United DOES care (on a trip when your in-flight entertainment doesn’t work)

My wife and I took United flight 1513 from Newark to San Francisco last Thursday afternoon and were pleasantly surprised by the outcome of an unfortunate situation that occurred with the in-flight entertainment (IFE) system.

Essentially, since United decided to remove many of their IFE systems from planes to save on costs. The physical hardware requires maintenance and fuel in order to keep it in the sky. Many airlines are going in this direction so you should always check in advance if you need to download an app or a movie to make sure you have something to watch on long flights (that is, if you want to – there are also these paper-based items called “books” I’ve heard are having a resurgence).

Anyway, for the vast majority of our flight the IFE system was inoperable. My wife and I like to watch movies together on airplanes and were disappointed (as, I’m sure were parents of small children…). I read a book and took a nap, then discovered with about 45 minutes left in the flight that the IFE was working again.

Throughout this situation, were kept fairly well apprised by the flight attendants that there was nothing they could do and that they were sorry for the delay. Toward the second half of the flight we heard a message explaining that they wanted to make it right with us and we should go to this website in order to get something for our troubles. In the end, we were offered a choice that – to me – is a no-brainer:

5000 miles is worth about $50-$75 with how they are often used, so I opted for the $100 e-certificate for the two of us. That means our next flights are discounted by a pretty substantial amount. Since the plane tickets, themselves, were about $110 each for us, I’m impressed that we were able to get these certificates.

Also, I’m curious to know United’s math on this situation. According to this seating chart of the plane that we used (I think it was this model of 777-200) there were 364 people on the plane, meaning $100 * 364 = $36,400 of extra cost for United. I am very impressed at both the speed and ease in which this all took place. This definitely makes me like them a bit more than I had before.

Kudos, United. Thanks for the money back.

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