Gongzuokuang

I just arrived HKG-ORD, and had a very nice flight.

Service was friendly, attentive, and professional.

Suani (Indonesian, HK based), in particular, did a great job! I was very satisfied with the flight. Walked off fat and happy! :-)

I should note that The morning started poorly. I often do not arrive early to the airport in HK, so I am not incredibly familiar with the lounges. When I checked-in, they gave me a lounge pass, but never said a word about it. I could not remember the locations or differences between the lounges. I stopped at the CX customer service desk near gate 20 and asked about the lounges. The girl behind the counter said there are three, and I could just go to the one by my gate (gate 18)

So I walked down there, and saw it was a dragon air lounge. I was guessing it was not so nice, so I walked back to the next closest one, which was The Cabin. When I walked in I saw that it was just a basic lounge, so I asked at the counter about a first class lounge. They had me walk all the way down to The Wing.

So after spending 30 minutes walking around, I made it to The Wing, but was now short on time.

I ordered a breakfast, and after 20+ minutes it came out and was wrong. I only had another 20 minutes or so, and just decided to let it go. Someone who looked like a head waiter noticed I hadn't eaten the food and inquired why. I explained the problem. He offered to remake, but I explained I didn't think there was enough time. He insisted, and said he would rush it "5 minutes, no problem". I agreed, but 20 minutes later I had to go, so no breakfast.

When I boarded I made an offhand comment that I was starving. The FA asked why I didn't use the lounge, and I explained. She was really disturbed, and said she was going to take some notes. He ISM came over later and wanted specific details. They both seemed genuinely concerned.

After that, they seemed very intent on making this a great flight.

So whether the great services happened organically, or was instead prompted by the lounge experience, who know? Bottom line is that it was a nice flight.

SeeBuyFly

I will reply by quoting from another post in this thread:

msm

I have always heard that with CX F service, you are paying to left alone and sleep. That there is a bias towards leaving you alone.

When you tap that call button, they will come sprinting down the aisle to take care of you, but you have to tap that call button.

Gongzuokuang

Wow! What a detailed reply. Xiexie! ^

What I had thought, and what others have suggested, is that the FA could've offered something more as a replacement. I would've preferred Chinese, but the Cathay Chinese choices always seem bland. I did have the steak on today's flight and it was pretty good. And in contrast to my first flight, the FA today came out shortly after I started eating to check on the doneness (rather than waiting until the end with some obligatory and insincere empty query at the end)

If one is not familiar with CX F, one would never know to request another meal.

I learned about the beer today. They stock exactly 11 Heineken beers, something like 3 in F, 4 in J, and 4 in the back. I had mentioned to the FA how they always run out, so she went and collected them all. Of course, I felt obliged to drink them all. ;-)

11 does not seem like many for the whole plane. Would be pretty simple for FA or ISM to chat for a few minutes with each PAX in the beginning to see what they like, in an effort to make sure the needs were met. Just an idea.

The bedding process was much better this time, mostly because the FA explained the process during her introduction. Again, without having ever flown F, one would not necessarily know that to expect. To a newbie, offering to make the bed could be interpreted as pushing and holding the button to make the seat go flat. (That was not the case here... on my first flight they never offered anything)

Perhaps I should've been more clear regarding the FA's in the galley; when I would walk up there to get a beer or something, they were not there a few times. (ie. 10 trips to galley, 3 or 4 times not there.) I asked the FA today about it, and she said that will happen at times. One might be resting, and the other is called to the cockpit (which can happen for a variety of reasons.). It is not as if I pushed the CALL button and they did not respond.

And to that point... I too was raised in the USA, and just can't bring myself to push that button. Everyone says they come quick -- as if the button activates a shock collar -- but it just feels too awkward.

==> Mike

LHR/MEL/Europe FF

Interesting report by the OP.

I agree with the steak! The one we had ex HKG last month was pretty bad.

Perhaps there is scope for CX to recognise first time flyers (like BA does) and to offer them more of an introduction to the flight?

But that being said, for many of the points raised by the OP there is a pretty good explanation... it is the CX way of doing things. And for most people that works perfectly. First class is all about a personalised experience and they let you decide what you want to do, and when. If you just want a burger for the second meal service, they'll probably assume that's all you want!

But a shame for the OP, as once you get the hang of it, CX is right up there with the best in the world. And a marked step up from business class.

sxc

11 beers on the whole plane? I find that hard to believe.

Gongzuokuang

Not 11 beers total... 11 Heineken's.

airoli

I hadn't realized we are married!

But clearly, you're describing me. I do like these pens, though.

flyer121

Out of curiosity, when someone travels in CX F for the first time how are they supposed to know that service requires a push of the call button?

jona970318

I also think it's more likely than not that not all 11 of them will be consumed

LHR/MEL/Europe FF

I appreciate FT is kind of USA focused... but I think most others in the world would know the call button is there for that reason.

As a non USA citizen I use the call button on USA airlines and have never been reprimanded for it. If I fly coach I rarely use the call button anyway, preferring to snag a flight attendant when they walk through the cabin. I appreciate they are busy so don't want to trouble them. But the crew in F are somewhat less busy outside of meal times.

exmike

In general it seems like it is better to opt for the food item of the native country of the carrier. Honestly, beef (outside of South Korea) is not a very common protein in Asia, so I typically opt for the native dishes. I'd say most others would agree with this tactic.

I do feel CX F tends to be more hands off. However, in my limited experience of 4 flights, I noticed the FAs made an active effort to make sure I was well fed and liquored up. If I was ever awake mid flight they always offered to bring me a snack.

Also, I think the true crime was ordering heineken, not that they ran out.

Gongzuokuang

+1 and +1! :-)

Actually, I'm OK with Heineken as a fallback, especially when the only other choice was Carslberg. I most definitely agree the beer selection is stuck in the 90's. And as a side note, I am surprised no Tsingtao option (certainly not the best, but at least a little local flavor!)

I'd be more than happy to acquire and carry on my own. But I'm not sure how to smuggle on a 12-pack.

dickie98

I've always been reminded that they are primarily there for your safety in the US. Beverage and food service comes secondary to your safety. Which is why they will generally sit in the galley and read a book or gossip, for your safety.

spiffingchap

In fairness to CX the F service is one of the best I have used over the last 8 years. Always there if you want something and never in your face. I do not think it fair to come close to comparing the staff with an American airlines staff. I dont think I have wanted to eat a full meal let alone attack the menu all the times I have flown F, people who travel as much as I do and are used to the benefits of F class enjoy the peace and quiet it offers with a guaranteed rest apart from all the very annoying announcements they make every time the seat belt sign goes on.