Originally Posted by bedasaka
(Post 31414180)
what is 'you first' and how does one contact them?
I have also now learned that asking for Avios as compensation is what you should do. A few years ago the entire first row of CW (row 10) on our flight to Philadelphia had no IFE at all. After two attempts at rebooting the system the CSD gave up and offered all 8 passengers something out of the Duty Free on board sales catalogue (excluding booze!). I would have much preferred Avios. I did ask if I could be upgraded to CW from WT+ on my already booked flight to IAD for the following month but that was denied. I should have persisted. Oh well that was in the past, lesson learned. 5k then 10k Avios offered to OP sounds derisory especially from the figures c-w-s quotes. |
For reference, I recently received 15,000 Avios after a LHR-SIN flight in CW (redemption) where the hinge on the screen was faulty and the screen did not stay in place, managing at best 45 degrees but still moving. May sound petty, but it didn't lock in place in front of me, and I wasn't about to lean forward and to the side to watch it head on for 13 hours. Raised it with crew who did their best to fix it with wooden stirrers to no avail. The guy did promise to send the CSD over but that didn't happen. Filled out the web complaint form when we got home and I was immediately offered 15,000 Avios which I thought fair.
Initial response took about a week, and for some reason Avios didn't appear initially so I followed up and they appeared the following day. They did also tell me they valued my Blue membership, so perhaps that had something to do with it ;) |
Originally Posted by GetawayGertie
(Post 31414276)
The CSD first said "what do you want me to do?" I said perhaps some Avios - he offered 5,000 which I didn't think was satisfactory. From memory, that was when the condescending explanations began. He came back a few minutes later and offered 10,000 but by that point I'd had enough of his attitude, to be honest.
Sounds like a call to YouFirst might be my next step. I don't want to be unreasonable but I do think it was handled very badly. |
Originally Posted by notakeenflyer
(Post 31414323)
For reference, I recently received 15,000 Avios after a LHR-SIN flight in CW (redemption) where the hinge on the screen was faulty and the screen did not stay in place, managing at best 45 degrees but still moving. May sound petty, but it didn't lock in place in front of me, and I wasn't about to lean forward and to the side to watch it head on for 13 hours. Raised it with crew who did their best to fix it with wooden stirrers to no avail. The guy did promise to send the CSD over but that didn't happen. Filled out the web complaint form when we got home and I was immediately offered 15,000 Avios which I thought fair.
Initial response took about a week, and for some reason Avios didn't appear initially so I followed up and they appeared the following day. They did also tell me they valued my Blue membership, so perhaps that had something to do with it ;) |
Originally Posted by Breadstick77
(Post 31414411)
I've had this issue with the screen on UD on the 747 quite a few times. Luckily the CSD on the first flight had a trick up her sleeve and she used a wine bottle cork to wedge the sliding mechanism in place (it worked perfectly). Every time it's come up as an issue since, I've told the crew of this little trick which they've then tried and it works every time. ... it didn't occur to me ask for Avios... wish I had now as I'd have prob another 60k avios in the account. :-)
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Originally Posted by Breadstick77
(Post 31414411)
I've had this issue with the screen on UD on the 747 quite a few times. Luckily the CSD on the first flight had a trick up her sleeve and she used a wine bottle cork to wedge the sliding mechanism in place (it worked perfectly). Every time it's come up as an issue since, I've told the crew of this little trick which they've then tried and it works every time. ... it didn't occur to me ask for Avios... wish I had now as I'd have prob another 60k avios in the account. :-)
IN general, it is really not good enough that people have a poor flight in First - myself included. Are there cabin crew specifically trained for First or can anyone just bid for these flights? |
Out of interest can I ask what route this was? LHR to ???
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Originally Posted by GetawayGertie
(Post 31414055)
I travelled First for the first time last Saturday on a longhaul from LHR but unfortunately not everything went well. There was an issue with a broken IFE system that never did get resolved.
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Yes, understood - technology is often the problem in all walks of life ;-)
It wasn't so much that it wasn't fixed, it was much more the way the whole situation was handled. This was my first time in First and I'd been really looking forward to it, but the attitude I encountered definitely spoiled my experience (and for my husband, too, who'd wanted it to be a real treat for me). I was left feeling embarrassed and uncomfortable, which wasn't at all what I was expecting. |
Your husband should have switched with you :p |
Originally Posted by FEMW
(Post 31414432)
The cork trick sounds a better idea than the swizzle stick I got given...which would suddenly snap and bits of plastic flying through the air. Maybe I should carry a cork with me but flag it up for avios purposes!! :-) You really do wonder if general planned maintenance is carried out these days.
IN general, it is really not good enough that people have a poor flight in First - myself included. Are there cabin crew specifically trained for First or can anyone just bid for these flights? As always, it’s often not so much what is said or done but how it is said / how the customer was treated that gets remembered. |
Probably bucking the trend here but I've had good flights in First recently so submitted positive feedback to Customer Services and received a reply within 24 hours from GGL Customer Services.
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Have we had an answer yet as to whether there were other seats available with working IFE? If there was then I'm not sure any compensation would be offered.
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Originally Posted by golfmad
(Post 31415496)
Have we had an answer yet as to whether there were other seats available with working IFE? If there was then I'm not sure any compensation would be offered.
https://www.flyertalk.com/forum/showpost.php?p=31414276&postcount=13 OP indicates just one spare seat but that it suffered the same issue, so unfortunately moving doesnt seem to have been a solution this time |
Originally Posted by BertieBadger
(Post 31415512)
Post 13
https://www.flyertalk.com/forum/show...6&postcount=13 OP indicates just one spare seat but that it suffered the same issue, so unfortunately moving doesnt seem to have been a solution this time |
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