Reasonable time for compensation?

[mitchja]

Flew back from BOS May 22nd on the VS12. 6K on G-VEII was broken and would not recline or move at all. It took 2 crew members quite a while to get it flat so I could sleep. It was a full cabin so I was not able to move to another seat.

The flight service manager said they would write this up and also promised me 10,000 miles. These miles have yet to appear. What would you consider a reasonable waiting time before I contact VS regarding this matter?

It took at least 2 weeks for mine to get posted I seem to recall.

No more than 7 days.

If the FSM has indeed done it on the iPad, it should be pretty damn quick. (I actually think it's automated but I'll check into that). When I've had that in the past it's been within 24 hours. One time the miles were there when I landed.. which was insane.

Don't wait too long because if customer services want to follow up with the FSM, you want the incident fresh in their memory so they don't forget.

I was promised 10k miles last April as I was given food I had flagged I was allergic to. I hadn’t received them within 2 weeks, so checked with Customer Service and the request had not been received! .

I’m sure it was an oversight and they were really apologetic as they could see the request when they looked into it. Long story short, I received a fair few more miles

Do check, just in case

[buns]

Hi James
I am withy Commander B on this one - if the FSM was on the ball, the comp should have been almost instantanous.

Otherwise, two weeks is enough time for Crawley to get their act into gear.


Buns

PS - the quicker the A330's are replaced the better

[mitchja]

I’ve sent a email to VS so will see what happens.

This was the newest A339 (G-VEII) so not a good sign. Also the lack of knowledge was pretty evident as none of the crew really knew what to do to sort it as apparently the A339 J seat has no manual reset/release option.

The outbound A333 seat 8A on G-VGEM worked perfectly.

To be fair though I think that’s the first time I’ve ever had an issue with my seat in all the years I’ve been flying VS.

[mitchja]

Just had a call from VS. Apparently the report has not been uploaded / received so VS have now credited the miles plus a few extra as a way of an apology.

It's apparently down to the crew's iPads as if they don't connect to wifi when they land, nothing get's uploaded until they next log in. Sounds like VS need to be investing in cellular versions of iPads that don't just relay on WiFi!

It does mean that none-functioning seat is still in service so avoid 6K if flying on G-VEII for a while!

It’s not just the A330’s. Currently sat in 1k on Wendy Darling which I believe is around 3 months old.

Seat totally inoperative and screen glitching. After a screen reset now has no sound.

Crew very good and offered the 10,000 miles with no hesitation.

Might see if I can get a refund for the absolute garbage WiFi now. Slightly over 1 download and less than 1 upload.

Strangely enough, it’s still a good flight

David.

It’s not just the A330’s. Currently sat in 1k on Wendy Darling which I believe is around 3 months old.

Seat totally inoperative and screen glitching. After a screen reset now has no sound.

Crew very good and offered the 10,000 miles with no hesitation.

Might see if I can get a refund for the absolute garbage WiFi now. Slightly over 1 download and less than 1 upload.

Strangely enough, it’s still a good flight

David.

Just to follow up on this, woke up this morning at 3am as you do on your first morning, and an apology email in inbox with the miles posted already.

Hopefully the seat get fixed for someone’s return journey.

David.

I’m surprised that people seem willing to accept 10,000 points as compensation for a faulty seat in Upper.

The standard compensation on BA is 50,000 Avios for a Club World seat that is faulty but can recline manually with help of crew, or 80,000 Avios for a completely unreclinable seat.

For those unfamiliar, Avios and VS Points are pretty much the same value.

I’m surprised that people seem willing to accept 10,000 points as compensation for a faulty seat in Upper.

The standard compensation on BA is 50,000 Avios for a Club World seat that is faulty but can recline manually with help of crew, or 80,000 Avios for a completely unreclinable seat.

For those unfamiliar, Avios and VS Points are pretty much the same value.

I second this.

My main reason for flying upper is for the bed; if that's not available, then for me, there is no point flying upper. Depending on the flight, I'd probably have thought between 90,000-110,000 point compensation is more fair.

I had an issue on my flight form TPA where some upper class meals were not loaded. The FSM came to chat to me at the end of the flight and gave me a note I ended up getting 10.000 miles back it was about 4 months after my flight. Felt bad for the crew as this flight had only been flying for 2 moths at this point.

I've recently had exactly the same seat problem in 11A on G-VYUM. Promised miles and have received none thus far.

What's the best email to contact VS regarding issues like this?