help? virgin prem problem miles awarded..

[tinkerpea]

I wasn't sure what to put in title that would make sense and be short enough

Anyways,I just came back from China and on the way back upgraded to prem economy for myself and mum,
Just as we took off I put on my TV to find it didn't work ( no sound and kept freezing going black)
So hostess comes over tries to fix it long story short it can not be fixed and I now have a 13 hour flight with zilch entertainment!
I was quietly asked by the flight manager to come up to the bar in first and have a drink,while she told me that she was very sorry etc and that they would have put me in first class however, there was no seats available....
I even got told a quick story by a very funny male steward about how a husband had booked first class at check in and as there was only one seat his wife had to sit in economy!! That as he walked to get on the plane he turned around and said that's where you go and walked off lmao!!!

I was given on board 5000 miles as I was a frequent flyer and a bag of refresher bars ( only in 1st class haha)
And told to call or email as soon as I get back to sort compensation, as that's all she could do on board.
I was so disappointed as I love the entertainment on virgin flights,and my mum couldn't switch as she needed the aisle seat for her leg after knee surgery,it was also a day flight

So I get home and email,they have gotten back and offered me another 8000 miles,I'm no good with this whole miles malarkey and all I know is I now have 49000 flying miles,

However Ive not come across anything like this before where I've had to complain about a flight,so don't know if this is ok to accept and is a good offer for a 13 hour flight or not.
I would rather of had vouchers towards my next flight in may,or a partial refund.
I have no idea what the miles are worth.

Any help gratefully appreciated
Thankyou

 

[Elise79]

They won't give you a voucher or money back for non-working IFE. I know you pick an airline for the on-board experience but they are only actually required to get you from A to B.

On that basis I would take the miles personally as they don't give anything else for non-working IFE.

As a guide you 2000 miles for an economy miles & money fare to and 7500 for PE miles & money fare.

A reward flight to MCO needs 42,500 for E and 70,000 for PE.

The value of miles varies depending on the discount they give which isn't consistent.

 

[Tinkerbell1989]

In 2012, my IFE wasn't working, they offered me a portable DVD player, but that was broken too. The stewardess apologised profusely, but there was nothing to be done. I just read.
I didn't realise you could get miles for something like that !

 

[maclondon]

I'll be bringing my tablet loaded up.

I've flown in upper (bumped not bought) and everyone was using iPads - except me as i didnt have one then. Even the Upper screens are terrible quality compared to a tablet (android or ipad or whatever)

 

[tinkerpea]

Thanks for the reply,
I just actually got a call back today and they are giving me a vouchers and I'm getting to keep the miles they said It was because they have had an email attachment from manger hostess on the flight,saying how lovely I was and that I didn't ask for anything other then for somebody to fix it for the next person who sits in that seat.
That's why I was awarded the 5000 miles on the spot!
In my email to them,I only asked to check that the 5000 miles had been added from the flight,and that the staff was very apologetic,they got back and offered the extra 8000 and so I wanted to know if normally this was done.
As I don't normally ask for compensation,
Obviously I'm very happy with the outcome.

 

[flortlebap]

In 2012, my IFE wasn't working, they offered me a portable DVD player, but that was broken too. The stewardess apologised profusely, but there was nothing to be done. I just read.
I didn't realise you could get miles for something like that !

That happened to us too!

No offer of compensation but it was an economy night flight. I'd probably have been more bothered if we were in PE, but on our last two PE flights I didn't use the IFE for anything except sky map!

 

[ChipnDaleRule]

Thanks for the reply, I just actually got a call back today and they are giving me a vouchers and I'm getting to keep the miles they said It was because they have had an email attachment from manger hostess on the flight,saying how lovely I was and that I didn't ask for anything other then for somebody to fix it for the next person who sits in that seat. That's why I was awarded the 5000 miles on the spot! In my email to them,I only asked to check that the 5000 miles had been added from the flight,and that the staff was very apologetic,they got back and offered the extra 8000 and so I wanted to know if normally this was done. As I don't normally ask for compensation, Obviously I'm very happy with the outcome.

From someone who works in a face to face customer based job, if you have a problem with your purchase/service we are a lot more willing to go the extra mile for you than for the person who shouts in your face and threatens you with letters of complaint,taking business elsewhere etc Good for you, I wish everyone was as understanding and as cooperative as you where on that flight

 

[scoobydooby]

That's good. Sounds like you've got a future free economy seat to Orlando there

 

[tinkerpea]

That's good. Sounds like you've got a future free economy seat to Orlando there

Thanks, believe it or not i was looking at flights with virgin for May, and due to the vouchers and milesi now have enough miles to have a round trip to orlando in May,and enough miles for hubby to have one too! so we will save the vouchers to go towards our big family trip the yr after,Since hubby wants to treat me to a adult trip for my 30th since the last few trips we have been on have been pretty much straight after head surgeries..

our flights are only going to cost £217 EACH

 

[tinkerpea]

That happened to us too!

No offer of compensation but it was an economy night flight. I'd probably have been more bothered if we were in PE, but on our last two PE flights I didn't use the IFE for anything except sky map!

I have to be very honest and say i was quite upset,but held it in lol. I had sooo looked forward to this first flight without any kids ( i flew alone with the kids and my disabled mother last time) while hubby got pre economy, alone flying out late due to work!
which is why i upgraded,i really enjoy sitting watching the films and this was just over a 13 hour flight, i did have a book, but due to the head surgerys i can find it really hard to concentrate on reading for very long.

 

[tinkerpea]

From someone who works in a face to face customer based job, if you have a problem with your purchase/service we are a lot more willing to go the extra mile for you than for the person who shouts in your face and threatens you with letters of complaint,taking business elsewhere etc Good for you, I wish everyone was as understanding and as cooperative as you where on that flight

Thank you! the staff honeslty was so sorry,there wasmt anymore to be said top them,It wasnt their fault the Tv handt been checked! what was annoying was that somebody had broken it on the way over and not mentioned it to the staff! they had put their headphones in which with what was the wrong fitting on, then pushed and pulled and yanked the socket out! then tried to hit it back in,
it would have taken a few minutes for ground staff to change it, and even lesser time to have told the flight staff in the 1st place!!

the manager came up so many times in that flight to top up my amarula in doubles that im lucky i didnt walk of drunk

i truly dont see the point in causing a scene, i will always write a letter of complaint if i feel neccassary,however in this case i was happy with the 5000 miles and purely messaged as the manager had asked me to,but i only told them that i had been awarded the miles,and wanted to check they had been added along with the letter saying how lovely and professional there staff was.

both flights truly was a pleasure and even though they say virgin standards had slipped on my last few flights ive had the opposite.