4000 miles compensation and a Q.

Hi,

I'm just looking for a little feedback please.

In brief, we flew back PE from MCO in August on a refurb'ed 747. Very disappointed to find that I had a broken seat that would not recline, particularly as it was the late flight home and I had hoped to get some sleep. The FSM offered me 4000 miles but I politely declined and so she advised me to email CS.

I emailed VA CS and received the automated reply stating they would get back to me within 28 days, towards the end of this period, as I had heard nothing I posted a message on the VA FB page. Greg looked into the matter for me and reported back that 4000 was the set amount of compensation and that was that....

Am I blowing this out of proportion as I still feel a bit disgruntled or should I just accept that VA got me from A to B and that is the end of the matter?

I also complained about our cases not being segregated from the economy cases again (this also happened on our Easter trip and seems to be due to dropping the cases at DTD) and therefore we had another long wait at the carousel at MAN. Greg advised that as it had happened twice they would investigate the matter and he hopes it does not happen on our next trip.....

And then a quick question...

We have PE flights booked for Easter 2013, K code. Are we able to change the dates at all for a fee or are K code tickets completely non-changeable?

Many thanks in advance.

Ali.

I got 10k miles for a dodgy seat in PE (reclined itself on take off) and non-priority luggage. There were a few other bits but can't remember what they were.

CS just seem to give the 'here are some miles and go away' slant to most things.

4000 miles does seem to be the norm for minor complaints.

It's annoying I know but remember there are some seats on aircraft that don't recline at all (due to an exit row or a wall behind) and they don't cost any less so it's clearly not considered a right.

Many thanks for your replies.

Any feedback as to whether I can alter a 'K' ticket?

Thanks again.

Ali.

'K' is a non-flexible booking class. However, it allows changes but for a change fee (of about £90 I think) + the fare difference.

On my return trip from my honeymoon Cancun we traveled on a non refurbished plane (Hot Lips I think). My headrest was broke off my seat, we didn't get any food for breakfast and the check-in agent in Cancun argued with me that I could not check in 2 bags per person whilst flying premium even though we had flew out with 2!

I got offered 5000 airmiles, I refused and now have accepted a free space available upgrade to Premium Economy for me and my wife on our next flight.

I got no joy out of the the customer services advisers so I started working my way from the top down.

Please see the link below for information regarding your K ticket
http://v-flyer.com/the-toolbox/fare-codes?code=K

We flew back a couple of years ago from St Lucia and my PE seat was broken and would not recline. On board I was told I would 15K miles compensation, or they could move me to economy. I was originally only credited 10K miles and I had to complain to get the rest.... (good job I made a note of the crew member!)

As far as I know, ALL PE seats have full recline available; even the back rows against a bulkhead, so I was very unhappy about my lack of recline...

4K seems a very poor "fob off" to me when the main value of PE is the "better / larger / more recline" seat...

For the record, after having issues with the Premium Economy IFE on Ruby Tuesday, my wife sent a very balanced letter, in which she criticised the (non-refurb) LGW aircraft but praised the crew. (IFE system didn't work well, crew gave us DVD players, and a good choice of films).

We were credited with 10,000 miles.

Still feel that giving miles is a lip service gesture. It costs them nothing, and they gave us just enough so that we can't use them for anything, in the hope that next time we fly, we will forget the bad experience, and hand them cash we would otherwise give to the competition. I wonder how they handle complaints from people who aren't in the Flying Club?

We were credited with 10,000 miles.

Result y) y) Better than my 5000 for a non functioning IFE on the VS22 from IAD to LHR a few months back

It costs them nothing, and they gave us just enough so that we can't use them for anything, in the hope that next time we fly, we will forget the bad experience, and hand them cash we would otherwise give to the competition. I wonder how they handle complaints from people who aren't in the Flying Club?

Well it does, the miles that they hand over are still a liability to them as people can use them for upgrades and reward flights that would otherwise generate more revenue. 10,000 miles is enough for an east coast US one way one cabin upgrade 8D so get spending..

Interesting question on the non FC member compensation.... I guess after someone has flown they could just put them into a new account for the pax in question, as well as mileage and tier points earned for the flight they took.

If this was unacceptable they could always quote the old chestnut that you are paying for an A-B transfer and refer you to their conditions of carriage.. everything else is just icing on the cake and as long as you are not being treated like herd cattle on the way to slaughter, not sure what else could be done other than flying a different carrier in future ?|

If we are talking human rights violations (no green tea on board for example ) you will have to follow through with VS complaints process first and then if you are still not satisfied, and we are talking law breaking/rights been violated here, they will refer you to some third party organisation somewhere....Personally, I have never heard of things needing to go this far before.. anyone else?

[honey lamb]

I wonder how they handle complaints from people who aren't in the Flying Club?

I made a complaint (and like your wife's, a very balanced one after my first flight with VS where anything that could go wrong, did!) when I wasn't a FC member. We received vouchers - and a few other goodies which wouldn't be on offer these days as that was back in 1997

Poor really from an airline that set the gold standard in customer services "back in the day".