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What Is The Price For Inconvenience?  
User currently offlineAirpearl From Malaysia, joined May 2001, 943 posts, RR: 26
Posted (7 years 6 months 3 weeks 4 days 15 hours ago) and read 4720 times:

On my flight on Cathay Pacific a couple of days ago from Perth to Hong Kong, the IFE broke down 15 mins into the 7h30min flight. Attempts to reset the system failed and the 300+ pax aboard the full A330-300 flight were left to their own devices to amuse themselves.

The crew were apologetic (even the captain apologised twice during the flight and again when we arrived in Hong Kong). As we disembarked, each passenger was handed a US$25 1-year validity voucher for dutyfree items from Cathay Pacific for the "inconvenience".

This made me wonder if there was something close to a 'standard' compensation for failures in service such as this. Is $25 above or below average compensation? Would like to hear how much, if any, you have been compensated for in instances similar to this.

11 replies: All unread, jump to last
 
User currently offlineBCAL From United Kingdom, joined Jun 2004, 3384 posts, RR: 16
Reply 1, posted (7 years 6 months 3 weeks 4 days 14 hours ago) and read 4710 times:

Quoting Airpearl (Thread starter):
if there was something close to a 'standard' compensation for failures in service such as this. Is $25 above or below average compensation?

I would not think that failure of the IFE system could be considered a serious inconvenience for the pax - an annoying inconvenience perhaps for those who lives are dependant on the screen. After all, it is a gadget there for the pax's entertainment and there is no contractual agreement for the airline to provide it. If the IFE broke down, can you not read a book, newspaper or magazine, perhaps talk to your travelling companion or play cards, or even have a short sleep? How do you think people survived flights in the days before IFE (when the journeys were considerably longer)?

Any compensation for the loss of the IFE is a gesture of goodwill by the airline. IMHO a free drink would suffice, $25 was very generous.



MOL on SRB's latest attack at BA: "It's like a little Chihuahua barking at a dying Labrador. Nobody cares."
User currently offlineAlaskaqantas From New Zealand, joined Dec 2005, 905 posts, RR: 4
Reply 2, posted (7 years 6 months 3 weeks 4 days 14 hours ago) and read 4709 times:

Quoting Airpearl (Thread starter):
US$25 1-year validity voucher for dutyfree items from Cathay Pacific for the "inconvenience".

thats a possible $7,500+ that cathay could lose. Although they figure that most of the people won't use it. So there for it makes them look good, while only losing a bit, because in all reality if someone buys something for $25 cathay would only have lost the price in which they had to pay for the object. Its not like if someone was only selling one thing and that person with the coupon took away all their revenue because someone with real money didn't get it.

yes it is $25 that they didn't make, but cathay I think is more worried about pleasing their customers!

sorry I realise now thats not at all what you asked  Smile

back in 2002 I flew NWA, when we landed our bags were no where to be seen, NW compensated us with I believe $20 off on future flights (we never used it).

back before 2000 UA gave my mum and brother $50 each for future travel with them because the personal lights weren't working, the flights was 2.5 hours late among other reasons, we did use those!

more recently:
In 2004 NZ gave me $35NZD in Rotorua for food because our plane had issues. we had tried to take off twice and the pilots had to stop each time because the aircraft didn't want to go airborne. so they had to wait for a mechanic to come down from AKL to fix the problem, we could take a bus up if we had a connection, but I didn't so I had to wait at the airport all by myself for a long time. For those of you who have been to ROT before it was re-done know how much of a bore it is with out a camera.

but now adays I don't see vouchers being given out in the US airlines, so i would take that voucher and use it! you should have asked other people if they were going to use it and if not bought it off them for $20 dollars or something.
~Cheers-
~~Kyle H.



to some people the sky is the limit, to aviation enthusiasts, its home!
User currently offlineAirpearl From Malaysia, joined May 2001, 943 posts, RR: 26
Reply 3, posted (7 years 6 months 3 weeks 4 days 6 hours ago) and read 4688 times:

Quoting BCAL (Reply 1):
If the IFE broke down, can you not read a book, newspaper or magazine, perhaps talk to your travelling companion or play cards, or even have a short sleep? How do you think people survived flights in the days before IFE (when the journeys were considerably longer)?

Hold on. What's your problem? I don't think I was actually complaining here. The tone of your message is condescending and, as a matter of fact, I did finish a whole 325-page novel during the flight - something I haven't done for a long time now!
All I merely asked was whether people had been compensated for their IFE breaking down. No need to get your knickers in a twist, as someone from your country might say.


User currently offlineAirpearl From Malaysia, joined May 2001, 943 posts, RR: 26
Reply 4, posted (7 years 6 months 3 weeks 4 days 6 hours ago) and read 4684 times:

Quoting Alaskaqantas (Reply 2):
So there for it makes them look good, while only losing a bit, because in all reality if someone buys something for $25 cathay would only have lost the price in which they had to pay for the object. Its not like if someone was only selling one thing and that person with the coupon took away all their revenue because someone with real money didn't get it.

Almost everything Cathay sells inflight costs >$25, so it was a rather clever ploy to get people who don't usually shop onboard to do so, as this sucker eventually did, spending much more money than he originally intended!


User currently offlineSwiftski From Australia, joined Dec 2006, 2701 posts, RR: 2
Reply 5, posted (7 years 6 months 3 weeks 4 days ago) and read 4668 times:

mm I'm on the fence here.

Why did I pick Virgin when I realised I'd be flying a lot to Asia/Australia? For the IFE, mainly. Travelling with 12-13 year old child makes these kind of choices for you.

Let's say you spend $3,000 on Premium for 2 pax to PVG from LHR, and the IFE dies on the outbound (night flight)? The promises of "we can watch movie xxxxxx together, then you can watch tv show xxxxxx" would be out the window, and you'd have 10-11 hours of grumpy child on your hands!

Personally, I don't by any means RELY on the IFE if travelling alone, but for sure it is a great thing to have. I would be annoyed if it went down, as I was in October on VS250, when it jumped throughout the flight.

Having said that (told you I was on the fence) I agree that there is nothing to bind an airline to IFE, or it's functionality, other than Customer Satisfaction.

Imagine alcohol was an extra on VS - If I couldn't sleep on a flight so wanted to watch some movies, but the IFE was down, what would happen? Well, if Virgin would give me a couple of beers for free (in turn putting me to sleep!!) then would that have been an acceptable substitute? Of course.

So I think it's really case by case, person by person.

Gosh I'm rambling.


User currently offlineAY104 From Canada, joined Nov 2005, 505 posts, RR: 6
Reply 6, posted (7 years 6 months 3 weeks 3 days 20 hours ago) and read 4653 times:

I think any kind of compensation for such is totally unnecessary, but great PR on their part. Of course, being an "old timer", I have been on flights to Europe, for example on a Britannia, which took 22 hours including refuelling stops. So, my views are a little different than say, a generation that has been used to all these conveniences and entertainments for their entire lives. Having said that, one becomes accustomed to these things and takes for granted that they will work, and it's a bit of a letdown when they don't. I think Cathay Pacific did an extremely great job in the circumstances. I actually have yet to be on any aircraft with PTV, and am quite looking forward to it! I may be "old", but I still love to experience and learn new things.
Many happy flights to you!
Cheers,
AY104



The only thing a customer should expect for his/her loyalty is good service
User currently offlineExFATboy From United States of America, joined Jul 2003, 2974 posts, RR: 9
Reply 7, posted (7 years 6 months 3 weeks 2 days 2 hours ago) and read 4627 times:

Quoting BCAL (Reply 1):
If the IFE broke down, can you not read a book, newspaper or magazine, perhaps talk to your travelling companion or play cards, or even have a short sleep? How do you think people survived flights in the days before IFE (when the journeys were considerably longer)?

Well, if the airline advertises the IFE, a lot of people just don't bring books, etc, presuming the IFE will be there and taking advantage of it to save on carry-on weight. And then if it breaks down, they have nothing to do...not a big deal on a short flight, but if you're looking at 8-12+ hours, that's a long time.

And while it may not be in the Contract of Carriage, if an airline advertises IFE and then doesn't deliver it, you're not getting what you paid for, and a modest recognition of that is not unreasonable. Cathay Pacific performed commendably here.

I always carry at least one book, a magazine or two, and my iPod even if IFE is advertised, but that's 'cause I usually don't find anything on the IFE I like. Most of my travelling is alone (and I have the WORST luck when it comes to seatmates), so cards or conversation are usually not an option.


User currently offlineACDC8 From Canada, joined Mar 2005, 7642 posts, RR: 36
Reply 8, posted (7 years 6 months 3 weeks 1 day 6 hours ago) and read 4596 times:

I wouldn't consider a broken IFE an "inconveinience". A missed cnx, delayed, cancelled flight or landing at an alternate aiport due to wx or mx problems are inconveineinces.

As other members have replied about, a $25 voucher for a broken IFE is exceptional and great PR, but not required and should not be expected.



A Grumpy German Is A Sauerkraut
User currently offlineDeskflier From Sweden, joined Jan 2007, 537 posts, RR: 0
Reply 9, posted (7 years 6 months 3 weeks 1 day 6 hours ago) and read 4595 times:

Some people would say a broken IFE is a blessing.


How can anyone not fly, when we live at a time when we can fly?
User currently offlineAirpearl From Malaysia, joined May 2001, 943 posts, RR: 26
Reply 10, posted (7 years 6 months 2 weeks 1 day 17 hours ago) and read 4544 times:

The IFE broke down in First Class on SQ's brand new 777-300ER in a trip report. See NewSQFC HKG-SIN, SQ BC SIN-CPT, SAA FC CPT-LHR (by Xtra1 Jan 13 2007 in Trip Reports)

The airline compensated him US$150 and that was for a 3hr+ flight between Hong Kong and Singapore!


User currently offlineCPH757 From Denmark, joined Sep 2005, 684 posts, RR: 2
Reply 11, posted (7 years 6 months 2 weeks 1 day 9 hours ago) and read 4525 times:

Well, I have another perspective on this one. I flew AF CDG-HKG last summer, and the IFE on the 777-300ER didn't work at all. The flight was even 2-3 hours delayed, apparently because they tried to fix the IFE. No compensation given.

Would people really wait two hours more (especially in CDG Big grin), to get a working IFE during the flight? Personally I wouldn't, although the PTV's are indeed nice to have.

Like Airpearl who read a 325 page novel on his flight, I managed to sleep for almost 10 hours! That has never happened before (not even 2 hours), and will probably never happen again  Smile

btw, my inbound flight for that trip CPH-CDG was delayed 45 minutes, and AF handed on 10$ meal vouchers (it was even announced in speakers throughout the airport) in CPH. Quite a nice gesture.



Last flight: SAW-CPH on H9 on 02/11/09 - Next Flights: 23/12/09 CPH-AAL on QI, 30/12/09 CPH-LHR on SK, 19/01/10 CPH-CDG-
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