Cathay Pacific compensation for non-working IFE

By AsiaBizTraveller | May 29, 2019, 04:42 PM

For those who don't know, Cathay Pacific has a fixed rate of compensation for flights where the IFE isn't working. This covers a faulty screen at your own seat or a cabin-wide or even aircraft-wide IFE outage, for all flights of more than three hours. The form of payment is a 'service voucher' which is valid for two years for 'purchase of products or services on any Cathay Pacific or Cathay Dragon operating flights, at any of the worldwide ticketing offices, worldwide airport check-in and ticketing counters.'


These vouchers can and will mainly be used for buying duty-free but as mentioned above, they can also be used for a discount on buying a ticket, excess baggage or other related CX services.


* first class passengers and Marco Polo Club Diamond members travelling in any cabin get USD$150 in vouchers

* business class passengers get USD$100 in vouchers

* premium economy and economy passengers get USD$50 in vouchers


It appears that there is no special allowance if you have high Oneworld status such as Oneworld Emerald (eg Qantas Platinum), the only status bonus is for Marco Polo Diamond.


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By andrewjason81 | May 29, 2019, 05:39 PM
So if I'm flying business and for 8 hours the IFE doesn't work, they apologise by giving me $100? Wow, what a crock.
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By patrickk | May 29, 2019, 06:23 PM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.
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By johnaboxall | May 29, 2019, 08:02 PM
Call me crazy (and many do), but this is why I still carry an old book in the cabin bag... some brain candy by Frederick Forsyth is excellent for knocking over a few hours or putting yourself to sleep.
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By cxflyer | May 29, 2019, 08:37 PM
They do offer slightly more if you have MPO status, I got US$75 last year for a faulty IFE in PEY
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By antkleve | May 30, 2019, 06:29 AM
It is better than Qatar airways where I got a free in-flight internet voucher when there was no signal for the whole flight and an iPad full of Arabic movies.
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By andrewjason81 | May 30, 2019, 10:10 AM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.
It's not a privilege if they advertise the product with IFE and you have paid for it. And when one pays $4 or 5K for a seat for 12 hours, it's actually part of the contract between vendor and consumer. We are not talking about them not having a particular movie you'd like watch. I think $100 is below what that component of the product is worth. What you're saying, essentially, is if I go watch a movie at the cinema for which I've paid and all the seats are taken, the manager says, "Here's 3 popped kernels for you to enjoy as compensation for standing for the entire duration of the film. Please come again."

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Norbert

By patrickk | May 30, 2019, 10:40 AM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.
It's not a privilege if they advertise the product with IFE and you have paid for it. And when one pays $4 or 5K for a seat for 12 hours, it's actually part of the contract between vendor and consumer. We are not talking about them not having a particular movie you'd like watch. I think $100 is below what that component of the product is worth. What you're saying, essentially, is if I go watch a movie at the cinema for which I've paid and all the seats are taken, the manager says, "Here's 3 popped kernels for you to enjoy as compensation for standing for the entire duration of the film. Please come again."


It is advertised, but I am not sure it is part of the contract of carriage though (worth a check). It does depend on technology as does w-fi.
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By patrickk | May 30, 2019, 10:46 AM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.
It's not a privilege if they advertise the product with IFE and you have paid for it. And when one pays $4 or 5K for a seat for 12 hours, it's actually part of the contract between vendor and consumer. We are not talking about them not having a particular movie you'd like watch. I think $100 is below what that component of the product is worth. What you're saying, essentially, is if I go watch a movie at the cinema for which I've paid and all the seats are taken, the manager says, "Here's 3 popped kernels for you to enjoy as compensation for standing for the entire duration of the film. Please come again."


It is advertised, but I am not sure it is part of the contract of carriage though (worth a check). It does depend on technology as does w-fi.
I just check on one of my tickets. There is pages on various liabilities etc (including no guarantee of a selected seat) but not one word on IFE.

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By Ourmanin | May 30, 2019, 12:01 PM
Yes, I experienced this last year on a flight from SIN to HKG, personally on such a short flight I thought it a reasonable offer of $100, especially as they were given out as we deplaned and the Cabin Manager had come round to apologise personally to every one in Business Class. I had an iPad and some work to deal with so may not even have used it, but it would probably irk me on a much longer flight. I know that it isn't in the Contract of Carriage but there's no doubt that all (ok, most) airlines play heavily on their IFE experience to entice you to their offering.
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By Lps988 | May 30, 2019, 12:27 PM
I've done SYD-LAX with Delta and no IFE and received $50USD, it was pretty brutal going 14 hours with nothing not even a book.

I know weight = money on airlines, but surely a dozen or so tablets on board as backup incase this happens would be a better customer experience in addition to a voucher. If it was a large section outage there could be a timed usage so everyone get a bit of entertainment. Just a thought.
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By David Edwards | May 30, 2019, 08:41 PM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.

Are you serious ?
People pay for EVERY SINGLE amenity on every single flight.
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By profcarrousel | May 31, 2019, 09:00 AM
Last May travelled with Ethiad FC from LHR TO SYD. IFE went down received 20,000 air miles. This seemed about right, maybe Cathay should also offer Airmiles.
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By Rotate | May 31, 2019, 11:23 AM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.

So you would pay the exact same fare if you knew prior to the flight that the IFE wouldn't work? or would you choose another flight or operator? and btw- your ticket pays for everything from the lounge access, toilet paper to the baggage handlers. none of it is thrown in for free as a goodwill gesture by the airline.
Last edited by Rotate at May 31, 2019, 11.26 AM.
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By lionelhutz | May 31, 2019, 11:31 AM
I haven't had non-working IFE, but I have had non-working wi-fi twice now on A350s (on day flights when I wanted to work) and received 10k Asiamiles as compensation each time.
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By patrickk | May 31, 2019, 01:24 PM
I think IFE is a privilege not a right. I have had faulty ones from time to time; it goes with the territory. I am glad they gave you a $100 most would not.

So you would pay the exact same fare if you knew prior to the flight that the IFE wouldn't work? or would you choose another flight or operator? and btw- your ticket pays for everything from the lounge access, toilet paper to the baggage handlers. none of it is thrown in for free as a goodwill gesture by the airline.
Last edited by Rotate at May 31, 2019, 11.26 AM.

I pay exactly the same fare on qantas all the time on any domestic flight it may or may not have IFE. Qantas and Jetstar often have the same prices but one has IFE and one you have to pay for with a miserable selection. While people pay for everything on the flight it does not mean it is a right. And yes if I knew IFE wasn’t working I would still take flight plus a book or tablet. IFE wouldn’t shift a preference. A nice thing to have but not essential. I fly quite a bit so anthything I want to watch quickly exhausts.
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