Just flew back from Asia on overnight flight from Osaka to Sydney. A330 plane so decent business seat for some sleep. 2 hours in decided to get some rest only to discover the seat would not recline more than 60%. Crew on board did all they could but without success. So no good sleep at all. To make matters worse once I decided to sit up to have some breakfast seat would not return to eating position or landing position.
What would the forum think was reasonable compensation or if you have experienced what was the outcome?
With due respect to Matt2, nonsense. You paid for an experience you did not receive, and you deserve to be compensated for the inoperative seat. Generally, this would either be cash, a travel certificate, or QF points. A quick review on Flyertalk indicates good success when trying to claim compensation in these circumstances, even when the law does not specifically provide for it. While your mileage may vary, a traveller on one thread was offered 350 GBP for a non-reclining seat on BA, or 40k Avios, although it seems like many are offered less, and some more.
Australian consumer law is weak at protecting people from contracts drawn up by large companies where terms are all in favour of the company. I think you'll find Qantas T's & C's pretty much fireproof, I'm sorry to say.
This is an interesting question. If my car breaks down I only get the car repaired and not compensation for the inconvenience, This is one end of the spectrum and the other was you were provided effectively a premium economy seat. The level of compensation lies somewhere between. The BA GBP350 or 40000 points should be closer to the mark but 10000 seems a bit stingy. Maybe they should add a 0 to make it 100000 about $800 equivalent but that may be a bridge too far. I and another person missed a connection on QF coded flights and wouldn't put us on a EK flight that QF codeshares an hour later, but a hotel and the flight the next night plus 5000 points which was particularly stingy.
Australian consumer law is weak at protecting people from contracts drawn up by large companies where terms are all in favour of the company. I think you'll find Qantas T's & C's pretty much fireproof, I'm sorry to say.
Which is why my comment stands, you'll find it difficult to get much out of them, not because you don't deserve it but Due to our weak laws.
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
Indeed you were VERY lucky. If there wasn't another seat it would have been a nightmare because in the unswivelled position the leg space is like economy.
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
Indeed you were VERY lucky. If there wasn't another seat it would have been a nightmare because in the unswivelled position the leg space is like economy.
Makes me wonder - how many QFF points would be fair compensation if no alternative F seat available. Two scenarios: have to stay in F because no J available, or move to available J seat. How much for each I wonder?
Finally heard today. 10,000 points and a sincere apology. That is the maximum they are able to give according to the person I spoke to. I asked if there was someone I could write to to express my disappointment with this and was told no. That's it. You can't take it any further.
My point to them was that if I was to fly economy from Osaka to Sydney and wanted to upgrade that 10,000 points wouldn't be enough.
Guess the lesson for me now is check that seat works fully before the doors close each and every time. At least on the ground crew may have better luck.
Quick update. Had a call recently by another in the Qantas team to see if I was satisfied with the outcome. When I explained I wasn't they came back with an additional cash offer of $950 (keep the points) as the difference they believed the fare was ( probably full economy versus my discount business). This agent was very helpful and I must admit made me feel a little more valued.
Not that it often counts for anything but QF Platinum with a bunch of forward bookings in my profile which was acknowledged.
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Failed to lie flat Qantas Business Seat
Glenn1973
Glenn1973
Member since 29 Jul 2015
Total posts 5
Just flew back from Asia on overnight flight from Osaka to Sydney. A330 plane so decent business seat for some sleep. 2 hours in decided to get some rest only to discover the seat would not recline more than 60%. Crew on board did all they could but without success. So no good sleep at all. To make matters worse once I decided to sit up to have some breakfast seat would not return to eating position or landing position.
What would the forum think was reasonable compensation or if you have experienced what was the outcome?
Matt2
Matt2
Member since 11 Jul 2018
Total posts 8
Nil. I'm sure you made your issues known during your flight and they did what they could to accomodate.
SilverBromide
SilverBromide
Member since 05 Mar 2015
Total posts 24
With due respect to Matt2, nonsense. You paid for an experience you did not receive, and you deserve to be compensated for the inoperative seat. Generally, this would either be cash, a travel certificate, or QF points. A quick review on Flyertalk indicates good success when trying to claim compensation in these circumstances, even when the law does not specifically provide for it. While your mileage may vary, a traveller on one thread was offered 350 GBP for a non-reclining seat on BA, or 40k Avios, although it seems like many are offered less, and some more.
https://www.flyertalk.com/forum/british-airways-executive-club/1786916-avios-cash-compensation-inoperative-seats.html
https://www.flyertalk.com/forum/delta-air-lines-skymiles/1966614-delta-one-seat-malfunction-compensation.html
mannej
mannej
QF
Member since 21 May 2014
Total posts 176
Originally Posted by Matt2
Nil. I'm sure you made your issues known during your flight and they did what they could to accomodate.
Aren't there protections under Australian consumer law that would be relevant in a situation such as this?
tommygun
tommygun
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 282
Australian consumer law is weak at protecting people from contracts drawn up by large companies where terms are all in favour of the company. I think you'll find Qantas T's & C's pretty much fireproof, I'm sorry to say.
wannabe_wp
wannabe_wp
Qantas - Qantas Frequent Flyer
Member since 22 Mar 2019
Total posts 25
I tried and tried to get more out of them. I settled for 10,000k points from Denpasar.
patrickk
patrickk
Qantas
Member since 19 Apr 2012
Total posts 731
This is an interesting question. If my car breaks down I only get the car repaired and not compensation for the inconvenience, This is one end of the spectrum and the other was you were provided effectively a premium economy seat. The level of compensation lies somewhere between. The BA GBP350 or 40000 points should be closer to the mark but 10000 seems a bit stingy. Maybe they should add a 0 to make it 100000 about $800 equivalent but that may be a bridge too far. I and another person missed a connection on QF coded flights and wouldn't put us on a EK flight that QF codeshares an hour later, but a hotel and the flight the next night plus 5000 points which was particularly stingy.
Matt2
Matt2
Member since 11 Jul 2018
Total posts 8
Originally Posted by tommygun
Australian consumer law is weak at protecting people from contracts drawn up by large companies where terms are all in favour of the company. I think you'll find Qantas T's & C's pretty much fireproof, I'm sorry to say.
Which is why my comment stands, you'll find it difficult to get much out of them, not because you don't deserve it but Due to our weak laws.
Glenn1973
Glenn1973
Member since 29 Jul 2015
Total posts 5
Thanks for the comments. I'll let you all know outcome once I hear from them.
Clancy
Clancy
Qantas - Qantas Frequent Flyer
Member since 31 Jan 2016
Total posts 78
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
traveller99
traveller99
Member since 18 Nov 2015
Total posts 117
Originally Posted by Clancy
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
Indeed you were VERY lucky. If there wasn't another seat it would have been a nightmare because in the unswivelled position the leg space is like economy.
tommygun
tommygun
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 282
Originally Posted by traveller99
Originally Posted by Clancy
Had a similar issue in F on the way to LHR on QF1, seat would not swivel therefor no bed... Luckily there was an unoccupied seat in F and all was good. I must admit the crew worked really hard to get the seat to work, cabin crew on hands and knee's with access panel open etc etc etc so it's not an un-common issue. In the end crew were all very apologetic, had a good snooze and picked up 10,000 QFF points.
Makes me wonder - how many QFF points would be fair compensation if no alternative F seat available. Two scenarios: have to stay in F because no J available, or move to available J seat. How much for each I wonder?
Glenn1973
Glenn1973
Member since 29 Jul 2015
Total posts 5
Finally heard today. 10,000 points and a sincere apology. That is the maximum they are able to give according to the person I spoke to. I asked if there was someone I could write to to express my disappointment with this and was told no. That's it. You can't take it any further.
My point to them was that if I was to fly economy from Osaka to Sydney and wanted to upgrade that 10,000 points wouldn't be enough.
Guess the lesson for me now is check that seat works fully before the doors close each and every time. At least on the ground crew may have better luck.
Glenn1973
Glenn1973
Member since 29 Jul 2015
Total posts 5
Quick update. Had a call recently by another in the Qantas team to see if I was satisfied with the outcome. When I explained I wasn't they came back with an additional cash offer of $950 (keep the points) as the difference they believed the fare was ( probably full economy versus my discount business). This agent was very helpful and I must admit made me feel a little more valued.
Not that it often counts for anything but QF Platinum with a bunch of forward bookings in my profile which was acknowledged.