What is the proper compensation for this type of entertainment system failure?
Jan 14, 2019, 7:27 am
#1
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What is the proper compensation for this type of entertainment system failure?
I had a flight SJU-FLL on Jan.2 and the entertainment system for the entire plane was out for the whole flight. I emailed B6 and their reply said "We issue a $15 travel credit to each of our customers in accordance with our Bill of Rights and as a gesture of our apology."
I double checked their Bill of Rights and it states, "If their system is inoperable on flights in the continental U.S, customers are entitled to a $15 Credit good for future travel on JetBlue."
This flight originated in SJU which is not part of the continental U.S. and when I pointed this out to their customer service department they answered, "Flights to and/or from destinations outside the contiguous U.S. operate beyond the DIRECTV and SiriusXM Radio coverage areas and as a result, these services are not always available. Free movies are offered on these routes, time permitting. Although our Bill of Rights does not provide for compensation of inoperable entertainment on these flights, we're pleased to see you were issued a $15 service credit for this inconvenience."
It sounds to me like they are ignoring the issue as I couldn't even view a free movie as their system was not functioning. Has anyone ever received more than $15 for a issue like this where the flight originated outside the continental US?
I double checked their Bill of Rights and it states, "If their system is inoperable on flights in the continental U.S, customers are entitled to a $15 Credit good for future travel on JetBlue."
This flight originated in SJU which is not part of the continental U.S. and when I pointed this out to their customer service department they answered, "Flights to and/or from destinations outside the contiguous U.S. operate beyond the DIRECTV and SiriusXM Radio coverage areas and as a result, these services are not always available. Free movies are offered on these routes, time permitting. Although our Bill of Rights does not provide for compensation of inoperable entertainment on these flights, we're pleased to see you were issued a $15 service credit for this inconvenience."
It sounds to me like they are ignoring the issue as I couldn't even view a free movie as their system was not functioning. Has anyone ever received more than $15 for a issue like this where the flight originated outside the continental US?
Jan 14, 2019, 4:24 pm
#3
Join Date: Jan 2016
Posts: 610
I had a flight SJU-FLL on Jan.2 and the entertainment system for the entire plane was out for the whole flight. I emailed B6 and their reply said "We issue a $15 travel credit to each of our customers in accordance with our Bill of Rights and as a gesture of our apology."
I double checked their Bill of Rights and it states, "If their system is inoperable on flights in the continental U.S, customers are entitled to a $15 Credit good for future travel on JetBlue."
This flight originated in SJU which is not part of the continental U.S. and when I pointed this out to their customer service department they answered, "Flights to and/or from destinations outside the contiguous U.S. operate beyond the DIRECTV and SiriusXM Radio coverage areas and as a result, these services are not always available. Free movies are offered on these routes, time permitting. Although our Bill of Rights does not provide for compensation of inoperable entertainment on these flights, we're pleased to see you were issued a $15 service credit for this inconvenience."
It sounds to me like they are ignoring the issue as I couldn't even view a free movie as their system was not functioning. Has anyone ever received more than $15 for a issue like this where the flight originated outside the continental US?
I double checked their Bill of Rights and it states, "If their system is inoperable on flights in the continental U.S, customers are entitled to a $15 Credit good for future travel on JetBlue."
This flight originated in SJU which is not part of the continental U.S. and when I pointed this out to their customer service department they answered, "Flights to and/or from destinations outside the contiguous U.S. operate beyond the DIRECTV and SiriusXM Radio coverage areas and as a result, these services are not always available. Free movies are offered on these routes, time permitting. Although our Bill of Rights does not provide for compensation of inoperable entertainment on these flights, we're pleased to see you were issued a $15 service credit for this inconvenience."
It sounds to me like they are ignoring the issue as I couldn't even view a free movie as their system was not functioning. Has anyone ever received more than $15 for a issue like this where the flight originated outside the continental US?
I don't think you should get caught up on the "Continental US" part, that's mostly a leftover from other IFE terms that only work in continental US. If you flew FLL-LIM or something similar it might make some sense to push back, but at/under 3h it's just like a Northeast-FL route.
TL;DR broken IFE on B6 = $15 service credit.
Jan 14, 2019, 9:03 pm
#4
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Had an inoperable IFE on AUA-FLL a while back, got $15 credit.
I don't think you should get caught up on the "Continental US" part, that's mostly a leftover from other IFE terms that only work in continental US. If you flew FLL-LIM or something similar it might make some sense to push back, but at/under 3h it's just like a Northeast-FL route.
TL;DR broken IFE on B6 = $15 service credit.
I don't think you should get caught up on the "Continental US" part, that's mostly a leftover from other IFE terms that only work in continental US. If you flew FLL-LIM or something similar it might make some sense to push back, but at/under 3h it's just like a Northeast-FL route.
TL;DR broken IFE on B6 = $15 service credit.
Jan 15, 2019, 9:34 am
#5
Join Date: Aug 2015
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Posts: 711
I think $15 is sufficient. This really should have been automatic for the entire plane but sometimes the FAs don't submit it. If you're not having any luck via phone, try tweeting them.
Jan 17, 2019, 9:26 pm
#6
Join Date: Nov 2008
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Jan 18, 2019, 4:02 am
#7
Join Date: Aug 2010
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Sounds like they have a guarantee for Continental flights
Sounds like they don't have a guarantee for non-Continental flights.
I think you got lucky and I wouldn't push it or they'd have the right to take it back.
Sounds like they don't have a guarantee for non-Continental flights.
I think you got lucky and I wouldn't push it or they'd have the right to take it back.
Jan 18, 2019, 8:16 am
#8
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I have already sent them several emails telling them that their bill of rights needs to be updated for travel outside the continental US.
Jan 18, 2019, 8:17 am
#9
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Jan 19, 2019, 10:46 pm
#10
Join Date: Mar 2006
Location: Miami, FL, USA
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They don't have to. They are very clear on their website and everywhere it mentions the DirecTV service that it will not work on international flights. It makes sense that they don't offer compensation on these flights, and that's why it does not offer compensation for inop IFE on them. That's what the bill of rights says. But I don't understand what you were expecting. You think that you should get more money for a 2 and a half hour flight from SJU-FLL than I get when the IFE is inop on my 6 hour 45 minute flight FLL-SFO???
Jan 20, 2019, 9:08 am
#11
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They don't have to. They are very clear on their website and everywhere it mentions the DirecTV service that it will not work on international flights. It makes sense that they don't offer compensation on these flights, and that's why it does not offer compensation for inop IFE on them. That's what the bill of rights says. But I don't understand what you were expecting. You think that you should get more money for a 2 and a half hour flight from SJU-FLL than I get when the IFE is inop on my 6 hour 45 minute flight FLL-SFO???
By the way, the length of the flight has nothing to do with the issue at hand but thank you for pointing out the time needed to fly FLL-SFO. .
Jan 20, 2019, 9:39 am
#12
Join Date: Mar 2006
Location: Miami, FL, USA
Posts: 4,046
My issue was not the Direct TV but the fact you couldn't even see a movie. I have flown this route before and when flying over water you can always watch movies which the last time I checked is still part of the entertainment system.
By the way, the length of the flight has nothing to do with the issue at hand but thank you for pointing out the time needed to fly FLL-SFO. .
By the way, the length of the flight has nothing to do with the issue at hand but thank you for pointing out the time needed to fly FLL-SFO. .