Paid for upgrade-broken chair

Dave+Hel · 16 Aug 19, 06:38 PM

We flew back from Miami on Tuesday. As Helen's leg was particularly painful ( she uses crutches and a wheelchair to get around) I enquired about an upgrade from economy to economy plus with BA. I asked on the phone a few days before and was quoted �1,100😯
We asked at the check in desk and got it for $250 which seemed ok so we paid it. The seat however kept reclining whenever she lent back and it would not stay upright. This also meant that whenever the guy behind pulled on it to get up, it shot back so it was not comfortable. We mentioned it to the crew so they could address it after the flignt but am I wrong in wanting some form of money back or compensation? I seem to recall others complaining and getting some form of redress. Thanks

megaflyer · 16 Aug 19, 06:43 PM

Not sure you will get any money back . Did you escalate to the CSD on the flight ? They are the ones that could have either moved you, upgraded you or given you some form of miles compensation in the spot .

Mr Tom Morrow · 16 Aug 19, 06:45 PM

Originally Posted by megaflyer

Not sure you will get any money back . Did you escalate to the CSD on the flight ? They are the ones that could have either moved you, upgraded you or given you some form of miles compensation in the spot .

Spot on. I have had a free return PE flight free as my PE chair was broken. But I was bumped to Econ.

For any issues onboard I get the name of the Supervisor and their take on it and then go from there.

Best of luck

Dave+Hel · 16 Aug 19, 06:47 PM

Originally Posted by megaflyer

Not sure you will get any money back . Did you escalate to the CSD on the flight ? They are the ones that could have either moved you, upgraded you or given you some form of miles compensation in the spot .

Not sure who CSD is. We told a member of cabin staff but plane was full. No mention of miles was made

Mr Tom Morrow · 16 Aug 19, 06:51 PM

Originally Posted by Dave+Hel

Not sure who CSD is. We told a member of cabin staff but plane was full. No mention of miles was made

I would start the E Mail complaint chain. It may get you nowhere but it's worth a shot.
Nothing worse than a chair that is non responsive or has a mind of its own. You paid for something that didn't deliver. Good luck. Personally I would fight it.

megaflyer · 16 Aug 19, 06:52 PM

Originally Posted by Dave+Hel

Not sure who CSD is. We told a member of cabin staff but plane was full. No mention of miles was made

Cabin Service Director - head of cabin crew . You need to escalate at that time to a senior and make it clear what you want - move me or compensate me and they have the power to do in the spot

You were upgraded to a higher cabin - seat is only part of that upgrade (albeit the major part) but you need to make it clear you didn�t get what you paid for and what you want in return ie free flight or miles .

Good luck now - I expect they may offer a goodwill handful of miles

RickT · 16 Aug 19, 07:39 PM

Was it logged on the flight cabin crew report?

Col&Ali · 16 Aug 19, 08:58 PM

I would try to pursue for the difference in seat price. I hope it didn�t cause her too much pain - it kinda sounds like the upgrade defeated the object - did you swap seats with her to make her more comfortable?

Dave+Hel · 16 Aug 19, 09:44 PM

Originally Posted by Col&Ali

I would try to pursue for the difference in seat price. I hope it didn�t cause her too much pain - it kinda sounds like the upgrade defeated the object - did you swap seats with her to make her more comfortable?

It was still more leg room than the economy so it was the lesser of two evils really.

Thanks for the advice. I've sent an email in to let them know. There was also in issue over her wheelchair which was a shame. I'll see what they say

16 Aug 19, 06:43 PM	#2
	16 Aug 19, 06:43 PM megaflyer Imagineer
megaflyer Imagineer Join Date: Nov 07	Not sure you will get any money back . Did you escalate to the CSD on the flight ? They are the ones that could have either moved you, upgraded you or given you some form of miles compensation in the spot .