IFE and service failure compensation
Aug 5, 2018, 9:08 am
#1
Original Poster
Join Date: Jul 2012
Location: HKG
Programs: BA(GGL) QF LTS CX AM, Hilton Diamond, PPL(A)
Posts: 1,654
IFE and service failure compensation
Unfortunately my sister had a bad experience flying BA SYD-SIN in Y
1. IFE was broken for the way.
2. CC spilt tomato juice on her blanket, pillow and clothes. Unfortunately they had a spare blanket but no pillow.
So they offered GBP20 voucher compensation. Doesnt pay for dry cleaning even. Sounds low to me?
What should she be pushing for (she was thinking something closer to GBP100? Alternatively was thinking she should push for 10,000 avios + dry cleaning costs?
1. IFE was broken for the way.
2. CC spilt tomato juice on her blanket, pillow and clothes. Unfortunately they had a spare blanket but no pillow.
So they offered GBP20 voucher compensation. Doesnt pay for dry cleaning even. Sounds low to me?
What should she be pushing for (she was thinking something closer to GBP100? Alternatively was thinking she should push for 10,000 avios + dry cleaning costs?
Last edited by ermen; Aug 5, 2018 at 9:37 pm
Aug 5, 2018, 9:14 am
#2
FlyerTalk Evangelist
Join Date: May 2014
Location: UK
Programs: BA Gold
Posts: 12,255
You should be chucked some Avios for the IFE. But the tomato juice? Accidents happen - and what was she wearing on a 24 hour flight that is dry clean only? Tomato juice will wash out cooler wash no bother
Aug 5, 2018, 9:32 am
#4
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,092
Were there any spare seats she could have been moved too?
Aug 5, 2018, 9:43 am
#5
Join Date: Jan 2009
Posts: 1,188
Unfortunately my sister had a bad experience flying BA SYD-SIN in Y
1. IFE was broken for the way.
2. CC spilt tomato juice on her blanket, pillow and clothers. Unfortunately they had a spare blanket but no pillow.
So they offered GBP20 eoucher compensation. Doesnt pay for dry cleaning even. Sounds low to me?
What should she be pushing for (she was thinking something closer to GBP100? Alternatively was thinking she should push for 10,000 avios + dry cleaning costs?
1. IFE was broken for the way.
2. CC spilt tomato juice on her blanket, pillow and clothers. Unfortunately they had a spare blanket but no pillow.
So they offered GBP20 eoucher compensation. Doesnt pay for dry cleaning even. Sounds low to me?
What should she be pushing for (she was thinking something closer to GBP100? Alternatively was thinking she should push for 10,000 avios + dry cleaning costs?
But was she offered a change of seat at the first place?
Aug 5, 2018, 10:00 am
#6
Join Date: Aug 2017
Programs: BA Blue, EK Blue, Best Western Diamond Select, Hilton Gold
Posts: 78
In Dec 17 I got 15k for a slightly defective bed (buttons didn’t always work) and a screen tjat needed to be held open using a menu.The crew member saying ‘oh yeah, that broke on the outbound’ probably helped as there was no apology or service recovery offered!
This was on a JNB - LHR A380 J.
This was on a JNB - LHR A380 J.
Aug 5, 2018, 10:40 am
#7
FlyerTalk Evangelist
Join Date: Nov 2011
Location: Brighton. UK
Programs: BA Gold / VS /IHG Diamond & Ambassador
Posts: 14,194
BA will reimburse the dry cleaning costs on submission of the bill but other than a couple thousand avios they won't offer any additional compensation - certainly not £100.
Aug 5, 2018, 10:52 am
#8
Join Date: Jun 2013
Location: Roswell, GA
Programs: AA EXP 2.8m,Lifetime PLT, Hilton Diamond, IHG PlLT, SPG Gold
Posts: 3,191
Just my 2 pennies, is it me or does it seem that every time something goes wrong on any flight no matter how small or big, passengers are always looking for some sort of comp, rather then just chalk to up to just the joys of flying?
Aug 5, 2018, 11:09 am
#9
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,092
If there’s was a spare seat in the same cabin I would have not offered any compensation just a dry cleaning voucher.
Aug 5, 2018, 12:10 pm
#11
Join Date: Apr 2015
Posts: 1,354
The problem is, this creates a culture where genuine complaints are now regarded in the same vain as the nonsense ones. Courts, insurance companies & social media have created a culture where companies are afraid to tell those who are piss take claimants to take a running jump.
In respect to the original complaint, as was said, accidents happen. If your sister spilled the tomato juice on herself due to turbulence would she claim off BA? Surely the flight attendant didn’t deliberately spill it.
As for the tv, ultimately what’s it worth to you? She booked safe passage from A to B in a particular seat with a food & luggage allowance. She got that. Yes IFE was part of the contract, but just a percentage. So work out how big a part that was and go from there...
Aug 5, 2018, 2:32 pm
#12
Join Date: Jun 2009
Location: UK
Programs: Lemonia. Best Greek ever.
Posts: 2,271
andy...
In retail I would love to know the history of who started to treat who badly.
In the 70s I did expect customer service from retail. By the 80s I gave up as the 16 year olds in the shop did not want to "serve"anyone.
Even in John Lewis they have to keep sending staff on the retail equivalent of "PPF". (BA historic training for CC), otherwise they forget. Even now, getting the price for something is a real challenge in John Lewis, High Wycombe. Few price signs, and fewer staff.
I am not surprised about the litigation and complaints in retail.
BA CC are normally the saving of BA. However, they do not send them on PPF as PPF required the Co to spend money.
In retail I would love to know the history of who started to treat who badly.
In the 70s I did expect customer service from retail. By the 80s I gave up as the 16 year olds in the shop did not want to "serve"anyone.
Even in John Lewis they have to keep sending staff on the retail equivalent of "PPF". (BA historic training for CC), otherwise they forget. Even now, getting the price for something is a real challenge in John Lewis, High Wycombe. Few price signs, and fewer staff.
I am not surprised about the litigation and complaints in retail.
BA CC are normally the saving of BA. However, they do not send them on PPF as PPF required the Co to spend money.
Aug 5, 2018, 6:05 pm
#13
Join Date: Jan 2017
Programs: BA Gold
Posts: 469
If this was about 2 months ago then I imagine it was the same aircraft that took me SIN-SYD. They had an aircraft wide issue with the IFE and it didn't work for anybody. No real hardship for me as I have long since watched everything I want to on BA's offering so always have the iPad and mainly wanted to sleep but Avios are always useful so I put in a CS message and was given 15k Avios. This was in CW though and I am a Gold member, worth asking but it won't be £100!
Aug 5, 2018, 6:14 pm
#14
Join Date: Jul 2008
Location: All over the place often South Wales and Lake District
Programs: BA Gold for Life Accor Platinum
Posts: 4,552
So tomato juice gets spilled on a pillow - what harm might it do to anyone? OP hasn't mentioned a tomato allergy.
Was Op planning to never wash their clothes again? Is tomato juice a stain that annot be removed like gloss paint? So where is the loss?
Simple solution - turn pillow upside down, your head isn't on the spillage. Grounds for compensayshun nil.
Since when has a simple apology not been good enough. People sue for damages, but when there are NO damages why should there be any compensation which we all pay for in the fares?
11 years ago on my first ever journey in business class on AA, a CC member spilled water on me. She gave me dry cleaning vouchers. I neither needed them or used them. Should I now sue them????
Was Op planning to never wash their clothes again? Is tomato juice a stain that annot be removed like gloss paint? So where is the loss?
Simple solution - turn pillow upside down, your head isn't on the spillage. Grounds for compensayshun nil.
Since when has a simple apology not been good enough. People sue for damages, but when there are NO damages why should there be any compensation which we all pay for in the fares?
11 years ago on my first ever journey in business class on AA, a CC member spilled water on me. She gave me dry cleaning vouchers. I neither needed them or used them. Should I now sue them????
Last edited by itsmeitisss; Aug 5, 2018 at 6:24 pm
Aug 5, 2018, 7:22 pm
#15
Join Date: Jun 2017
Posts: 192
Had an in flight entertainment issue on my LHR-YVR flight last week. The part of headphone's jack had previously broken off inside the socket, so no audio. This was in an op-up W seat after booking Y. Didn't make a fuss but just asked if there was anything that could be done. After the meal service a member of the cabin crew tried his very best (more than I would ever expect) to get the jack out. No luck. He gave me a form to fill in for service recovery. Five minutes later he came back to offer me a club seat downstairs for the rest of the flight.
I don't feel it was necessary to offer me the seat downstairs, nor was it what I was after, but really happy.
I don't feel it was necessary to offer me the seat downstairs, nor was it what I was after, but really happy.