Compensation for broken seat
Oct 10, 2018, 3:08 pm
#1
Original Poster
Join Date: Jun 2004
Posts: 1,556
Compensation for broken seat
Hi
Appreciate advice from the experts on compensation for broken seat - and how to escalate.
In August I flew with family to USA. For SFO-ZRH leg in C class, both my seat and that of my daughter were broken - no recline, footrest, lumbar support or adjustment possible, no IFE, no electronics/lights for the full 12 hour flight. Maitre'd was extremely apologetic, and was able to manually adjust seat partially once - but could not fix lumbar, so seat was still extremely uncomfortable. There were no free seats in C or F - or even 2 seats together in Y.
Maitre de was willing to offer CHF 300 per person e-voucher on board, as that was the maximum he has - but suggested to contact customer care instead for a 'much more generous' offer due to major inconvenience.
However, when I raised complaint they emailed me back CHF 100 e-voucher per person, which I think is derisory. They won't even reply to reply emails or any contact to request more generous compensation - I have had no reponse to multiple emails.
1. What do you think is a reasonable compensation for this - miles and/or voucher?
2. How can I escalate to customer care, to get a suitable response?
Thanks very much!
Appreciate advice from the experts on compensation for broken seat - and how to escalate.
In August I flew with family to USA. For SFO-ZRH leg in C class, both my seat and that of my daughter were broken - no recline, footrest, lumbar support or adjustment possible, no IFE, no electronics/lights for the full 12 hour flight. Maitre'd was extremely apologetic, and was able to manually adjust seat partially once - but could not fix lumbar, so seat was still extremely uncomfortable. There were no free seats in C or F - or even 2 seats together in Y.
Maitre de was willing to offer CHF 300 per person e-voucher on board, as that was the maximum he has - but suggested to contact customer care instead for a 'much more generous' offer due to major inconvenience.
However, when I raised complaint they emailed me back CHF 100 e-voucher per person, which I think is derisory. They won't even reply to reply emails or any contact to request more generous compensation - I have had no reponse to multiple emails.
1. What do you think is a reasonable compensation for this - miles and/or voucher?
2. How can I escalate to customer care, to get a suitable response?
Thanks very much!
Oct 11, 2018, 12:22 am
#2
Join Date: Aug 2000
Location: ZRH / YUL
Programs: UA, TK, Starwood > Marriott, Hilton, Accor
Posts: 7,295
Just to clarify: Did you accept the CHF300 vouchers on board and are asking for additional compensation, or did you not take the on-board vouchers and all LX is now offering is a CHF100 e-coupon?
Oct 11, 2018, 2:31 pm
#5
Original Poster
Join Date: Jun 2004
Posts: 1,556
I accepted the CHF300 onboard voucher tickets as it was the only documentation/reference he could give me. I did not redeem it by entering code online and chooseing between CHF300 or 10,000 miles as he suggested that was best not to, as customer service team would make a 'much more generous' offer. I still have the tickets available.
Last edited by 2035; Oct 11, 2018 at 2:57 pm
Oct 12, 2018, 12:15 am
#7
Join Date: Aug 2000
Location: ZRH / YUL
Programs: UA, TK, Starwood > Marriott, Hilton, Accor
Posts: 7,295
My line of argument would probably run like this:
- Without a functioning seat, my flight in C was more like a flight in Y
- On a one-way basis, I paid 55'000 miles for C but you gave me Y, which is 30'000 miles
- So you have to refund me 25'000 miles.
- You value 10'000 miles as CHF300 in vouchers, so the total compensation should be 25'000 miles or CHF750.
- Without a functioning seat, my flight in C was more like a flight in Y
- On a one-way basis, I paid 55'000 miles for C but you gave me Y, which is 30'000 miles
- So you have to refund me 25'000 miles.
- You value 10'000 miles as CHF300 in vouchers, so the total compensation should be 25'000 miles or CHF750.