Non Functioning Headphones in First
 

I flew first on an ex CX 777 BKK - DOH with a defective headphone socket rendering the IFE unusable.

The crew were unable to fix it as the socket was broken.

I submitted a complaint and have been offered a somewhat derisory 3,000 Avios.

I have pushed back and been basically told that is it.

Is this a standard amount for IFE issues ?

Makes BA customer service look amazing by comparison 😳

What were you looking for?

Given QR’s reluctance to offer any sort of compensation for operational failures and issues I think you have done quite well to extract this offer . As you say not on a par with current BA offerings though . Out of interest when did this happen and how long did it take for QR to make this offer ?

I was not sure how much to expect to be honest given their track record for dismal customer service post flight, but I was expecting a bit more than 3000 avios 🤣

The flight was in June and it took them about four weeks in total which is pretty quick judging by some of the threads I have read.

I did have to chase them after I pushed back their initial offer though.

Were the six F seats taken?

How much more?

more details please
 

Your concern would be much stronger IF you drew this to the attention of the cabin crew in flight. Did you?

To be fair to the op, a 7 hour flight with no IFE is , IMO, a big detraction from the whole flight experience. The op is asking if anyone has any experience of escalating this, if you don'y why comment?

Personally , I think 3000 is a poor compensation. But good luck to the op.

See the second sentence in post #1.

I'd be fine with 3000 Avios, but I have an iPad / headphones as an alternative and/or would read/sleep/eat instead.

That would depend on the person, I guess? I haven't opened the IFE for anything except a glance at a map for the last 10+ years.

-A

I agree that BA has set a stupid precedent by handing out £150 eVouchers or 10K Avios for an unpleasant bacon sandwich on a 40 minute flight from Manchester to London, but 3k Avios is just derisory.

Yes all full unfortunately.

Oh well just had to take advantage of the Champagne and food so not all bad !

Last year I received 45,000 from JAL for an F seat that did not recline for about 15 minutes of the flight. I didn’t complain, I just brought up that it wasn’t reclining and before they even started to fix it the purser brought over an iPad and insisted I fill out a customer service form. They got it working and she still apologized half a dozen more times throughout the flight. I was met in the Sakura lounge by another JAL rep that continued to apologize.

I do love Qatar with all of their quirks though, even the surly customer service at times.

The contrasts of customer service of those two countries and cultures is, if not a fair comparison, surely a huge leap.

-A

This was my thinking two, on my last two QR Fs I had: 1) Table that the crew couldn't get out [eventually they did manage it when I'd departed] and 2) the same issue as you, headset not working. This was within the last four months on the LHR-DOH route, one in each direction.

However, in both cases I was moved to a different seat and no harm done, but it is a sign that the maintenance / seat checks on those A380 isn't as good as it could be. In general I would be surprised if QR did much for you beyond saying sorry, so by getting any Avios you're up on many.

Hopefully you managed to drink the IFE upset/compensation you desired in increased champagne and caviar consumption - which it seems you did, so its not the end of the world - and that would be my tip for anyone else in the future!