Broken IFE and delayed case....

Hi Guys,

We flew on VS074 on saturday. DD's IFE screen was not working. DH asked the CC about it and she said she would re-boot it. This didn't work so she tried again. By this time in all honesty we were ready for a sleep so it didn't get fixed.

Then on arrival at MAN one of our cases was missing. Made enquiries and it was located at MCO and so they delivered it to us yesterday.

My question is this, all though these two things did not bother us too much, is there any chance of us claiming some FC points if I complained to the right person??

Just thought it might be worth a try? Or I am wasting my time? If it's worth a try could someone let me have the appropriate email addy please?

Thanks.

Ali

[Neil]

I guess it depends on if you feel you deserve some sort of compensation. To me it seems things were handled well by both the crew and VS and I personally would push for anything more, but others may have a different POV.

I imagine the crew could have given you a DVD player if you had requested one.

If you want to contact them, email CS, the address is on the VS site under the contact us section, or write to them at the main Crawley address.

Neil

There is a very recent TR from a UC PAX coming back JFK; he says he mentioned to the FSM that his IFE didn't work the entire flight. He was offered 8k on the spot. Don't know if this is because he was UC or that it's really easy for FSMs to chuck the miles around - maybe use the example as precedent? One could argue that the 'need' for IFE outside of UC is greater given that it is less comfortable? I would link to the TR but I'm on the BlackBerry - sorry!

Ali - I would suggest using the details below:

[email protected].

Virgin Atlantic - Customer Relations
PO Box 747
Dunstable
LU6 9AH
UK

linked from http://www.virgin-atlantic.com/en/gb/cu ... /index.jsp

Let us know how you get on!

Luke

IF you were to contact VS (and I probably wouldn't in the same circumstances) simply express your dissapointment at their being no IFE. Don't demand compensation / miles or say that you know 'X got 8k miles' so you expect the same as this will make VS point to the T&C that says that the IFE are not part of the contracted services for the flight.

As to the delayed case, again that's an annoyance but again it looks to have been dealt with quickly (especially delivering it to you on a Sunday during a Bank Holiday Weekend!). If it had been outbound then VS would have been liable for some incidental expenses but not when it's the return leg.

There is a very recent TR from a UC PAX coming back JFK; he says he mentioned to the FSM that his IFE didn't work the entire flight. He was offered 8k on the spot. Don't know if this is because he was UC or that it's really easy for FSMs to chuck the miles around - maybe use the example as precedent? One could argue that the 'need' for IFE outside of UC is greater given that it is less comfortable? I would link to the TR but I'm on the BlackBerry - sorry!

Craig, here is the link (I think) you are referring to:

http://v-flyer.com/forum/index.php?f=6&t=269106&rb_v=viewtopic

There is a very recent TR from a UC PAX coming back JFK; he says he mentioned to the FSM that his IFE didn't work the entire flight. He was offered 8k on the spot. Don't know if this is because he was UC or that it's really easy for FSMs to chuck the miles around - maybe use the example as precedent? One could argue that the 'need' for IFE outside of UC is greater given that it is less comfortable? I would link to the TR but I'm on the BlackBerry - sorry!

I believe that VS have guidlines of what they are willing to pay out for different situations, and these vary by what class you were flying, more points give to IC passengers, least to Economy. But as these seem to only be guidelines the amount rewarded for the same situation can vary a lot. I think the FSM can give miles on the spot to any class.

As I hope you could tell from my original post, we didn't get our knickers in a twist about either situation as all ended well and we thought the delayed case was dealt with very efficiently. I just thought if I had a reply saying that most customers would be offered X amount of miles in this situation then it would be worth me chasing it up.

Thanks for all the replies, I may as well send a pleasant email and see what happens....

Thanks again,

Ali.

Ali - I would certainly send an email highlighting your experience whilst mentioning the positives from the outbound sector.

FSMs can offer FC miles during the flight (there is a form they have to use!!) if they are aware and a DVD player would have been provided but totally understand sleep was important!!

I was on a flight recently where my IFE did not wish to work that night, I did write in mainly as the FSM and CSS did not come to see me about it despite asking to see them - so I was provided with miles for my inconvenience. I think an email is in order.

Pleased the case made it back too - a good result!

Thanks

Jon

Craig, here is the link (I think) you are referring to:

http://v-flyer.com/forum/index.php?f=6&t=269106&rb_v=viewtopic

That's the one!

Thanks for digging out.

Concede that it's probably not reasonable to wade in 'giving it large' as it were, but it's interesting to hear that there is a degree of discretion given to FSMs as to how they address these onboard problems.

I think I'd probably take the 8000 miles over the IFE if there isn't much on!

Just for further reference, I was on a flight from SFO - LHR last summer in PE. A previous passenger had snapped their headphone plugs in the socket so there was no sound available for IFE, and no DVD players were available. Crew suggested emailing CS who gave me 4k miles for that.

[mitchja]

I also received 8000 miles from the FSM on-board due to V:Port issues in J when I flew on G-VBIG to MCO in March.

Whilst the FSM approached me (and every other J pax) on that occasion, it's always a good idea to raise any issues with the FSM whilst still on-board. That way any IFE issues are recorded and logged.

In your case I would still contact customer relations.

Thanks for all your replies.

I have sent a pleasant email to CS and await their reply. I'll keep you posted on the outcome.

Ali

I was in UC on the way back from SFO a couple of years ago, having upgraded from PE at the airport using miles.
It was kind of a debarcle of a journey in the end... we got moved around so that a family could sit together, and were put into two seats where the IFE didn't work, and the seat didn't recline. Then, to top it all, neither of my bags arrived back in London with me.
I got 15,000 miles for that. Wasn't really asking for compensation, more giving them feed back about what was ultimately a very frustrating flight and a very poor VS experience.
On the plus side, it only cost 20,000 miles to upgrade from PE to UC (special offer at the airport) and I got 15k of those back, the onboard FSM gave me some duty free vouchers to incentivise me to move seats in the first place, and I didn't have to carry my two (heavy) bags home - they were delivered the very next day! Result! That left me feeling much happier about the experience. Bless 'em.
(AND we got an op-up on the outbound sector, too!)

Just reporting back...

I received an automated response to my email stating that I should allow 28 days for a reply so I was quite surprised to find a message on our home answering machine on Friday from VA Customer Relations asking me to call them back....

Tried yesterday at 5.15pm but got a recorded message saying they were closed and their opening hours were 10am to 6pm ?|

Tried again this morning and got the same recorded message ?|

I was about to try one last time when I managed to get through. Spoke to a very nice lady who was (overly) apologetic, she must have said sorry about 20 times during the short conversation! and she informed me that she would credit my flying club with 4k miles and 6k miles (one amount was for the missing case and the other was for the broken IFE - but I can't remember which was around it was ).

Just checked my account and there is indeed a credit of 10k miles on it y)

Ali

Just reporting back...

I received an automated response to my email stating that I should allow 28 days for a reply so I was quite surprised to find a message on our home answering machine on Friday from VA Customer Relations asking me to call them back....

Tried yesterday at 5.15pm but got a recorded message saying they were closed and their opening hours were 10am to 6pm ?|

Tried again this morning and got the same recorded message ?|

I was about to try one last time when I managed to get through. Spoke to a very nice lady who was (overly) apologetic, she must have said sorry about 20 times during the short conversation! and she informed me that she would credit my flying club with 4k miles and 6k miles (one amount was for the missing case and the other was for the broken IFE - but I can't remember which was around it was ).

Just checked my account and there is indeed a credit of 10k miles on it y)

Ali

Excellent result and great customer service! y)

Sounds like a great result.

Fantastic result!

Jon

Had same problem on last trip to UK - movies and tv wouldn't play properly - like a digital tv with interference. Affected group of 4 seats.

Crew were extremely helpful - moved 2 people and gave the other 2 (me inc.) a dvd player. Also gave out a form offering 4000 miles or £20 VH voucher. I sent it in last Thursday and my account was credited by Monday.

W.

Just checked back on my account:

Apr 2010 Customer Relations IFE Bonus 8000

Aug 2008 Customer Relations In Flight Bonus 15000

Both in UC, the latter for a non-reclining seat (day flight)
Both flights had particularly good FSM & Crew.

It does seem very reasonable, particularly when freely offered in-flight without any complaint being needed.
As on so many occasions, a good crew can mean happy pax. even when things go wrong.