Poor service recovery or just do I expect too much of CS?
Nov 18, 2018, 12:06 pm
#31
Join Date: Mar 2015
Programs: BA Gold, MM Senator, FB Silver, HH Gold, Marriott Platinum, SPG Gold
Posts: 83
2 months ago, PEK - LHR, F fare, no IFE for the whole journey due to a screen problem (and both F and J were full), got 15K compensation automatically. It really annoyed me that IFE did not work, especially you were supposed to stay awake to min jet lag impact later! i ended up with about 15 magzines and 5 different newspapers given by the crew. Life is too short and it is not worth the energy to fight for more.
Nov 18, 2018, 2:17 pm
#32
A FlyerTalk Posting Legend
Join Date: Jan 2002
Posts: 44,572
Compensation should be related to the problem itself
Nov 18, 2018, 7:29 pm
#34
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,398
So ..... if, for example, I had just checked into a hotel, after a long tiring day, and promptly discover that there is no functioning shower in my bathroom (and possibly throughout the hotel), then I would expect any agreed compensation / reimbursement to be very different in the case of a Ł700 5* suite than for a Ł40 Travelodge booking,
In practice, such distinctions are already routinely made in the world of travel. If, say, a protracted technical delay causes an airline to provide o/night accom, it is very common for different quality hotels to be provided to pax in different cabin classes - even though all pax are equally affected by the delay.
Nov 18, 2018, 7:57 pm
#35
Join Date: May 2012
Location: Munich, Algarve, Sussex or S.F Bay Area
Programs: Mucci, BA Gold, A3*Gold, AA Plat, HH Gold, IHG Plat Amb, Marriott Plat
Posts: 4,163
IFE in F is a different facility to that in Y. You have a noise cancelling headset and larger display for a start. The calculated cost in the ticket of that facility is also larger. Ergo, the failure and compensation is also larger.
Dec 28, 2018, 9:38 am
#36
Join Date: Apr 2008
Location: Bridport, Dorset
Programs: Mucci, BA Bronze, Hilton Gold
Posts: 2,129
I was on a BA plane where the headphones had a terrible crackle, almost to the point of being painful, and at seemingly random times where a slight movement was to be avoided.
Didn't even think to complain. RIP The Miles I Could Have Had
Didn't even think to complain. RIP The Miles I Could Have Had
Dec 28, 2018, 12:52 pm
#37
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,398
(bold added)
If you didn’t ‘think to complain’, then nothing wrong in that. One can only conclude that the issue didn’t trouble you sufficiently to actually merit a complaint.
You’re not exactly under a legal obligation to complain ! I’ve always been of the view that complaints are - as it were - in the eye of the beholder ..... ie. those directly affected.
Dec 28, 2018, 1:17 pm
#38
Join Date: May 2011
Posts: 2,378
(EDIT: having seen your response to someone else, I can see the logic behind that! Still personally think it's way more than necessary though)
And please don't take this as a criticism OP, but with musical tastes being so personal, I'm surprised anyone would rely on it being on the IFE so heavily. When I look, I barely find anything I want to listen to!
Dec 28, 2018, 4:24 pm
#39
Join Date: Jan 2013
Location: U.K.
Programs: BA Exec Club Gold, Hilton Honors Diamond
Posts: 277
You may well be right re the 787-10, but if so I wasn't being inaccurate, the FO was. When I visited the flight deck I asked the intervals between boroscoping of the compressor fan blades, he said it was a new 787-10 and thus didn't need it. The other 2 crew didn't contradict him but may have been too polite or too busy. Apologies, no lack of attention to detail intended, just quoting the man who thereafter flew the 787-X.
)
Dec 28, 2018, 6:40 pm
#40
Moderator: British Airways Executive Club
Join Date: Nov 2010
Location: TPA/ABZ
Programs: BA Lifetime Gold. GGL/CCR.
Posts: 13,248
Dec 29, 2018, 6:58 am
#41
Original Poster
Join Date: Dec 2010
Location: London
Programs: BA Lifetime Gold(twice), Hilton Diamond
Posts: 679
787-10 clarified
CONFUS, can I have my credibility back now please? (Post 13 above).
Dec 29, 2018, 8:00 am
#42
Join Date: Dec 2017
Location: Stockholm, Sweden.
Programs: BA, JAL
Posts: 689
I would give up complaining further based on my experiences with CS. It simply is a waste of time.
Instead, if you still feel dissatisfied with the 10k, consider alternative flying options in future. The customer shouldn't have to continually chase for what they consider adequate compensation.
Instead, if you still feel dissatisfied with the 10k, consider alternative flying options in future. The customer shouldn't have to continually chase for what they consider adequate compensation.