American Airlines business class seat malfunction PHL-LHR

RetNurse

We booked business class LHR-PHL return flights through BA.   This translated into return flights with AA (American Airlines).

I returned from the USA in business class overnight on flight #728 on 11/29/22 PHL-LHR arriving 11/30/22.   The cabin crew advised me to claim compensation for the most unfortunate event which occurred thoughout this flight.

The Purser, Candy Slate, said she would file a report attesting to the problem and that the pilot was also logging it; she advised me to file for financial redress.  

I travelled business class overnight in seat 3A from PHL-LHR.  The seat malfunctioned throughout the flight: it was stuck rigid in the most upright position and was completely immovable; it would not recline into a bed.   I was therefore unable to extend the seat into a bed and get any rest - let alone sleep - during this overnight flight.  I had specifically reserved a business class seat at extra expense because I needed the bed facility to stretch out and go to sleep after travelling from 6am on 11/29/22: I had no sleep whatsoever and was therefore unrested for over 24 hours.  For an OAP with a hip replacement, this rendered me exhausted and in pain.   I had to cancel all arrangements for that day.

The cabin crew tried to mend the seat but with no success, nor was there a spare seat to move me to, so I had to spend the whole flight seated upright, unable even to raise my feet or rest my head. This was even less than I would have received in Premium Economy: it was an Economy class experience at a Business rate.  

aa.com say they do not issue 'cash', only Avios points, which I probably won't find of much use as I travel very little now.

I would therefore very much appreciate a partial refund on my ticket for the crucial facility I did not receive, and compensation for the considerable inconvenience it has caused me; I was completely exhausted and had to cancel arrangements I had made for 11/30/22.

Please can you advise on my rights and the best course of action?   Many thanks.

pinkshoes

You need to take it up with BA under consumer rights Act (CRA) and ask for the difference in price between business class and economy, assuming you did not receive any other business class perks?

Do you have the written report from the cabin crew yet?

I'm assuming that you only discovered the seat was broken AFTER take off, so there was no option of being moved to another flight?

DullGreyGuy

Another example is https://www.flyertalk.com/forum/british-airways-executive-club/1866250-broken-club-world-seat-compensation-claim.html 

Rights are minimal and compensation tends to be a couple of hundred quid.

RetNurse

Further to this, BA have credited me with 15000 Avios points.   Am I able to combine these with AA Avios points to use if I ever want to book a flight again?   I know nothing about Avios points!   Thank you for any guidance.

user1977

You're probably better asking on the travel forum rather than the general consumer rights one.

DullGreyGuy

RetNurse said:

Further to this, BA have credited me with 15000 Avios points.   Am I able to combine these with AA Avios points to use if I ever want to book a flight again?   I know nothing about Avios points!   Thank you for any guidance.

Are you sure AA gave you Avios? Their own scheme is AA Miles rather than Avios.

If you have AA Miles and BA Avios these cannot be combined

RetNurse

Thank you, Pinkshoes, the cabin and cockpit reports remain 'in-house' and are not given to the traveller.  But AA and presumably BA can access them for corroboration.   And indeed, it was only when we had just taken off that I discovered the seat malfunction.   No spare seats were available.  I do wonder if the passenger before me, and the one after, who occupied that same seat suffered the same problem...?
And thank you, DullGreyGuy for the link which took me to Phlump's posting, (? 5 years ago) similar to mine.  I am in complete sympathy with him.  In my case, BA have replied,
"Although I appreciate your reasons for asking, I am afraid that we can't offer you any refund in this situation. We value your loyalty as a Blue member of our Executive Club, and know this experience did not meet our usual standards. I’ve added 15,000 Avios to your Executive Club account, and hope this goes some way towards making up for what happened."
Given this, and further information on the internet, I see little point in taking it further and just have to chalk it up to experience.
Also, you are absolutely right: AA have given me 'bonus miles', which I misunderstood to be Avios.  So I guess they can only be used flying to the USA again.   The trouble is, once trust is broken and a seller has provided faulty goods with little redress, it does make me wonder about risking another booking with AA.   Ideally, there should be a detailed list of possible flight problems, beyond delays and cancellations, to include such a seat malfunction, being one of the major reasons for upgrading at some expense to business class, particularly on a long 8 hour flight.   It wasn't simply a minor inconvenience, but a significant set-back, for which a proportionate refund of the ticket cost should be refunded.   (Dream on!)
Thank you all for your replies, which are very much appreciated.

eskbanker

RetNurse said:

Ideally, there should be a detailed list of possible flight problems, beyond delays and cancellations, to include such a seat malfunction, being one of the major reasons for upgrading at some expense to business class, particularly on a long 8 hour flight.   It wasn't simply a minor inconvenience, but a significant set-back, for which a proportionate refund of the ticket cost should be refunded.   (Dream on!)

Do you mean that you feel that such issues ought to be incorporated into the legislation?

DullGreyGuy

RetNurse said:

Also, you are absolutely right: AA have given me 'bonus miles', which I misunderstood to be Avios.  So I guess they can only be used flying to the USA again.   

No, they are part of OneWorld so can be used with other members just they cannot be used in combination with the Avios on the same booking

The_Unready

"Given this, and further information on the internet, I see little point in taking it further and just have to chalk it up to experience."

I wouldn't accept that so easily. Start by trying one of the ' consumer champions' in the financial sections of the national newspapers.

If that doesn't work, consider an LBA and a subsequent small claims case.

There is no justification whatsoever in the airline denying you a service that you've paid for, or fobbing you off with 'airmiles' that have to be 'spent' with that airline anyway!

Outrageous!

Gavin83

I too wouldn't just accept this. While they haven't completely failed in their service the extra reclining seats in business class do form an important part of the package you purchase. Not having this or fobbing you off with points is unacceptable in my opinion.

I think a full refund is unrealistic though, as is a refund of the difference between economy and business as presumably you received other business class benefits besides the reclining seat. I would write to them to say you don't want the points as you likely won't fly again and request a refund of say 25%. If they refuse send off a LBA. Personally I would see it through and take them to court for this but whether you're willing to do so is down to you.