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Forums Frequent flyer programs British Airways Executive Club Broken F seat – level of Avios comp to push for

  • ecugkq30 56 posts

    Hi, my wife has just flown in F to Chicago from LHR on a cash fare, and her seat had a number of issues which warrant some compensation.

    Her in flight entertainment didn’t work the whole flight. Apparently this was also the case for the whole economy cabin (good luck BA with that one!) but she was the only passenger in F affected.

    The wifi also didn’t work, and she was unable to finish a couple of hours work she was planning to do on the plane.

    The at seat sockets also didn’t work for half the flight, but did start working about halfway through.

    The CSM was devastated apparently and came over multiple times to apologise. BA have already emailed with their opening comp offer of 10k Avios, but this feels pretty light given it was a cash fare in F on a day flight where you are more likely to want the entertainment. She also chose the flight because she was planning to get the work done using the wifi

    She has the youfirst email address and phone number, from experience what should she be pushing for in terms of Avios as compensation?

    Thanks!

    executiveclubber 303 posts

    The 10k offer is automatic by a robot as far as I understand so don’t be put off — if you push back to YouFirst with a short and succinct complaint naming the IFM who can corroborate, you should be able to gain much more.

    140k Avios is the standard offer for a broken seat in F but this doesn’t sound like an actual broken seat (that can’t recline), but rather IFE.

    Ihar 156 posts

    Small, niggly, things mount up. I’d have thought 50k a good endpoint. Whilst the wi-fi might be prone to operational issues, at least if you can’t work you can kick back and watch a movie. Alas, not. You should be claiming for the “wasted” time rather than anything else IMHO.

    travelmonkey 31 posts

    I just got 10k avios for an hour’s wait of on bags… On a 9.5k reward flight! I think BA should be able to do better than that for your F failures

    ExpatInBerlin 216 posts

    @travelmonkey it never occured to me to try claiming Avios comp for bag delays! I waited 90+ mins in Vancouver in Jan to get my bags from a CW flight from Heathrow. Wonder if there’s a limitation on how far back in time they’ll accept a claim?

    ecugkq30 56 posts

    Thanks all, good to get a benchmark of what to expect/argue for

    travelmonkey 31 posts

    @travelmonkey it never occured to me to try claiming Avios comp for bag delays! I waited 90+ mins in Vancouver in Jan to get my bags from a CW flight from Heathrow. Wonder if there’s a limitation on how far back in time they’ll accept a claim?

    We claimed because non property arrived before our CW priority and the BA LCY flight that landed 20 min after us got their bags 20min before us. We also missed out booked onward transport.

    For the OP, I think I once got avios out of BA for a black and white IFE screen in Trav! Sometimes it’s worth complaining.

    cin3 168 posts

    I would hope you hold out for something closer to 140k than 10k.

    Though I’ve never expected the WiFi to be functional enough go actually get work done on a flight…

    executiveclubber 303 posts

    50k would still not be an appropriate resolution for me. Perhaps for broken IFE in J, but for F, I’d want closer to 100k.

    If they come back with an unsuitable offer, think about the monetary value of the ticket and push for at least 50% of that in Avios. Or cash if you prefer.

    JDB 4,515 posts

    50k would still not be an appropriate resolution for me. Perhaps for broken IFE in J, but for F, I’d want closer to 100k.

    If they come back with an unsuitable offer, think about the monetary value of the ticket and push for at least 50% of that in Avios. Or cash if you prefer.

    I don’t know what BA will ultimately offer but the sums suggested (up to 140k Avios) seem extraordinarily greedy in comparison, for example, to the sums people receive for really quite serious criminal injuries. Obviously the IFE should work, but is asking for half of the Avios really justified on any objective analysis?

    I don’t use the inflight wifi, finding it quite nice to have a break, both those who do tell me it’s pretty unreliable on many airlines anyway and they wouldn’t count on being able to use it even if permitted to do so by their companies.

    executiveclubber 303 posts

    50k would still not be an appropriate resolution for me. Perhaps for broken IFE in J, but for F, I’d want closer to 100k.

    If they come back with an unsuitable offer, think about the monetary value of the ticket and push for at least 50% of that in Avios. Or cash if you prefer.

    I don’t know what BA will ultimately offer but the sums suggested (up to 140k Avios) seem extraordinarily greedy in comparison, for example, to the sums people receive for really quite serious criminal injuries. Obviously the IFE should work, but is asking for half of the Avios really justified on any objective analysis?

    I don’t use the inflight wifi, finding it quite nice to have a break, both those who do tell me it’s pretty unreliable on many airlines anyway and they wouldn’t count on being able to use it even if permitted to do so by their companies.

    140k is the standard amount BA offer for a broken seat. I don’t know what the standard offer for “quite serious criminal injuries is”, but I also don’t make the rules. Not sure what purpose your reply serves but it certainly doesn’t help the OP 🙂

    Nath4n 67 posts

    Just if a useful data point. I flew a 777 Club Suite J to Tokyo recently. The seat was broken when fully reclined as the final section failed to flatten, due to a broken motor, so it wouldn’t form a full lie flat bed. The flight was full so no alternative seats, but FA’s were great and were able to wedge it up with some cargo sacks meaning I was able to sleep fine. A FA took my details digitally on a tablet regarding the issue and I was given 60k Avios compensation within a few days which I was very content with.

    They then went and cancelled our return flight in J and attempted to put us in economy on a JAL red-eye departing 13 hours later, but that’s another story…

    Ihar 156 posts

    I just got 10k avios for an hour’s wait of on bags… On a 9.5k reward flight! I think BA should be able to do better than that for your F failures

    We got 10k each on a J flight for 12 hour delay on bags (from landing until delivered to door, plus costs for new clothes/toiletries refunded).

    Unless you’ve bought a cash fare, 140k seems excessive. Of course if your seat is broken and you intended to sleep its a different matter.

    zapato1060 696 posts

    How much for a baby that wont be quiet during the entire flight? Just kidding but there are some niggles that are out of the airlines control. I like Nathan’s 60k for compensation as 140k is obscene.

    meta 1,452 posts

    Just if a useful data point. I flew a 777 Club Suite J to Tokyo recently. The seat was broken when fully reclined as the final section failed to flatten, due to a broken motor, so it wouldn’t form a full lie flat bed. The flight was full so no alternative seats, but FA’s were great and were able to wedge it up with some cargo sacks meaning I was able to sleep fine. A FA took my details digitally on a tablet regarding the issue and I was given 60k Avios compensation within a few days which I was very content with.

    They then went and cancelled our return flight in J and attempted to put us in economy on a JAL red-eye departing 13 hours later, but that’s another story…

    Another evidence that CS is poorly maintained! Glad you got compensation.

    j8ybb 1 post

    To help your case, with very little fighting, we got offered 100k avios or £500 straight off the bat for a combo of my 3 year olds CW seat not being broken on outbound leg and my wife initially being downgraded on return leg at check in, after lots of in airport complaining she did end up in her rightful CW seat in the end by thd time we got to the gate. I’d fully expect 140k avios for a failed product in F on a cash ticket.

    Wiseoldman 91 posts

    I agree with people that we give our institutions too much latitude to provide a bad product and bad service without having to fight. At least we have some consumer rights and still we have to fight. Most of the world has no consumer protection. Try claiming from Qatar or Emirates etc. Dont even get a response!

    ecugkq30 56 posts

    Her bag was also not tagged as priority so another thing to add to the list. I phoned you first on her behalf and they said to wait until she completes the return leg of the journey as this means the comp request will get picked up by the customer care team. Thanks for all the input

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