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Should Airlines Compensate Passengers for Broken Wi-Fi?
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Update 5/27/18 11:43pm: An auto-generated email arrived confirming that United issued the 3,750 miles.
This week, I flew United's 777-200 from Chicago (ORD) to Shanghai (PVG) — I wanted to get in one more Polaris first flight and review before the airline's long-haul first class is scrapped entirely on June 20.
It was a pleasant journey overall — the crew was friendly, the food was decent and there were new movies to watch — but the Wi-Fi didn't work even once during our 14-hour journey. That meant an entire day of lost productivity. And what did I get for my trouble? Not a whole lot.
A flight attendant warned that we'd have intermittent connectivity just before they closed the door at ORD, but made it sound like it had more to do with our route — Wi-Fi would cut out as we approached the poles, as I've experienced before. It wasn't until after I asked the crew to reset the system that I learned that this particular 777 had already been "written up" for inoperable Wi-Fi, and that a reset would accomplish nothing at all.
Several flight attendants still suggested that service was in and out, so I kept checking — probably 50 times during those 14 hours.
As we approached Shanghai, I asked the purser about compensation. "I think there's something I can do for you," he said with a smile. He returned with his United-issued iPhone, where the app offered my choice of a $75 travel voucher or 3,750 MileagePlus miles (I imagine the offer would be even lower for flyers without my Premier 1K status). These options are far less than I was offered for a transcon United flight in 2017, and I walked away annoyed and as frustrated as I had been during our connectivity-free journey.
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When it comes to Wi-Fi, United and other carriers are at the mercy of third-party suppliers — and they tend to shift the blame when things go wrong. "Oh, there's an issue with Panasonic. We're working on it." That doesn't stop them from advertising, though, that it's available during booking, with decals on the aircraft and on the flight status page. I even got this email the day before my flight:
And after all that, our plane didn't connect once during those 14 hours.
I think it's time for airlines to take connectivity much more seriously — that means doing everything they can to make sure it's working, and making things right with passengers when it's not. In the case of this United elite, a $75 voucher or 3,750 miles (which still haven't arrived) for a top customer on a paid first-class ticket ended up causing even more resentment than offering no compensation at all.
What have airlines offered you when the Wi-Fi doesn't work?
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Best for dining at restaurants
TPG Editor‘s Rating
Go to reviewCard Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.