe the lower deck was fairly empty it is likely that there were other pairs together (this was according to another CC member).
However, if I had experienced one of the individual issues I would have accepted it as 'wear and tear' but as the CC knew about the seat issue from the outbound, I would have throught this could have been looked at during the layover or highlighted to us and offered alternative seats in J. As I believe the lower deck was fairly empty it is likely that there were other pairs together (this was according to another CC member).
Nov 21, 2017, 12:17 pm
#9
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Complain if you want to complain
Don't complain if you don't want to complain or are expecting a big grovelling apology and a fist full of cash or avios, as you will be disappointed.
Don't complain if you don't want to complain or are expecting a big grovelling apology and a fist full of cash or avios, as you will be disappointed.
Nov 21, 2017, 12:22 pm
#10
Join Date: Oct 2003
Location: London
Posts: 3,500
Nov 21, 2017, 12:29 pm
#11
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Environmentally Friendly Travel
Join Date: Jan 2003
Location: London, UK
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Getting the footstool into the "Z" position on the A380 can be a bit of a challenge when your muscle memory is tuned to 777 and 747 aircraft. With the A380s, you want a push and slide action whereas on other aircraft it requires a pull/slide action. This is of course an entirely separate issue to the other faults experienced
Nov 21, 2017, 1:10 pm
#13
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Getting the footstool into the "Z" position on the A380 can be a bit of a challenge when your muscle memory is tuned to 777 and 747 aircraft. With the A380s, you want a push and slide action whereas on other aircraft it requires a pull/slide action. This is of course an entirely separate issue to the other faults experienced
Nov 21, 2017, 1:17 pm
#14
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I would offer them service recovery if I was able to give them a full working seat or IFE.
Nov 21, 2017, 1:20 pm
#15
Join Date: Oct 2003
Location: London
Posts: 3,500