Trip Reports - *A CRTW NRT-NRT September 2007

Total flight milage: 28.678
Total cost in JPY: 762.100 (Ticket 656.300, Taxes & Surcharges 105.800)
Total cost per mile flown: 26.57 Yen/mile
Total segments: 15
Total flight time in hours: 62
Airlines flown: NH, UA, NZ, LH, LX, TG, SQ
Total bonus milage (LH): 71.078

16 days of vacation – and plenty of friends to visit. I decided to go on a CRTW as pricing from Japan is very attractive and I was able to fly “in style” without spending an arm and a leg while visiting many different friends and places.

NRT-SFO (NH 008)
Aircraft: 773
Seat: 5G

Terminal 1 in Narita is hosting all Star Alliance Partners (all but NZ) and checking in at the new terminal is painless. Friendly staff is very helpful and actually blocked (successfully) the seat next to me. No line at the passport control so enough time left to visit the NH C Lounge which is one of the best C lounges I know in the Star Alliance network. Private rooms, massages, sake, fresh noodles and some fingerfood. Interior is very modern and stylish – great place to kill time.

I am boarding 15 minutes prior to departure and I must admit that I very much like the style of NH´s new Club seats. Wooden touch is nice and the blue fabric looks good. NH offers separate boarding lines for premium customers but is not serving predeparture drinks. 10 minutes after take-off the seatbelt signs are switched off already and green tea and champagne is offered within another 5 minutes.

Purser is making her round to great NH´s top customers. LH SEN doesn´t count, so no hello for me... Menus are handed out and orders are taken. Nice treat: NH doesn´t only ask for the meal but also ask for the drink you would like to have with the meal.

50 minutes into the flight and a very nice ameuse geule is today´s starter, followed by pan-roasted king crab and sea bass with olive sauce and garden salad. Main is beef or fish. I choose the king salmon with shellfish jus lie. Nice extra: choice of butter and olive oil is offered. Desert is a very tasty almond praline parfait. All servings are generous – no complaints here.

NH is serving the same food in C and F – F is just getting some additional choices. For travelers in C that is very welcome – food quality and presentation are great.

After a busy week I am tired and fall asleep in a heartbeat after dinner. It is not a true flat-bed but I find a couple of hours of very decent sleep. FA are respecting my request to skip breakfast and let me sleep as long as possible. 20 minutes before arrival I am still offered a green tea after I got up and out of the bathroom.

Very decent product and service – no flaws, well done NH and thanks to the motivated crew.

Best moment: Seat blocking that works. Very consistent end-to-end product.
Worst moment: None.

*G benefits: None

SFO-LAX (UA 1179)
Aircraft: 733
Seat: 1D

Official departure time is set for 1pm, so I am arriving at 12pm at the BART airport station and walk into the huge United area. A big crowd waiting to get checked in, even the First Class area is a zoo. I have checked in online that morning and can use the drop-off area. But not so fast: The agent kindly tells me that I cannot drop me luggage here as this is the international area drop-off area. Telling him that my final destination is LHR doesn´t get me any further – and 45 minutes before departure this starts to become a tough call.

I am hurrying to the domestic terminal and go through the procedure again. What strikes me now is “Departure Time 2.20pm”. I am pretty sure it is 1.00pm... No information about any delay when I checked in online earlier... And an announced 80 minute delay will mean that United “revises” this a couple of times for sure – with only 120 scheduled minutes at LAX that leaves not much to catch my NZ flight – plus I have to change terminals... The agent is helpful as a head in the hole and is pointing out that I might not make it. Alternatives? None. I am asking him to keep the checked luggage for a couple of minutes and head over to ticketing.

The two agents are serving their own employees – taking all the time in the world to book, revise and rebook their tickets. When one is done, she looks at me and lets me know that her time is up now... And leaves. Finally, I am told by the other agent that I cannot be rebooked at SFO as UA if fully booked (which was no bad news at all...) and I should try to catch my connection in LAX. Fall-back option would be a later BA or VA flight. Overall, they didn´t care as they would not be liable anyway...

So I am making it to the Red Carpet Club to kill the 90 minutes that I still have. Lounge is overcrowded and magazines and newspapers are long gone. The lounge dragons turn out to be helpful if you smile at them – they get me two newspaper and a magazine.

The bird is already on the ground and ready to board – but no reason for UA to hurry up. Not that there are a couple of passengers who have tight connections in LAX, UA staff take all their time to prepare for boarding. Boarding then actually takes 25 minutes and the crew is obviously not very motivated to speed things up. 2.30pm is push-back. Captain is telling us that after take-off it would be 50 minutes to SFO. 15 minutes later the bird is in the air and we finally arrive at the gate in SFO at 3.40pm. I am having a glass of water and hoping for the best...

As soon as we are on the ground, I am one of the first ones to leave the plane. Captain asks passengers to remain seated to let off people with a tight connection first. A five minutes wait at the station and the bus picks me up for terminal 2, time is ticking...

Best moment: You gotta be kidding me.
Worst moment: An airline that does not care. Plus: When I leave LAX I don´t know that 90 minutes was not enough for UA to hand over my luggage to NZ – and I am on my way to Europe without any luggage...

*G benefits: Lounge access to the Red Carpet Club.

LAX-LHR (NZ 002)
Aircraft: 744
Seat: 4K

Second run for the security check – the shoes-off-policy is now fully enforced (I am not aware of any law or regulation though – but whatever slows down security seems to be just fine...). Leaving the terminal to catch the bus to Terminal 2. Arriving shortly after 4pm. Checking with NZ – flight is on time. X-ray-machines are not working and they have to move the crowd to two other machines. 4.25pm and I am not even close... Waive an officer and tell him my problem – surprisingly, I am getting clearance for jumping the line and are allowed to move to the front.

Running to my gate, I am bumping into a huge crowd – wasn´t the flight on time? Boarding hasn´t even started. I am taking advantage of NZ´s lounge and I am impressed. Shared with Virgin, this is almost Clubhouse standard. The first time to relax and enjoy on this day. Plenty of food. Nice color scheme. Lots of armchairs and tables – and magazines and newspapers are available (magazines are wrapped in a NZ cover here and people obviously refrain from taking it from the lounge).

I am boarding at 4.55pm and the flight will depart with a 55-minutes delay. (Just for the records: That makes a total of 90 from arrival of my UA flight and the departure of my NZ flight but not enough time for my luggage to make it though.) Onboard, things change for the better – a young and motivated crew is greeting me and I am settling down in the best seat of the entire journey. The nose section of the 744 is highly recommended as every pax has plenty of space and I think rows 3 to 5 are the best seats in the house when traveling alone.

Having flown on NZ before, I am familar with the seat and don´t need any assistance which the crew is offering to each passenger. Nice treat. NZ and AC have a big advantage to offer for its C travellers: They don´t have a F product and they can pull all plugs for its top customers in C. Results in the best seat for *A and I wonder whether in the long-term that is a wise decision from the airline´s point of view as these flat seats occupy a lot more valuable space per passenger as e.g. LH´s C product and pricing is not different – at least for me on my CRTW. (SQ´s new C product is still to be tested but at a 500 USD surcharge – in words: five hundred – for getting on a 77W for one segment with a CRTW ticket was completely unacceptable for me).

Champagne is served and I have already checked out the menu for today´s flight and “Veuve Clicquot” is on the list again... Nice champagne but (at least for me) not available onboard with NZ even the last time (NRT-AKL-NRT). Checking with the FA – they only cater Laurent-Perrier (which is a very good champagne – next time you go shopping for champagne give their rose a try, delicous!). Last time, I mailed customer service a short note, saying I was sorry that Veuve was not offered and in case it is NZ´s policy to only cater one champagne it would be a nice gesture to note that in the menu. Answer I got back read “If there is enough demand for a certain beverage we will look into it and maybe offer it onboard soon”... So I am pushing the envelope a bit further and raising it to the purser – who doesn´t know the catering policy but assures me that she has seen Veuve Clicquot onboard. She is asking for my business card and promises to get back to me as soon as possible.

Service quality is different on the 744 compared to my flights on the 773. On my last flights I was asked on the ground for my first pre-departure drink and had it served within 20 minutes. Today, the start their trolley round 35 minutes after departure – maybe due to the larger number of C seats. 35 minutes is still more than okay, but the service on the 773 was ways more personal and “Business Premier” like.

Dinner is served and the starter is poached king prawns with aspargus and lemon aoli. Nice presentation and taste. I am having New Zealand snapper as main course – and this dish is not matching my last NZ experience. Everything is overcooked and looks very Y style... Ice cream for dessert is nice but nothing special – again, this could be served in Y. I think that NZ usually does better but this is a bit disappointing though.

The 3D-airshow is the best up in the air and there is plenty of choices when it comes to entertainment. After my meal I am asking for assistance for the turn-down service. I am having a good sleep – a flat bed is a flat bed and no angled seat can match this comfort. NZ´s seat is offering plenty of space and I like the design a lot (although the white plastic might be changed for some nice wood…).

My request not to wake me up for breakfast is followed – but when I am taking off my sleeping mask, the trolley is next to me and I am having a muesli and a fruit smoothie. Breakfast in bed – another plus on NZ :-)

Best moment: Purser that is taking responsibility. Taking me and my problem serious and promising feedback is very much appreciated.
Worst moment: Luggage handling. When I arrive in London my luggage is still in Los Angeles and it takes NZ ways too long to get me my luggage back.

*G benefits: None.

The Luggage Issue

Lockerbie has changed airline travel completely: No luggage remains on board if the passenger doesn´t show up. The other way around, airlines seem to be not very carrying. 90 minutes in LAX was enough for me to change terminals and go through security again but UA failed to even hand over my luggage to NZ during that time.

When I arrived in London, guess who was handling baggage claims for NZ? Yes, you are right: UA. After having spent 70 minutes at the baggage claim, I am on of five people who are not getting anything... UA agent stops and is apologetic – some bags have been accidentially labeled as transfer luggage – we should get our bags in 10 minutes... Four out of five people acutally get their bags – the only person that is left over: me.

Never happended to me – a first time ever and having less than 24 hours on the ground in London, I am starting to feel very uncomfortable. Weather in London is not really matching the polo shirt that I am wearing and I wanted to visit our offices in Canary Wharf...

When I find out that UA is the agent for NZ in London for baggage claims, I am almost having a heart attack. And when I am talking to the staff there, I am actually having one.

All they can tell me is that my luggage has not made the flight. 14 hours after I have left LAX, there is no clue where my bag actually is. I am asking for a print-out of the scanning points, and the agent is refusing to do so. I am letting him know that I am pretty sure that he has to provide me with this information and I am also asking for a print-out of my passenger rights.

Of course, there is no print-out and the agent lets me know that he will provide the information but only verbally. Turns out that the first scan is done a couple of minutes after the plane arrived and another one 45 minutes later. Six hours after arrival my bag is scanned again. And it seems to be obvious that UA never handed over the bags. Neither does UA know, where my bag is at this point in time nor have they made any efforts to bring it on its way to LHR. I am getting upset and barking at the agent to f*ing pick up the phone and solve this issue. But the agent is coldly letting me know that my last carrier was NZ and that means that UA has no responsibility whatsoever. I am insisting that he is UA staff and it is obvious that UA screwed this up, so I am expecting a little bit more cooperation. His answer? I am talking to him as if he were NZ staff, so he can´t do anything but follow the rules blah... blah... blah... Supervisor shows up and repeats the same thing over again. What I am getting offered is a 150 GBP cash payment. Hello? It is clear that I am not getting my luggage within the next 24 hours and I have nothing but a polo shirt. I tell them that I am not amused at all and I don´t have any problem spending money with my credit cards but I want an upfront agreed line up to with NZ is willing to reimburse me. No chance. It is 150 GBP and they claim to have already gone to the max.

I am heading over to NZ ticketing and asking for the most senior NZ staff at LHR. There is none. They are sitting in the London office. Any contact number? No – only an address. I wanna talk to someone right now. The answer is no. I am outrageous about this kind of behaviour and are asked to hand in a written complaint.

Calling UA later in the afternoon – they have found my bag. A NZ representative is calling me as well, apologizing for all the inconvenience and promising the utmost attention to my issue. I am pointing out – as I have done with UA before - that they should not put the bag on the next NZ plane to LHR because I will be already in Paris when the bird arrives at London Heathrow. The NZ representative agrees that the bag will be put on a non-stop flight to Paris. I am telling him my 150-GPB-issue and he is not willing to commit to any other reimbursement. Not as a Star Gold. Not as a full-fare Business Premier passenger. Not even knowing that it will take more than 24 hours to get me by luggage back.

Arriving in Paris, I have to call UA to have the NZ representative calling me back. Takes an hour and another call to have him finally on the line. Well, sorry, Sir. The bag is on the plane to LHR... *AAAAAAAARRRRRRRRGHHHHHHHHH* We are so sorry... Another day delay... “We will personally pick your luggage up and deliver it in person to the next non-stop flight to Paris. I promise.” Any compensation for all the inconvenience? Any commitment to any line that I can spend for getting at least the necessary stuff? Nope. Nothing. Nada.

Later that day, the same game again. Calling UA to get NZ on the line. Takes forever this time and I am having the second heart attack. Well, sorry, Sir. Your bag is on its way to MUC. Air France and British Airways are deemed to be unreliable and UA decided to put your luggage on LH. Baggage should arrive in the evening.

Park Hyatt´s concierges are letting me know, that they have never seen any evening delivery of lost luggage, so I am trying to inform LH that I am the second day without my luggage and I would appreciate if they could make sure that I am getting my luggage the same day.

My bag was checked-in in London with a UA baggage trace number but my bag also has this wonderful red SEN-tag. Turns out, it doesn´t help.

Calling the SEN hotline and getting a couple of numbers. None of them turns out to be helpful. The lost luggage report is on a NZ code, so LH cannot access it. UA baggage trace doesn´t help. So – can we inform ground staff in Paris? No. I am getting mad. Calling French hotlines and trying to get my message to the airport staff in Paris there. No way. French call center agent is the rudest I have ever talked to – even refuses to put me through to her supervisor.

Turns out, my luggage is missing its connecting in MUC. LH “forgot” to get the bag to the connecting flight to Paris... ???

When I get my luggage around lunch time the next day, I am furious. How can it take Star Alliance so long and how can they screw up so many times in a row for a bag that was left in LAX? UPS would have gotten me my bags overnight. Anywhere in the world. No questions asked.

I have spent so much time on phones, I cancelled meetings, needed to shop, wasted so much time... Will UA make up for it? No. LH? No. Will NZ compensate for all the inconvenience? Pending. I called the NZ representative and told him that I expect a letter from NZ when I am returning to Tokyo in ten days including a compensation for the poor management of this case including all the hick-ups and overpromising. (Needless to say that I am back to Tokyo and the letter has not arrived...)

LHR-DUS (LH)
Aircraft 733
Seat: 1A

SEN lounge in LHR is nothing spectacular. Lounge dragons are helpful to contact NZ while I am waiting for the latest update on my luggage nightmare... Even dragons have a heart and passengers with lost luggage get the utmost attention. I am nibbling on some cheese and having a cappuccino...

No priority boarding, but I have all three seats for myself. Crew is addressing me by name, following the protocol... Service is good and fast – the advantage of sitting in row 1... Travelling only with a bag of newly bought clothes is kind of funny... At least I am having my beloved Bose headphones with me...

Best moment: Tomatoe juice... I am lovin´ it. Especially if I have to get up at 5am to catch my flight.
Worst moment: None.

*G benefits: None. (LH benefit: SEN lounge access, executive bonus)

DUS-CDG (LH)
Aircraft CR7
Seat: 1A

SEN lounge in DUS is new and very nice. Completely separated from the Biz lounge. Not much waiting time though.

The Challenger is too small of a plane for commerical use. It is very nice to have a guaranteed seat blocking in C – but one can only sit in one seat at a time. And seats are tiny on the CR7. For flights exceeding 60 minutes, they should come up with something different... Get me an airbus :-) Domestic flights in the US are a nightmare but the seats are ways bigger…

Interesting experience: Ex DUS the food is better than ex CDG... Small snack with chicken and noodle salad wrapped in a leaf. Very thai and good food for a short flight.

Best moment: Arriving in CDG. First time ever.
Worst moment: Apron positions. Can´t stand them.

*G benefits: None. (LH benefit: SEN lounge access, executive bonus)

CDG-FRA (LH)
Aircraft: 733
Seat: 1C

My taxi ride is surprisingly not very expensive and I am the first in line at the F check-in. My second leg is in F but LH has no more red boarding passes and in CDG they don´t even have F ticket holders in Paris... All I get is a mysterious PIN for access to the SEN lounge. CDG is a bit outdated airport and you have to enter the PIN number in order to get access to the lift which get you to a basement where the SEN lounge is hidden... Nothing to write home about. Old and outdated in a cellar cave... No lounge dragon to welcome me… The only nice touch (but hey, we are in France), LH is offering champagne here. Not just some sparkling wine... Lounge dragon (suddenly appearing out of the dark) lets me go with a bright smile “Plane is on time”.

A plane that is “on time” should not let people off the plane at time of departure though. The marketing flight times already have 20 minutes buffer – and this flight will be 30 minutes late in FRA. Plus, we are stopping at the most remote apron position ever. I doubt that we are still in Frankfurt... Next time, I will give the new highspeed trains a try...

My magazine of choice is not available and the FA is making an effort to come up with the right magazine to make up for that. Will be addressed by name and have row 1 exclusively reserved for myself. Food is the same as on my flight to CDG but quality is not up to LH standards...

Purser is giving me the infamous “look” when I am rolling my eyes for the delay and the apron position while we are waiting for the bus. My time to spent at the FCT is getting less and less...

Best moment: Taxi ride that is ways faster and less expensive than expected.
Worst moment: “We are on time”. And we don´t give a f* about arriving passengers connecting to F... Alles fuer diesen Moment. *roll-eyes*

*G benefits: None. (LH benefit: SEN lounge access, executive bonus)

FRA-DXB (LH 630)
Aircraft: 744
Seat: 84A (Milage Upgrade to First)

Frankfurt starts with a thumbs down: Passengers who want to visit the First Class Terminal (FCT) can request a shuttle service. Check-in staff is snapping at me “everything between 3 and 20 minutes” when asked how long I have to wait for a shuttle. I am passing and walk over by myself (takes less than five minutes).

Personal Assistent is welcoming me and security check is done in a heartbeat. Let´s test the water. “For the pick-up I would prefer the S-class Mercedes.” No blink. “Certainly, let me check what we can do for you”. Let´s dig deeper. “And I would like to swim a round with the duckies before pick-up with a glass of champagne.” No blink. “Certainly, I will block a bathroom for you right away”. A young bartender is laughing out loud when I am telling him that he can´t bring the ordered glass of rosé champagne to my seat because I am going to swim with the duckies... Despite LH´s attitude not to care much about F passengers before they arrive at the FCT, I am in a very good mood now. 35.000 miles were a smart investment.

Reservation clerk for the bathrooms is guiding me to my bathroom and I kindly inquire whether I can purchase one of their duckies. “You can just take one with you, Sir.” That´s great! I am lovin´ it! Number of duckies has been cut though – only one duckie is waiting for me, in the earlier days of the FCT there have been three... Cost cutting everywhere... ETRO products are still there and still come in generous 70ml sizes.

Timing is not perfect as the flight from Paris was so late. Knock. Knock. “Mr. SMK77, two minutes, we gotta go.” I am already dressed and take my carry-on and my duckie. Enjoyed my bath! Personal assistant is surprised that I am already ready to go...

Downstairs I am getting back my passport and my boarding pass is now in one of the new boarding card holders. “Please make sure that the passport is yours,” whispers the personal assistant. Not everyone seems to get the F training here... :-)

“We are driving in a Van today” is the welcome at the pick-up point. Well, I don´t think so. The guy that has parked the S-class is entering through the revolving doors. “I think they have blocked an S-class for me,” I kindly inform the agent. Driver confirms: “That is me”. Perfect. Have to share my ride with another guy but get “my seat” (back right).

Being escorted to the plane – but no line jumping today, boarding is already finished. Not a problem and I am on my way to the upper deck. My preferred seat is 83A but as 83C was taken and row 82 was already taken as well, my choice was 84A with the request to block 84C. Cabin today is almost full and 14 out of 16 seats are taken. Someone in 81A and myself are getting the empty seat next to us. Well done.

I am settling in 84A and after taking out some personal belongings my carry-on does not fit in the overhead bin. FA stops by and I am asking whether she could take care of it. Blink. “Could you bring it to the baggage storage next to the stairs, Sir?”. I am very hesitant to accept this kind offer but finally bring my trolley to the back myself. Let the games begin...

Champagne and orange juice are offered and while I am enjoying a glass of orange juice, the FA comes back with a nice Bogner amenity kit and a sweater in M. I suggest that L might be a better fit as arms with M tend to be too short for me. She agrees and returns with the requested sweater in L. Second glass of orange juice is offered and the bird leaves FRA on time.

Sitting in row 84 with an almost filled to capacity cabin has one downside: the guys in row 84 are the last to get their food no matter what status you have. Captain turns off the seatbelt signs twenty minutes into the flight and cabin crew immediately starts to prepare the drink service. Hot towels are handed out and I ask whether I can have a green tea when they have finished their preparations. Two minutes later and I have my china on the table of 83C – a true F touch. Regular drink service reaches row 84 fourty minutes into the flight and I am getting some table water. The famous “D” champagne on LH is a regular (disappointment) on board (I am not having it) and the Heidsieck Rare Cuvee is – as the name indicates – the rare alternative and not available on most flights.

Purser starts her round and hands out today´s menus (very stylish all white menus for food and beverages). As I am expecting cabin crew to address me by name (and no one has so far addressed me by name on this flight), the first exercise on board is listening carefully to the purser´s welcome announcement and memorizing his or her name. Purser comes to row 84 and turns left to hand out my set of menus. “Hello Ms. Pursername,” I am greeting her with a bright smile. Blink. She doesn´t know my name. It is short and very simple and has only four letters. Purser disappears and FA shows up. “Some more green tea, Mr. SMK77?”. I am lovin´ it. Crew is addressing by name me through-out the flight from now on – including the purser when she is showing up later again...

“Yes, please – and by the way I didn´t have a chance to grab a bite to eat at the FCT. Do you think I could start with the meal service rightaway”? “Certainly, the appetizer can be served pretty quickly.” FA comes back 30 seconds later. “Is it okay for you to wait a couple of minutes till we have you bread heated? And unfortunately, the main dish takes a little bit longer, are you okay with that?”. I am deciding to take it slow: “I am having my main with the other passengers. Just serve the appetizers right now.”

Food is very nice on the flight – with the veal as the only disappointing item that I am served on that flight. I am only trying it and then leaving it on the plate.

Time to compliment the crew for doing a great job and unmasking myself as the “teaser”. Turns out that they never had the new F training. But honestly, this crew does not need any additional training. Purser and crew are delighted and discuss the new service enhancements for F with me. Purser and crew agree that while service can be speed up a lot of passengers do not appreciate the reduced quality of pre-plated stuff. Terrine is not a big problem but the duck breast is not as nice as it could be freshly prepared...

Time for a rest. JOOP! blanket and pillow are offered and I am taking a nap. Miss the small snack offered before arrival but get a small selection of fresh fruits when I wake up and we are already descending.

In Dubai we do not get a terminal position but are stopping on the apron. Passenger handling is perfect – first bus is for F passengers only. Very efficient and fast track immigration works very well too – only the luggage handling is not that perfect, it takes a 20 minutes wait at the belt before the first pieces show up. Poor LH agent is getting unwanted feedback (seat is outdated, why can Emirates offer chauffeur service in C) from other F passengers in the meantime. Turns out that the other passenger had five hours to kill in FRA and was not told that she could head over to the FCT...

Best moment: Champagne and Ducky – First Class Terminal in FRA. Also, perfect service on board – great crew, thanks a lot!
Worst moment: Apron position in DXB. For a 744? Humidity is killing you on the way to the bus – and it is only 15 meters…

*G benefits: None. (LH benefit: executive bonus and seat-blocking. LH defended “my” 84C to death and the seat was left empty. Very much appreciate personal space and with an empty seat next to myself that is a given in F.)

DXB-ZRH (LX)
Aircraft: 332
Seat: 1K (Milage Upgrade to First)

Dubai First Class Lounge is nothing special – plenty of food and beverages but overall the lounge does not live up the the better, bigger, higher theme that is played in Dubai all the time. Internet access is not blocked – surprisingly. In Dubai, lots of web pages are blocked – whatever is not appropriate is locked for public access...

1.45am is very late and as my friends have to work the next day, I tell them to drop me of at 10pm – not even thinking for one second that I might not be able to check in yet... Half an hour later the first people show up – and the magic words “first class” get me the first check-in for that day...

When I finally board the bird, I have to hold my breath for a second. This bird is so old and seats are so worn out, one should not assume that this is Swiss... Old business class (avoid at any rate) and the F seats look very tired, too. At check-in I traded in my reserved 3A for 1K and I don´t really know why – but when I arrive, someone has already taken my seat... Slippers are placed in front of the otoman, a German newspaper is folded on the sideboard and a bottle of water is placed in the holder.

“Who is in this seat”, I am snapping at the FA. Who looks puzzled and tells me: “You!”. What they did was just anticipation (a first ever in the aviation industry). They already prepared everything to welcome me and placed the “Sueddeutsche” a Munich based newspaper as they already knew that I would be connecting to MUC... I am impressed.

Menus are handed out and LX actually offers a full meal – which I think is great as it does not limit customers choices and for those who want to eat, there is plenty. I am just asking for some chocolates and are presented a box full of delicious Spruengli chocolates. “Help yourself with how many you want.” Great airline... I am just having three pieces and the FA checks whether I wanna sleep in 1K. Yes, I would. So do I mind changing seats? These confusing games go on and on... My seat or not my seat? My seat, all they want to do is preparing my bed on the ground so that I can jump right into my bed when the seatbelt signs are switched off. Great service (and only possible because F is almost empty).

Ten minutes after take-off, I am finally in 1K again. A nice pillow and a nice duvet and I am asleep within minutes... I have requested not to be woken up (and asked them to hold back some fresh fruits and a green tea) – and when I eventually take off my sleeping mask, there are 20 minutes left till arrival. And guess what: Seat 1G is set up for a full breakfast. A bread basket with warm croissants is waiting for me, the Bircher muesli is sitting on my table – and some fresh fruits are there as well. Unbelievable... And freshly brewed Nespresso coffee is offered – and refilled 10 minutes before touch-down. Great! The huge table with the white tablecloths looks good – and I am asking the purser whether I could have a set of tablecloths... Now she is puzzled (confusing games can be played both ways) and I am explaining that my next flight is on Thai and to my best knowledge there is no more tablecloths... She laughes and brings me a set of tablecloths....

Arrival lounge is past the passport control but Swiss can get passengers back in without having to go through all the security checks again. Very smart. I don´t see much of the lounge as time is ticking – but the shower is more of a youth hostel charme than of a first class lounge... Shower is appreciate though – and off I am for my flight to MUC.


Best moment: Anticipation – a first ever :-) Hospitality, Swiss made. Great!
Worst moment: Shower with a youth hostel charme and no amenities but a shampoo bottle mounted on the wall...

*G benefits: None. (LH benefit: executive bonus)

ZRH-MUC
Aircraft AR1
Seat: 3D

Can you imagine that there is no seatblocking on the Jumbolino? While the configuration is 2-3 (LH 3-3), I am stunned that there is no seatblocking at all. Senator? Forget it. First Class? Forget it. Fullfare? Forget it. I am in all three buckets and I am not getting my seat blocked. Check-in not even puts me on 1D which is available with an empty seat next to it, but puts me in 3D... Paying C for Y experience – I can´t believe it. And the mini croissant that is served for breakfast is a joke as well and not making up for it. Jumbolino on LX in C – avoid it!

Bottle of water is already waiting for all passengers – however, the “breakfast” is something next to nothing. I should have grabbed something in the Arrival Lounge... :-)

Likes: Showering before boarding after an over-night flight.
Dislikes: No seatblocking in C. Thumb down. If I wanna fly Economy, I pay Economy.

*G benefits: None. (LH benefit: executive bonus)

MUC-ZRH (LH)
Aircraft: CR7
Seat: 1A

Drive-through check-in. Possible in MUC. Funny idea. McDonald´s like windows and you can get your boarding pass and drop off your luggage – and stop with your car in front of the two agents.

Something is wrong with LH´s IT today and it takes the check-in agent forever till she calls someone for help.

SEN lounge today has not only Weizen (the famous bavarian beer) today but also a Bavarian Buffet – it is Oktoberfest! Nice touch – and on some flights the FA even wear traditional outfits. I can spot some FA in MUC – they look great.

I could say something about apron positions, but as this is not the last bus ride I will keep mum.


Likes: Drive-in check-in and Oktoberfest Buffet.
Dislikes: Apron positions. Delays are a given.

*G benefits: None. (LH benefit: SEN lounge access, executive bonus)

ZRH-BKK (TG)
Aircraft: 346
Seat: 2A (e-Voucher Upgrade to First)


Check-in in Zurich starts with a ten minutes wait. One counter for Royal First – and one customer in front of me . His name doesn’t match the record and it takes them more than 10 minutes to figure out how to check him in. Turns out he isn´t even flying in F... Staff is supervised by a coach but they don´t redirect me to the C check-in but keep me waiting... Thumbs down.

Lounge in Zurich is the Swiss F Lounge, the only thing I don´t get is the shuttle service. Have to take the train to the new terminal. The only benefit of the Swiss F Lounge. When I am showing up, no one is directing me to the F lounge though – only my request for a glass of champagne at their super-long bar upstairs gets me to the F lounge and to a glass of Perrier-Jouet Rose. Lounge is not up to LH F lounge standards, so I am getting on my way to the plane (and stop by at Spruengli for some chocolates...).

F service is very disappointing. I am bound for the Banyan Tree Phuket – and staff like on this flight would be fired there on the spot. Completely unacceptable behaviour and so un-thai that it really hurts. I understand that TG staff went through difficult times but this is setting the standard lower than UA – and I was pretty sure UA was setting the benchmark for the lowest standards within *A. There is only one male FA who gives his best, but the overall experience is not good at all.

Food in F is limited to the set meals, no snacks. And the selection on the menu is very limited. The only choice one has is for the entrée. Chicken or beef? Third choice is quail and this is actually good while the rest of the food disappoints. Canapés? Uninspired and dry. Starter? When the menu promise a lobster tail you shouldn’t try to sell a king prawn as lobster… Entrée? Other than the quail true Y. Dessert? Forget it. Surprise: Fresh fruits and cheese is not on the menu but offered.

TG has gotten a lot of criticism for lowering standards in F. And I am missing Grande Dame champagne (Dom 1999 is the current choice). TG has listened though: Wine lists are back and the tablecloths are now at least exactly covering the table…Hermes should be ashamed of its own amenity kit – perfurme comes in a cheap plastic bottle (and a very small size now) and the same kit is handed out to ladies and gentlemen.

I am using my Swiss tablecloths which look ways more impressive than TG’s ones… Staff doesn’t realize it till they wanna clear the table and I want them to leave the tablecloths for breakfast. When I wake up, my tablecloths is gone though…

What surprises me, is that the seat is actually not fully flat. My back part of the seat still has an angle and I am changing into 1K but ending up with the same problem. This should be exactly the same mechanism that LX is using but as far as I recall it correctly, the LX F seat was fully flat and more comfortable than this seat…

Overall, I am not impressed with TG’s F product. If you can get a fare that is equal to other carrier’s C fares, go for it. But lower your expectations to a better C experience. The seat is the main reason to favour F over C.

The young guy in 2K seems to be the son of one of the cockpit crew. No pick-up card for the baggy service for him and no Thank-you-orchid for him as well… The Spruengli chocolates that I have intended to share with the crew no go to the other F pax – including the poor ignored guy in 2K :-)

Arrival in BKK then gets me back into the desired unparalleled world of F travel. A baggy picks me up to chauffeur me to the Royal F Lounge. Spectacular. Nice shower, great private rooms with B&O equipment. They have DVDs to chose from. Fresh fruits are beautifully arranged and I am getting some green tea. Lots of choices from the buffet as well.

F passengers are eligible for a full-body massage at the Spa. And I am taking advantage of the 60-minutes-treat. It is for free and it is wonderful. The ambience of the Spa is gorgeous and so is my masseur. 11 hours to finally get what I deserve – true dedication :-)


Likes: BKK First Class Lounge and Spa. Tops LH FCT. Only the S-class is missing…
Dislikes: Cabin crew. Don’t ground them, sack them. On the spot.

*G benefits: none. (LH benefit: eVochers for upgrade to F)

BKK-HKT (TG)
Aircraft: 744
Seat: 4B

After a full-body massage and a quick stop at the duty free, I am heading to my flight. Some passenger has left his travel documents at the immigration desk and – fully aware of my luggage nightmare – decide to bring it to the gate in person myself. Gate agent looks at me in disbelief when I am telling her that the passenger is already onboard and only her supervisor is getting it and takes the package and brings it onboard.

Time for me to head to my own gate – again an apron position (why the heck are they building these huge and expensive new terminals if you end up on the apron anyway? And we are talking a 744 here).

Old TG F is dark blue and comfy – but I would kill if I was on a full-fare international F ticket and would be offered this... FRA pax will have the pleasure this winter… Be aware!

Breakfast is handed out very shortly after take-off but the three crew are again very un-thai. No smile, no extra mile – getting the job done, that´s it. I have been to Thailand a couple of times and service is usually top-notch. TG is the only exception. Both flights on TG blend into my last experience when I was on a NRT-BKK return – not sure why TG does not get its staff to act in the same way any other staff in the hospitality industry would act.


Likes: Being refreshed after my spa treatment.
Dislikes: Had to push check-in staff to get a seat in F. They put me in 14A, although I was in international F on my way to BKK. Thumb down.

*G benefits: none.

HKT-BKK (TG)
Aircraft: 773
Seat: 14K

If you are ever planning to bring down a plane, check-in at HKT. Security is a joke. I don’t have to show them my liquids, I don’t have to present my laptop. But I have to put my mobile into a separate box – for security reason…

Lounge is much better than expected for a small airport like HKT. Boarding starts with a 15 minute delay, so I am having something to drink and some fresh fruits.

In a fully booked cabin, I am at least getting a window seat. Forgot to charge my Bose headphones, so no music for me on this flight… Cabin crew is serving a small apple pie which is not good at all – and that’s all for the flight…

Cabin crew again is not setting the benchmark for flying in C…


Likes: Lounge in HKT nicer than expected. The fee for leaving Thailand has been waived!
Dislikes: I have to see SQ for my boarding passes in BKK as TG cannot print them for me.

*G benefits: none.

BKK-SIN (SQ)
Aircraft 773
Seat: 14D

No window seat for me – that sucks. Regional biz is still ways superior to what is sold in Europe on flights of similar length. And cuisine and service are lightyears ahead. I have three seats for myself – and the regional C product is really comfy.

TG’s C lounge is very nice to kill time and when I arrive at the security check, there are already staff members looking for me. Last call? Departure is in 20 minutes? Yes, but the plane came in earlier, so they wanna leave earliert… Okay, let’s hurry up then. Doesn’t mean that I am the last customer boarding the plane though. SQ is not enforcing its own policy to close the gate 10 minutes prior to departure and the last passenger is boarding 1 minute after the official departure time. I am not getting it why SQ is rushing 200 passengers to make them wait half an hour for the very last one… And after push-back it takes another 25 minutes before we are up in the air.

“How do I pronounce your name correctly, Sir?”. Signature question on SQ – and one I very much appreciate. My name in English spelling is easy to memorize and pronounce and FAs on SQ are usually happy to learn that my name is not that difficult as it might look to them in German.

The Singaporean Girls look pretty as always and service is attentive as always. Food is good and the chicken breast prepared to the point. Surprisingly, the vegetables are overcooked and not that nice… Ice cream would be nice now but not available on this flight…


Likes: “How do I pronounce your name correctly”. Should be a standard in any FA training.
Dislikes: Ice cream missing – where is it gone?

*G benefits: none.

SIN-NRT (SQ)
Aircraft: 744
Seat: 17K

With 8 Singapore Elite flyers in front of the list, my chances of an op-up are zero. No problem with a pre-reserved 17K though. Exit row and upper deck – can flying get any better?

After some shopping I am heading to the Krisflyer Lounge. A complete zoo. All seats are taken and ways to many passengers are filling the lounge. 11pm is a busy time as many flights are leaving SIN around that time. I wasn’t expecting this at all and don’t like the overall atmosphere.

No amenity kit makes life unnecessary difficult: I have to ask for earplugs and eye shades as well as for a tooth brush (they are provided in the bathrooms, too). Being tired, I am not even having a look at the menu. Just letting the crew know that I wanna skip breakfast and I do not wish to be waken up. FA knows how to pronounce my name without asking – a first ever on SQ.

Next the blanket. What kind of crap is this? The same stuff is provided on LH and it is just cheap. NH and NZ were able to provide duvets that were ways better…

The old spacebed on SQ is not flat even in the angled position but is comfy enough for a good sleep. Pillow is on the smaller side but still okay, I am waking up 25 minutes prior to arrival.

Arrived in NRT, I am on of the first at the belt – and all Solitaire tagged luggage comes out first. My first bag comes after another 5 minutes but then my second bag is taking another 35 minutes – while most Y pax are already gone. What is the priority tag good for?

Likes: Decent sleep in SQ’s spacebed.
Dislikes: Baggage handling.

*G benefits: None.

Lessons learned

NH is getting the CRTW travel award. Best overall experience. No flaws. Nice lounge. Nice cabin. Nice service. Good sleep. No attitude. Priority baggage is delivered first. Value for money. A true premium carrier. Well done.

F is F and C is C. But C without F is better C. NZ demonstrates how a nice C experience can be very close to F without having to pay F fares. Best seat on this journey. Well done. Food and beverage below their normal standards on this flight though. Baggage handling totally unacceptable – and NZ’s attitude towards getting this settled is poor and disappointing. Call UPS, they can show you how this can be done better.

UA has survived bankruptcy but they are still not on the winning side. In all aspects, they failed – and their part in the mishandling of my baggage leaves me with no words. Will avoid any paid travel on UA in the foreseeable future.

SQ has lost its shine. Attention to detail used to be their strength and made them big and it took me by surprise that so many details on my BKK-NRT flight were not matching my expectations. Given that SQ is raising its pricing and is asking for outrageous surcharges for CRTW tickets, this is a thumbs down.


Three upgrades to F. Out of competition:

LH F is not that bad. I had experiences on LH in F that did not meet my expectations – and that included a flight on my birthday. This one was great and I will be back in F soon. Would be even better with a new seat :-)

Hospitality. Swiss made. I very much appreciated the thoughtful service and all the gestures to make me feel comfortable onboard. Never been on LX F before but I will definitely fly again.

TG is just sad. They have all it takes to be a champion and then they are not getting it. A better C product but not in the F league – at least up in the air. BKK ground handling is truly amazing – TG could make a lot more money with that.

FANTASTIC report. As a One World flyer I appreciated all of the reports. LOTS of information here. What an informative report.. Once again thank you...

FANTASTIC report. As a One World flyer I appreciated all of the reports. LOTS of information here. What an informative report.. Once again thank you...

Well, do the same next time you are flying. My next trip might be a One World Explorer and I am grateful for any piece of information... :-)

Thanks for a wonderful report!

I agree with you about most of these airlines listed here...

TG is a disgrace and something major needs to be done immediately.
Your experience with United is no surprise to me and that is why I have given up my 1K status... and giving all my domestic US biz to AA, AS, and VX.

I think NH is actually the way to fly...

I have yet to fly NZ and will definitely look into it.

Thanks for sharing your trip report!

Carfield

Nice trip and nice report ^. You've given me some ideas to tweak an upcoming RTW.

Great report!! ^^
Very enjoyable read and it's always nice when people put some effort into their reports.

NH is getting the CRTW travel award. Best overall experience. No flaws. Nice lounge. Nice cabin. Nice service. Good sleep. No attitude. Priority baggage is delivered first. Value for money. A true premium carrier. Well done.
I very much agree on this, NH is vastly underrated! Although I don't think their lounges are that spectacular.

A big thank you for the brilliant report SMK77!!! ^

Hi,

i found HKT up to the usual int. standards.

these days a lot airport do not stop you even you have a little bit liquid in your bag.

NRT is not doing , BkK and HKT from my last flights, YVR and LAX, SMF did not ask for my liquids in my bag...

btw. TG F is fully reclining you just have to push the sleep button and it will fully recline into a bed.

very nice report how long did you need to write this much :)

dp

Hi,

btw. TG F is fully reclining you just have to push the sleep button and it will fully recline into a bed.

very nice report how long did you need to write this much :)

dp

I did push the sleep button, the FA did push it and the purser did push it. But both 2A and 1K did not recline fully (at least not what would be my definition of fully - the back part of the seat still had an angel of 7 or 8 degree, maybe some mechanical problems). But I had a decent sleep.

Time was not an issue as the travel time to and from the airports and the time spend at the airports was more than sufficient :-)

FRA-DXB (LH 630)
Aircraft: 744
Seat: 84A (Milage Upgrade to First)

In Dubai we do not get a terminal position but are stopping on the apron. Passenger handling is perfect – first bus is for F passengers only.
Worst moment: Apron position in DXB. For a 744? Humidity is killing you on the way to the bus – and it is only 15 meters…

Very nice trip report! I Did a RTW with *A last summer. Had similar flights with Air NZ and their great Biz Premier Product and soso SQ flights in biz .

Had the same experience last january in DXB. Why they unload a 744 with busses? :rolleyes:

My seat, all they want to do is preparing my bed on the ground so that I can jump right into my bed when the seatbelt signs are switched off. Great service (and only possible because F is almost empty).

Ten minutes after take-off, I am finally in 1K again. A nice pillow and a nice duvet and I am asleep within minutes... I have requested not to be woken up (and asked them to hold back some fresh fruits and a green tea) – and when I eventually take off my sleeping mask, there are 20 minutes left till arrival. And guess what: Seat 1G is set up for a full breakfast. A bread basket with warm croissants is waiting for me, the Bircher muesli is sitting on my table – and some fresh fruits are there as well. Unbelievable... And freshly brewed Nespresso coffee is offered – and refilled 10 minutes before touch-down.


Wow - this is truly amazing service!!! Great report and contrasts between carriers.

Note to self: don't bother with TG F under any circumstance.

Note to self: don't bother with TG F under any circumstance.

While I was disappointed, two things should be mentioned:

a) TG is reacting to feedback: They reintroduced the wine list and "upgraded" their tablecloths. I hope that food and service might be things looked into soon. BKK ground handling is fantastic, service there is top-notch.

b) TG is offering incredible fares. Some of them are cheaper than other carrier's C fares. Why don't pamper yourself a bit in BKK with a full-body massage and credit 300% milage to your LH or BD account?

Update for post #4:

Purser promised to get back why Veuve Cliquot was not onboard on all of my flights... Received a box from Auckland yesterday with two bottles of Veuve Clicquot Reserve 1998!!!

NZ explained that the menu should state "or" - it was never intended to have two champagnes onboard. For LAX they have contracted with Laurent-Perrier...

Great customer service experience ^^^

SMK77 ^ to the detail of your trip report, but what in insufferable pain in the a*s you come across as. Making demands, acting as if you're a cut above mere cabin crew... Shocking and deeply patronising.

If it had been just a single post which made me wince, I'd understand, but it's several. Please tell me you're actually a pleasant person and that I've misunderstood?

SMK77 ^ to the detail of your trip report, but what in insufferable pain in the a*s you come across as. Making demands, acting as if you're a cut above mere cabin crew... Shocking and deeply patronising.

If it had been just a single post which made me wince, I'd understand, but it's several. Please tell me you're actually a pleasant person and that I've misunderstood?

I still have friends - even cabin crew - so I assume I am not that bad of a person. Maybe you are referring to the LH flight - you should also see the LH board why I was teasing cabin crew. I "unmasked" myself in the end and had a good laugh with all F crew including the purser. What I don't like - and there I can be a real pain in the ... - is the downsizing of services (e.g. LH not handing out small water bottles in C but telling customers it is a mean of differentiation for F). But those battles are fought with headquarters - and in the case of the water bottles were a victory for LH's customers flying in C: LH reintroduced water bottles in September...

After a couple of calls, letters and e-mails, I got a call from a senior executive of NZ offering me an invididual compensation for my baggage issue. Well done!

Great Report! ^

SMK77 ^ to the detail of your trip report, but what in insufferable pain in the a*s you come across as. Making demands, acting as if you're a cut above mere cabin crew... Shocking and deeply patronising.

If it had been just a single post which made me wince, I'd understand, but it's several. Please tell me you're actually a pleasant person and that I've misunderstood?

Must say that I had exactly the same impression - expecting the world to fall at your feet. With a little more prepararation and forethought in planning your trip, you'd have avoided the luggage hassle. In any case, there's no way for us to judge, since you conveniently omitted to give dates and times of flights. There are ways of getting what you want, and your general attitude is not one of them.

Having experienced numerous delays on the SFO-LAX sectors myself, I understand how frustrating this can be. However, I've never had as bad an experience with UA as you apparently did. On one occasion, I was connecting to NZ in LAX, but my flight from SFO was severely delayed. I checked the monitors and noticed that there was an earlier flight which was also delayed, whose new timings would get me to LAX in time. UA didn't offer to rebook me at first, but with a gentle nudge they did so. I'm amazed that they didn't in your case!