Never thought I would say this: EY ground services worse than BA
Sep 28, 2014, 9:45 am
#1
Original Poster
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
Never thought I would say this: EY ground services worse than BA
A warning to anyone travelling F from AUH over the coming months. Whilst there is plenty of chat about the lounge not being premium, I hadn't realised how bad things had got:
- Chauffeur pick-up worked fine. Car was waiting for us when we got to hotel lobby at 6:25 (6:30) pick-up and Audi whilst not exciting was clean and driver friendly (although talked about how IS is an American conspiracy...)
- Check-in was fine - no wait.
- Immigration had one queue open for all business and first class passengers who are not GCC citizens. Not a short queue and not very first class.
- Only one security lane was open for all business and first class passengers plus some other people coming through (though not sure from where). Very long queue sneaking back - maybe 3 times the longest I have seen at BA Premium Security T5. Security check seemed very lax and more like what you get on entry to some airports before going through further security, rather than the full check to get airside.
- Premium Lounge was full with all seating bays occupied. No showers available and only time for an immediate 10 minute spa treatment as next full appointment available was 5 minutes before flight departed. Staff very flustered and area outside treatment room noisy. Food on offer not great and only just acceptable for home business class lounge. No separate area is set aside for first passengers, nor is table service offered or any menu available.
- Boarding was from a nearby bus-gate with a pre-check of boarding passes for multiple flights taking place at entry to an area for maybe 5 gates. No fast-track line. On getting the the 'fast-track' boarding area, was told the premium bus had already departed (we got to the gate at the time on our boarding pass) so boarded with Y passengers. Then told to get off as premium bus had returned and were bussed later. On arrival at the plane, only one set of steps was in use and the previous Y bus only opened doors a few minutes after arrived. Hence a wait for all other passengers to board. Whilst bus-gates may be unavoidable, why not escort F passengers from the lounge to meet a bus either before or after other passengers have boarded?
- On board, staff tried hard but there were so many complaints about the boarding from many passengers. Welcome drinks were served, pyjamas offered and coffee and dates served. Take off was delayed by almost an hour - as seems usual according to Flight Aware.
- Food was not great. Breakfast smoked salmon, scrambled eggs and fruit was done nicely but the chef's chicken from the grill with rice and vegetables ended up being tough chicken with a few soggy french fries. We left needing more food a few hours later despite normally only eating 2 meals per day. Not very impressed with the Gosset 2004, although everyone's taste is different - doesn't seem that premium though.
- Disembarking, business passengers were not held back.
First class should be an exclusive experience. The start of the trip puts such a dampener on the in-flight experience (on only a 6 hour flight) that this was a real disappointment.
Maybe this all seems too picky, but it was really what I expect from BA not EY. I would not recommend flying EY F until the new lounge is open in a few months if using a revenue ticket. Naturally, the numbers change if using miles.
Lounge/15: 9
Transfer/5: -1
Service/20: 16
Seat/20: 17
Food/15: 6
Drink/10: 8
IFE/5: 4
Amenities/10: 9
Total/100: 68
(comparison scores here)
- Chauffeur pick-up worked fine. Car was waiting for us when we got to hotel lobby at 6:25 (6:30) pick-up and Audi whilst not exciting was clean and driver friendly (although talked about how IS is an American conspiracy...)
- Check-in was fine - no wait.
- Immigration had one queue open for all business and first class passengers who are not GCC citizens. Not a short queue and not very first class.
- Only one security lane was open for all business and first class passengers plus some other people coming through (though not sure from where). Very long queue sneaking back - maybe 3 times the longest I have seen at BA Premium Security T5. Security check seemed very lax and more like what you get on entry to some airports before going through further security, rather than the full check to get airside.
- Premium Lounge was full with all seating bays occupied. No showers available and only time for an immediate 10 minute spa treatment as next full appointment available was 5 minutes before flight departed. Staff very flustered and area outside treatment room noisy. Food on offer not great and only just acceptable for home business class lounge. No separate area is set aside for first passengers, nor is table service offered or any menu available.
- Boarding was from a nearby bus-gate with a pre-check of boarding passes for multiple flights taking place at entry to an area for maybe 5 gates. No fast-track line. On getting the the 'fast-track' boarding area, was told the premium bus had already departed (we got to the gate at the time on our boarding pass) so boarded with Y passengers. Then told to get off as premium bus had returned and were bussed later. On arrival at the plane, only one set of steps was in use and the previous Y bus only opened doors a few minutes after arrived. Hence a wait for all other passengers to board. Whilst bus-gates may be unavoidable, why not escort F passengers from the lounge to meet a bus either before or after other passengers have boarded?
- On board, staff tried hard but there were so many complaints about the boarding from many passengers. Welcome drinks were served, pyjamas offered and coffee and dates served. Take off was delayed by almost an hour - as seems usual according to Flight Aware.
- Food was not great. Breakfast smoked salmon, scrambled eggs and fruit was done nicely but the chef's chicken from the grill with rice and vegetables ended up being tough chicken with a few soggy french fries. We left needing more food a few hours later despite normally only eating 2 meals per day. Not very impressed with the Gosset 2004, although everyone's taste is different - doesn't seem that premium though.
- Disembarking, business passengers were not held back.
First class should be an exclusive experience. The start of the trip puts such a dampener on the in-flight experience (on only a 6 hour flight) that this was a real disappointment.
Maybe this all seems too picky, but it was really what I expect from BA not EY. I would not recommend flying EY F until the new lounge is open in a few months if using a revenue ticket. Naturally, the numbers change if using miles.
Lounge/15: 9
Transfer/5: -1
Service/20: 16
Seat/20: 17
Food/15: 6
Drink/10: 8
IFE/5: 4
Amenities/10: 9
Total/100: 68
(comparison scores here)
Sep 28, 2014, 5:21 pm
#2
Join Date: Nov 2007
Location: KYE
Posts: 4,156
Immigration, yes one desk serves but is quick enough.
Security land for F/J departing passengers is the same for those transiting. Usually it shouldn't take more than 2-3 minutes.
You didn't go to the first class lounge?! It sounds that you went to the J lounge in the old terminal instead which is odd. The F lounge which is in front of security has ample seating, spa treatments available on the spot even during peak times.
The F experience with EY is top notch on the ground. Sure it might miss a thing or two if taking a bus. But it beats EK, QF, and BA every day. Not sure why someone requires an escort.
Security land for F/J departing passengers is the same for those transiting. Usually it shouldn't take more than 2-3 minutes.
You didn't go to the first class lounge?! It sounds that you went to the J lounge in the old terminal instead which is odd. The F lounge which is in front of security has ample seating, spa treatments available on the spot even during peak times.
The F experience with EY is top notch on the ground. Sure it might miss a thing or two if taking a bus. But it beats EK, QF, and BA every day. Not sure why someone requires an escort.
Sep 28, 2014, 9:37 pm
#3
Original Poster
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
Immigration, yes one desk serves but is quick enough.
Security land for F/J departing passengers is the same for those transiting. Usually it shouldn't take more than 2-3 minutes.
You didn't go to the first class lounge?! It sounds that you went to the J lounge in the old terminal instead which is odd. The F lounge which is in front of security has ample seating, spa treatments available on the spot even during peak times.
The F experience with EY is top notch on the ground. Sure it might miss a thing or two if taking a bus. But it beats EK, QF, and BA every day. Not sure why someone requires an escort.
Security land for F/J departing passengers is the same for those transiting. Usually it shouldn't take more than 2-3 minutes.
You didn't go to the first class lounge?! It sounds that you went to the J lounge in the old terminal instead which is odd. The F lounge which is in front of security has ample seating, spa treatments available on the spot even during peak times.
The F experience with EY is top notch on the ground. Sure it might miss a thing or two if taking a bus. But it beats EK, QF, and BA every day. Not sure why someone requires an escort.
Security took around 10-15 minutes.
The point of an escort is that you are not standing in an huge queue with all other passengers, then put on a cramped bus etc. It's a courtesy to make the experience more exclusive for those paying a high price. No, it's not needed - we can all follow signs, but TG and LX offer this (perhaps other airlines too).
Having flown EY F previously, we were big fans. However, there has been a massive change in a year.
Sep 29, 2014, 12:17 am
#4
Join Date: Aug 2009
Location: SYD
Programs: QF WP (OWE), VA PLAT, EY GLD, SPG PLAT, Hyatt DIA, Hilton DIA, Hertz PC
Posts: 8,527
A few points:
I don't know any airline or station that has separate security for first class unless you are VVIP, or being escorted by a QF F host. QF, BA and EK all have premium security lines.
You do realise that EY closed one F Lounge so now there is only one in T3?
Even in stations where it is a single lounge concept, like EY there is differentiation or special treatment for F pax.
Buses are crap, regardless of airline or station. BA buses at CAI and I hate to tell you there is no premium bus for F pax.
I've had your dishes and they were fantastic. Arabs generally cook meat well.
On disembarking, unlike QF EY, EK and others do not block pax with FAs. I'm sure on BA I've had the J cabin disembark before us.
I don't know any airline or station that has separate security for first class unless you are VVIP, or being escorted by a QF F host. QF, BA and EK all have premium security lines.
You do realise that EY closed one F Lounge so now there is only one in T3?
Even in stations where it is a single lounge concept, like EY there is differentiation or special treatment for F pax.
Buses are crap, regardless of airline or station. BA buses at CAI and I hate to tell you there is no premium bus for F pax.
I've had your dishes and they were fantastic. Arabs generally cook meat well.
On disembarking, unlike QF EY, EK and others do not block pax with FAs. I'm sure on BA I've had the J cabin disembark before us.
Sep 29, 2014, 3:26 am
#5
Join Date: Jul 2013
Location: BE
Programs: EY Gold - CX Silver
Posts: 56
Sounds like a normal day at AUH these days. Did CDG - MNL in F/J last month and had similar experience, only difference was the F lounge was still open.
The remote boarding is very annoying and messy. Unfortunately it seems you have to be really lucky nowadays to pass through AUH via jet bridges. On my last 10 movements only 2 were not remote but those were through T1 and thus equally annoying, because by the time you leave the lounge, there is an entire 777 waiting ahead of you and no priority lanes anywhere.
I have to say I still like the on board experience a lot, in J and F they have an excellent product but the airport experience at AUH is bad and getting even worse. I figured the new lounge would make up for a lot but the comments I have seen so far indicate something else. With the new terminal scheduled to open in 2017, it seems EY still has a few tricky home hub years to go.
The remote boarding is very annoying and messy. Unfortunately it seems you have to be really lucky nowadays to pass through AUH via jet bridges. On my last 10 movements only 2 were not remote but those were through T1 and thus equally annoying, because by the time you leave the lounge, there is an entire 777 waiting ahead of you and no priority lanes anywhere.
I have to say I still like the on board experience a lot, in J and F they have an excellent product but the airport experience at AUH is bad and getting even worse. I figured the new lounge would make up for a lot but the comments I have seen so far indicate something else. With the new terminal scheduled to open in 2017, it seems EY still has a few tricky home hub years to go.
Sep 29, 2014, 4:33 am
#6
Original Poster
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
A few points:
I don't know any airline or station that has separate security for first class unless you are VVIP, or being escorted by a QF F host. QF, BA and EK all have premium security lines.
You do realise that EY closed one F Lounge so now there is only one in T3?
Even in stations where it is a single lounge concept, like EY there is differentiation or special treatment for F pax.
Buses are crap, regardless of airline or station. BA buses at CAI and I hate to tell you there is no premium bus for F pax.
I've had your dishes and they were fantastic. Arabs generally cook meat well.
On disembarking, unlike QF EY, EK and others do not block pax with FAs. I'm sure on BA I've had the J cabin disembark before us.
I don't know any airline or station that has separate security for first class unless you are VVIP, or being escorted by a QF F host. QF, BA and EK all have premium security lines.
You do realise that EY closed one F Lounge so now there is only one in T3?
Even in stations where it is a single lounge concept, like EY there is differentiation or special treatment for F pax.
Buses are crap, regardless of airline or station. BA buses at CAI and I hate to tell you there is no premium bus for F pax.
I've had your dishes and they were fantastic. Arabs generally cook meat well.
On disembarking, unlike QF EY, EK and others do not block pax with FAs. I'm sure on BA I've had the J cabin disembark before us.
We asked and were told that there was only the Premium lounge and Arrivals lounge open. No first class lounge. There is no special treatment in the lounge for F passengers - not even a small section roped off as they manage in MLE for EK F. The current Premium lounge is similar in quality to BA J lounge at T5.
My point was that I am used to feeling that BA F is crap and being ashamed of it as my 'home' airline. I am not used to feeling that EY is just as bad or even worse on the ground.
And the point re. the food was that we ordered something with rice, but semi-raw french fries were delivered. After explaining his allergies, my OH was not offered any choices - just that chicken was all he could have.
I expect more from EY F, but will probably not fly them until the new terminal is open.
Sep 29, 2014, 5:41 am
#7
Join Date: Aug 2009
Location: SYD
Programs: QF WP (OWE), VA PLAT, EY GLD, SPG PLAT, Hyatt DIA, Hilton DIA, Hertz PC
Posts: 8,527
I have never seen a premium security lane so long - flown BA, LX, LH, TG, OZ, EK, QR, EY F.
We asked and were told that there was only the Premium lounge and Arrivals lounge open. No first class lounge. There is no special treatment in the lounge for F passengers - not even a small section roped off as they manage in MLE for EK F. The current Premium lounge is similar in quality to BA J lounge at T5.
My point was that I am used to feeling that BA F is crap and being ashamed of it as my 'home' airline. I am not used to feeling that EY is just as bad or even worse on the ground.
And the point re. the food was that we ordered something with rice, but semi-raw french fries were delivered. After explaining his allergies, my OH was not offered any choices - just that chicken was all he could have.
I expect more from EY F, but will probably not fly them until the new terminal is open.
We asked and were told that there was only the Premium lounge and Arrivals lounge open. No first class lounge. There is no special treatment in the lounge for F passengers - not even a small section roped off as they manage in MLE for EK F. The current Premium lounge is similar in quality to BA J lounge at T5.
My point was that I am used to feeling that BA F is crap and being ashamed of it as my 'home' airline. I am not used to feeling that EY is just as bad or even worse on the ground.
And the point re. the food was that we ordered something with rice, but semi-raw french fries were delivered. After explaining his allergies, my OH was not offered any choices - just that chicken was all he could have.
I expect more from EY F, but will probably not fly them until the new terminal is open.
In your travels there will be good, standard and bad experiences.
Sep 29, 2014, 5:48 am
#8
Original Poster
Join Date: Jan 2010
Programs: Virtuoso, Marriott Stars/Luminous, Hilton Impresario, IHG Luxury & Lifestyle, Hyatt Prive etc
Posts: 2,004
Sep 29, 2014, 6:24 am
#9
Join Date: Aug 2009
Location: SYD
Programs: QF WP (OWE), VA PLAT, EY GLD, SPG PLAT, Hyatt DIA, Hilton DIA, Hertz PC
Posts: 8,527
Last time they made announcements via Facebook and on their website.
There are going to be some very angry F pax.
Sep 29, 2014, 2:23 pm
#10
Join Date: May 2006
Posts: 1,913
There is going to be a solid 2.5 months of no F lounge until it opens on 12/27. It will be interesting to see how EY handles things until then. However, my guess is when it opens in late December it will set a new standard in F lounges being in the same league as EK, TG, and LH.
Sep 29, 2014, 10:40 pm
#11
Join Date: Oct 2005
Location: England
Posts: 135
Travelling J and just in the lounge now, my first time in this new one.
Chauffeur arrived ahead of time, met outside deparures and bags collected and was escorted to check in. From there to the lounge must have taken about 7 minutes, so extremely satisfied.
Lounge seems to have plenty of room and a good choice of food and drink. As the lounge is right next to my departure gate it makes life very easy.
Not travelling F but my experience has been first class.
Chauffeur arrived ahead of time, met outside deparures and bags collected and was escorted to check in. From there to the lounge must have taken about 7 minutes, so extremely satisfied.
Lounge seems to have plenty of room and a good choice of food and drink. As the lounge is right next to my departure gate it makes life very easy.
Not travelling F but my experience has been first class.
Sep 30, 2014, 5:47 am
#12
Join Date: Sep 2014
Location: UK
Programs: Etihad Gold, Qatar Gold, flying Blue, Falcon, Lufthansa, Eva
Posts: 1,428
I had the same problem when transiting through Abu Dhabi with very long queues for screening and security for Business/First customers with only the one security lane and scanner . WORSE was the fact that it took longer to get through than for the economy customers.
This is not the fault of Etihad but the government HOWEVER Etihad really need to kick a**e with the government to solve this problem because they will lose custom for the lucrative hub traffic for the premium market to the likes of Dubai and Qatar if not
This is not the fault of Etihad but the government HOWEVER Etihad really need to kick a**e with the government to solve this problem because they will lose custom for the lucrative hub traffic for the premium market to the likes of Dubai and Qatar if not
Sep 30, 2014, 7:12 am
#13
Join Date: Jan 2011
Location: bangkok
Programs: ua, china gold, ethiad gold,emirates gold, omanair gold,
Posts: 52
in the moment there is no firstclass lounge, but new lounge is very roomy and lots off space. worse is there is no nice dinner while flying firstclass and the dinner on boeard was not good, breakfast was good as always. in coming month 4 more transfers . last time there was a little longer line at transfering, but there was also a premium lane, but could not access that that time.on arrival i got a bmw to bring me to the terminal.