Posted this up in another thread about compensation as I did not want to start a new one but it seems no replies there so here it is again:

Flew in J from LAX to HKG on a 15 hour flight (1 hour longer than usual) - AVOD was not working on MOST seats and the crew handed out US$100 duty free vouchers.

There were many OP-UP's from Y to J (I was on a J ticket) and hence flight pretty full so no functioning seats available to move to. Besides I was on seat 11K which on 77A is one of the best seats in the front compartment which is nice and quiet and saw no reason to give that up.

I do not feel $100 is enough to endure 15 hours of boredom. I only slept for like 4 hours and the rest of the flight was awake...

Anybody else gone through similar situation and fought for it? What did you receive??

Nothing personal, but this comes off as one of the biggest "I'm so entitled" posts I've ever seen on FT.

15 hours without AVOD? Gee, you could read, write or just chilled out. And they gave you a $100 voucher to boot? How about we execute the lead flight attendant for good measure? Will that help? Mechanical problems happen. It's called life.

There are a lot worse things in the world. Be happy they gave you the voucher.

TBF

+1 ^

I'm more sympathetic. Given the cash the OP must have forked out for a J class seat, you'd at least expect things that were meant to work, to work.

The OP paid for a product that was not fully delivered and is justifiably upset. I suppose that you think it's also acceptable that it's acceptable for a movie cinema to say that "sorry, your seat is broken and you'll have to watch the movie standing. But hey, here's some free popcorn."

I disagree with the first ccouple of responses to your problem.

Inflight entertainment is marketed as a major part of the product offering and as such is designed to influence your decision to travel with one airline over another. (whether it actually does is another issue.)

The compensation you received however sounds reasonable... and is in the ballpark with offerings by say Qantas (although come to think of it Qantas may offer about $200 compensation - you could do a quick search over on the QF boards).

I guess it all depends on how much you use the AVOD. I only watch one movie on a flight, even a 15 hour one, so for me $100 would have been a bonus!

If all pax in the cabin, including those op-up'ed received the same $100, and you are on a paid J fare, then I would expect double the compensation provided to a op-up.

You don't mention but was the AVOD inoperable from the outset or did the problem develop shortly after take-off? I know in F class (on CX) I've had my seat assignment changed because they new the video wasn't working. They simply wouldn't let me sit in the seat... but they knew that before takeoff.

I also disagree with the first few posters...I definitely think the OP should be entitled to more than $100, although go about it politely. Indeed this did not come across as one of the "biggest" "I'm so entitled" posts. If you are flying on a ramshackle US carrier, then fine expect nothing. But if you choose to spend your dollars with CX then I think you should be treated like a customer who chose a 5-star airline

It was weird - the menu was working properly but there were no choices on any of the movies or tv shows. Map was working.

So on the ground the map was working...

Yes I feel I am entitled to more than they gave and the purpose of my post is for is to gauge what is reasonable and not to voice my complaint about the airline. The CX cabin crew almost always handle things very well to the point that they get embarrassed when such problems occur.

CX prides themselves on their service, AVOD system, seat, and just their overall product that they deliver. If something from that equation goes wrong then certainly some kind of compensation is due.

Yes mechanical problems happen and things happen in life and those that keep quiet about them are the ones who don't get anything out of it. If you don't feel you deserve something back when you didn't get what you paid for then good luck to you. Wish I had more clients like you so if I ever delivered substandard products I wouldn't have problems...

100% agree!
Bring a book & an iPhone while travelling!
Just relax & forgive, your life will be easy!

Your compensation is pretty standard cX compensation for this problem. I have received this for being in J from SYD but of course that is a shorter flight. I believe Y pax get either $25 or $50.

The OP has posted twice on this topic searching for answers to his/her specific questions. While we all sympathize, it seems that no one has fought with CX in a similar situation and received more than the $100 voucher. If they established a policy for this specific AVOD problem, why would they make an exception for you or anyone? Maybe your DM status would help get some commercial gesture, especially if you are a very-frequent flyer in premium cabins.

+1. I'd also think that even on a "ramshackle US carrier" you'd be entitled to more than $100 after spending several thousand dollars for a product that was supposed to feature IFE in good operating order.

FWIW, I had a similar problem with a BA transatlantic flight last year (also in J) and received 15,000 miles after writing a polite note about the matter. I'd value that more highly than $100.

Yes it seems that way so far about nobody having fought for it.

Why they would make an exception for me as opposed to others: I believe most people do not tend to complain and are satisfied with what they get or may complain verbally but do not go about putting the effort required to contact corporations to pursue the matter further. And those that do pursue such situations tend to get more than those who do not try (but not always of course). I have received a few complimentary UG vouchers from CX and was just trying to work out whether this justifies one of those or not...

i'd be pissed.

upgrade voucher J-F would be reasonable

i would fight