WCS, your defense of John John is admirable, but let's be clear -- I don't look down on front line employees. I have no tolerance for John John or his attitude. It's guaranteed he will manage to find the black cloud for any silver lining and complain about how management fails everyone. Someone who is truly customer focused would have found a way to make sure the customer was made whole. If not empowered to do something about it, you find someone who is. Citing the 'lack of tools" as an excuse for not being able to file an irregularity report is simply bull5hit. Further, an agent wouldn't be the one dealing with the consequences of an inop seat discovered after takeoff. The FA would have been the last line of defense to do something proactive, and if the customer wanted it addressed upon landing, it would have probably been handed off to a supervisor in the arrivals hall And no, I'm not guessing on how Iberia handled it. They contacted me, which means the FA followed thru. This was long before tablets or smart devices were in FA's hands even on airlines like BA who were early adapters of the technology. However it was reported, it was done in a way that at least pretended that they were sorry for the situation and were willing to place a value on the inconvenience without me having to even ask. IORFA, isn't a qualified purser more or less required on an overwater international flight? This was LAX-HKG.