Avios for no IFE
Jul 21, 2019, 3:59 am
#1
Original Poster
Join Date: May 2016
Location: EDI
Programs: Was BA GGL but no longer travelling
Posts: 583
Avios for no IFE
Sat in 1A on the BA274 last night from Vegas, I overheard the lady in 1K saying the IFE wasn’t working.
CSD came along and offered her and hubby (in 2A) 140k Avios....each.
Seems like a win to me.
CSD came along and offered her and hubby (in 2A) 140k Avios....each.
Seems like a win to me.
Jul 21, 2019, 4:03 am
#3
Join Date: Nov 2017
Location: Germany
Programs: BA GGL, CCR - TK G
Posts: 809
Jul 21, 2019, 7:25 am
#6
Join Date: Oct 2018
Posts: 285
Good lord! You’d expect that much if there were bodily emissions on your seat - not for IFE.
Jul 22, 2019, 9:32 am
#8
Join Date: Feb 2019
Location: London
Posts: 30
140k for broken IFE?! Wow!
Although I wasn’t there and therefore do not know the circumstances on the day, it would seem that CSD has misread the guidelines and gone way over the maximum for IFE failure. There is a rather inflexible matrix to which we must follow for onboard service recovery and if the customer is unhappy with the maximum offering (which the CSD/CSM will
undoubtedly offer), it must be forwarded to Customer Relations who’ll contact the customer in question.
Although I wasn’t there and therefore do not know the circumstances on the day, it would seem that CSD has misread the guidelines and gone way over the maximum for IFE failure. There is a rather inflexible matrix to which we must follow for onboard service recovery and if the customer is unhappy with the maximum offering (which the CSD/CSM will
undoubtedly offer), it must be forwarded to Customer Relations who’ll contact the customer in question.
Jul 22, 2019, 9:47 am
#9
Original Poster
Join Date: May 2016
Location: EDI
Programs: Was BA GGL but no longer travelling
Posts: 583
I don't know the full history, other than what I posted, e.g. I don't know what part of IFE was broken. But the lady in the seat commented that they had a family Avios, and the CSM said that both credits would go to the same account, and she went on to explain how many points needed for round trip to USA etc etc.
My ears didn't really prick up until I heard "a hundred and forty thousand Avios for each of you", as I nearly fell off my own seat. It was definitely 2x 140k. I didn't know if being in F and on a 10H flight had any influence.
My ears didn't really prick up until I heard "a hundred and forty thousand Avios for each of you", as I nearly fell off my own seat. It was definitely 2x 140k. I didn't know if being in F and on a 10H flight had any influence.
Jul 22, 2019, 9:50 am
#10
Join Date: Oct 2015
Location: LON
Programs: BA Gold; LH FTL; IHG Diamond; Marriott Gold; ALL Gold
Posts: 1,758
Jul 22, 2019, 10:08 am
#11
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,731
Jul 22, 2019, 11:38 am
#12
Join Date: Sep 2013
Programs: BAEC Gold, EK Skywards (enhanced Blue !), Oman Air Sindbad Gold
Posts: 6,395
What a fine result for the two pax on the receiving end of such charity ; even if somewhat bemusing to all others.
All that’s needed now to square this (very odd) circle is one of those nice follow-up letters from CS, which includes the oft-reported explanation behind many decisions relating to compensation gestures (or even lack of) for service failures.
Perhaps something along the lines of .....
“I’m sure you will understand that we must apply consistency, in order to be fair to all our customers. To this end, I have credited 140,000 Avios* to each of your BAEC accounts”
* but please don’t tell your friends
All that’s needed now to square this (very odd) circle is one of those nice follow-up letters from CS, which includes the oft-reported explanation behind many decisions relating to compensation gestures (or even lack of) for service failures.
Perhaps something along the lines of .....
“I’m sure you will understand that we must apply consistency, in order to be fair to all our customers. To this end, I have credited 140,000 Avios* to each of your BAEC accounts”
* but please don’t tell your friends
Jul 23, 2019, 6:16 am
#13
Join Date: Jul 2014
Location: Surrey, UK
Programs: BA Gold, *A Gold, IHG Platinum
Posts: 653
Last time I flew First, my IFE wasn't working. Mentioned it in the hope of getting some Avios for my trouble as it was a night flight and I rarely use the IFE anyway... instead they did a reset and it was fixed.
I watched the grand total of half a film before sleeping for virtually the whole flight.
I watched the grand total of half a film before sleeping for virtually the whole flight.
Jul 23, 2019, 6:54 am
#15
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,431
I don't know the full history, other than what I posted, e.g. I don't know what part of IFE was broken. But the lady in the seat commented that they had a family Avios, and the CSM said that both credits would go to the same account, and she went on to explain how many points needed for round trip to USA etc etc.
My ears didn't really prick up until I heard "a hundred and forty thousand Avios for each of you", as I nearly fell off my own seat. It was definitely 2x 140k. I didn't know if being in F and on a 10H flight had any influence.
My ears didn't really prick up until I heard "a hundred and forty thousand Avios for each of you", as I nearly fell off my own seat. It was definitely 2x 140k. I didn't know if being in F and on a 10H flight had any influence.
I was always led to believe that the compensation levels available to the CSM/CSD were fixed.