Cathay Pacific compensation for non-working IFE

By Dr Al | May 31, 2019, 02:33 PM
I had no IFE on Qatar ADL - DOH. 14 hours with a blank screen! Fortunately an overnight flight so I slept for a large proportion of the flight, but still it was 14 hours with no IFE. I received no compensation offers from the crew, and no communication from Qatar. I wrote an email of complaint and was given a US$100 voucher which could be used on QF flights, I was unable to use this voucher in the expiry time.
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By AJW | May 31, 2019, 03:35 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.

Not sure why you have been voted down so much because that is a crock. Be interesting to see if it is like SIA and can only be used on future services or if it can be used on the current service to buy from duty free catalogue.

As an aside I flew BMED from LHR to Ankara in 2007 and compensation in business class for non functioning IFE was 150GBP which could be spent right then and there from the duty free catalogue or used for future flight credit. I used the money for a Hugo Boss wallet that I have used every day since and it is still going strong.

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By AJW | May 31, 2019, 03:36 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.

It's neither a pribilege nor a right. It is part of a service paid for.

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By benpek | May 31, 2019, 04:04 PM
HKG-PEK Business Class operated by Cathay Dragon for 4hrs flight. Same IFE issue but no compensation offered from the crew onboard. CX award ticket (25,000 miles redeemed for BKK-HKG-PEK)and received 10,000 AsiaMiles in the end by emailed CX customer service.
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By Rxm | May 31, 2019, 11:49 PM
IFE is an advertised inclusion which factors into the price you pay and therefore you have a right to expect it. The conditions of carriage don’t necessarily replace your rights under consumer law. So in this case advertising something then not providing it would give you the right to ask for compensation.
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By btaus | May 31, 2019, 11:56 PM
They only paid me HK$300 inflight shopping voucher for four hours of faulty IFE in business, few months ago when I was flying Nagoya to Hong Kong.
Last edited by btaus at May 31, 2019, 11.57 PM.
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By oliverfreeman | Jun 04, 2019, 12:08 AM
So you are telling me that if I am in an economy flight 15hours from HKG-EWR and I had no IFE:
a) what am I going to do in ECONOMY for FIFTEEN hours
b) I will only get $50 to say sorry and have to spend it on CX flights/shopping
What do you think would be reasonable?

When I flew SQ years back when IFE was still a luxury, they gave me a $100 Coles voucher to use. That was incredibly generous for a 5 hour flight from Singapore to Perth.
Last edited by oliverfreeman at Jun 04, 2019, 12.10 AM.
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By Lyndfro | Jun 05, 2019, 04:45 PM
My IFE stopped working and it took them about an hour to correct it. United gave me $300 USD. Another time, I was on a flight from Houston to Anchorage and they had to reroute the plane in SFO. They announced that everyone on the plane would be getting something. My husband got $150 and I got $225 (for being a Gold Member). Both times I didn't even have to file a complaint. I would have expected more than $300 if I didn't have the IFE the whole flight. United gets a lot of my hard earned money. I expect to receive a pleasant experience in return.
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By Lyndfro | Jun 05, 2019, 04:51 PM
I had no IFE on Qatar ADL - DOH. 14 hours with a blank screen! Fortunately an overnight flight so I slept for a large proportion of the flight, but still it was 14 hours with no IFE. I received no compensation offers from the crew, and no communication from Qatar. I wrote an email of complaint and was given a US$100 voucher which could be used on QF flights, I was unable to use this voucher in the expiry time.

Good to know. I will make sure to never fly Qatar. I am sorry that you had that experience.
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By h15t0r1an | Jun 06, 2019, 01:27 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.


It's well advertised and people are used to receiving it so the airline hasn't got a leg to stand on if they start denying it. Stuck on a long flight I expect IFE to work. different for short haul flights where the loss is much less.
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By Bonzer Mike | Jun 06, 2019, 06:19 PM
This is typical Cathay Pacific they give very little for their short comings.
same as their in flight service and their old planes all tired and outdated.
My friend says Cathay and Qantas are twins??.
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By oliverfreeman | Jun 09, 2019, 12:11 PM
This is typical Cathay Pacific they give very little for their short comings.
same as their in flight service and their old planes all tired and outdated.
My friend says Cathay and Qantas are twins??.
So their brand-new A350-1000’s with the reverse herringbone J class is ‘tired and outdated’.
Qantas has a very nice J on their B789

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