Perfect Airline — 6. Inflight: Economy International
May 1, 2000, 12:16 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Sep 1999
Location: Toronto, Ontario, Canada
Programs: OWEmerald; STARGold; BonvoyPlat; IHGPlat/Amb; HiltonGold; A|ClubPat; AirMilesPlat
Posts: 38,186
Perfect Airline — 6. Inflight: Economy International
The time has come to put the challenge to Air Canada’s management team who have pledged that their merger with Canadian Airlines will result in the creation of the world’s best airline. We’re the ones they have to satisfy, so we should also be the ones to help define what our expectations are for the “ideal” service an airline should provide in the many facets of its operations. It goes without saying that we want schedules with frequent departures and easy connections (when non-stops or direct flights are not possible). We want safety to be a paramount concern. But it is with those myriad of other details we can give advice. Notes are provided under each of the seven headings as guidelines, but don’t be limited by them as long as your comments fit the theme of the forum. Things like perks and benefits for elites will often find their way into all the forums, but most Aeroplan/CanadianPlus program issues are dealt with in the Awards Redemption forum.
Feel free to contribute your thoughts throughout the month of May. I will then tabulate each of the forums and prepare a consolidated report that can be posted or downloaded in mid-June for review by FlyerTalkers. Those who agree with the final version of this report -- revisions will undoubtedly occur throughout June -- will be invited to “sign” it, and during the FlyerTalk gathering in Montreal (July 21st to 23rd), those of us attending will arrange to deliver it to a member of Air Canada’s senior management team.
For ease of participation, all forums will appear in the Air Canada strand. A single forum will be posted in the Canadian strand to refer people to this AC strand to ensure as full participation as possible by those FlyerTalkers (from around the world) who fly either of our fine carriers.
6. Inflight: Economy International
Basic expected service standards and amenities (i.e. newspapers and magazines, in flight entertainment, meal/snack service, bar/drink service...)
Feel free to contribute your thoughts throughout the month of May. I will then tabulate each of the forums and prepare a consolidated report that can be posted or downloaded in mid-June for review by FlyerTalkers. Those who agree with the final version of this report -- revisions will undoubtedly occur throughout June -- will be invited to “sign” it, and during the FlyerTalk gathering in Montreal (July 21st to 23rd), those of us attending will arrange to deliver it to a member of Air Canada’s senior management team.
For ease of participation, all forums will appear in the Air Canada strand. A single forum will be posted in the Canadian strand to refer people to this AC strand to ensure as full participation as possible by those FlyerTalkers (from around the world) who fly either of our fine carriers.
6. Inflight: Economy International
Basic expected service standards and amenities (i.e. newspapers and magazines, in flight entertainment, meal/snack service, bar/drink service...)
May 1, 2000, 9:34 am
#3
Join Date: Oct 1999
Location: New York
Posts: 7,352
AC's Y class international needs some major works.
Check-in: Have people who speak multi-languages around to help those passengers who do not speak fluent English. Chinese concierge will be great, especially AC will handle many HK and Taiwan passengers in the future.
Inflight entertainments -- Individual TV system is a basic addition these days. You need to install personal TV, especially on those dreadful transpacific flights.
Seat pitches -- 33-34 inches are standard (35-36 are even better). If AC plans to fly HKG-YYZ nonstop, please add more legrooms (36 inches on those new A340-500s).
Newspapers and magazines -- have good amount of newspapers stocked -- Asian passengers love newspapers and magazines.
Food/ Snack -- printed menus will be nice. Have an additional appetizer or local specialities course added. Warmed fresh rolls will also be nice. Ice-cream bars for midflight is nice. Two hot meals on flights over ten hours. A snack cart should be installed in the galley area for those passengers who cannot sleep. Have basic munchies like chips, candy bars, sandwiches, fruit juice, and water readily available for passengers to help themselves. AF and BA have been doing it for a while. CX is doing this Y class snack cart these days.
Free bar/ drink service -- have more variety of non-alcoholic soft drinks. Have free wines during meal services.
Creating a new Y plus section, like VS's Mid-class or EVA Air's Evergreen Deluxe class. Basically, give the passengers a more comfortable seat (40 inches legroom and a 2-3-2 seating), and a better meal (use real china instead of plastic -- add a separate dessert course or guaranteed meal choices).
[This message has been edited by Carfield (edited 05-01-2000).]
Check-in: Have people who speak multi-languages around to help those passengers who do not speak fluent English. Chinese concierge will be great, especially AC will handle many HK and Taiwan passengers in the future.
Inflight entertainments -- Individual TV system is a basic addition these days. You need to install personal TV, especially on those dreadful transpacific flights.
Seat pitches -- 33-34 inches are standard (35-36 are even better). If AC plans to fly HKG-YYZ nonstop, please add more legrooms (36 inches on those new A340-500s).
Newspapers and magazines -- have good amount of newspapers stocked -- Asian passengers love newspapers and magazines.
Food/ Snack -- printed menus will be nice. Have an additional appetizer or local specialities course added. Warmed fresh rolls will also be nice. Ice-cream bars for midflight is nice. Two hot meals on flights over ten hours. A snack cart should be installed in the galley area for those passengers who cannot sleep. Have basic munchies like chips, candy bars, sandwiches, fruit juice, and water readily available for passengers to help themselves. AF and BA have been doing it for a while. CX is doing this Y class snack cart these days.
Free bar/ drink service -- have more variety of non-alcoholic soft drinks. Have free wines during meal services.
Creating a new Y plus section, like VS's Mid-class or EVA Air's Evergreen Deluxe class. Basically, give the passengers a more comfortable seat (40 inches legroom and a 2-3-2 seating), and a better meal (use real china instead of plastic -- add a separate dessert course or guaranteed meal choices).
[This message has been edited by Carfield (edited 05-01-2000).]
May 2, 2000, 6:56 pm
#4
FlyerTalk Evangelist
Join Date: Nov 1999
Location: FTFOE
Programs: TalkBoard: We discuss / ad nauseum things that mean / so very little
Posts: 10,225
Seats: definitely increased pitch (34" at the very least); wider seats would be nice too so that one's neighbours won't encroach.
Entertainment: personal TV's are the standard--gotta have them
Magazines/newspapers: more available; good in-flight magazine
Food: free snack munchies and drinks available anytime, e.g. a self-serve snack bar; more choices of meals
Having concierges/friendly agents available at gate before departure and after deplaning would help a great deal for bewildered travellers (there's a lot of them); agents who speak multiple languages
The longer the flight, the better service and comfort should be. (esp. long transpacific flights!!)
FewMiles..
Entertainment: personal TV's are the standard--gotta have them
Magazines/newspapers: more available; good in-flight magazine
Food: free snack munchies and drinks available anytime, e.g. a self-serve snack bar; more choices of meals
Having concierges/friendly agents available at gate before departure and after deplaning would help a great deal for bewildered travellers (there's a lot of them); agents who speak multiple languages
The longer the flight, the better service and comfort should be. (esp. long transpacific flights!!)
FewMiles..
May 3, 2000, 6:15 am
#5
Join Date: Feb 2000
Location: YYZ, YYJ, ZRH
Programs: AC MM
Posts: 430
The Y class seats in the A340's are fully satisfactory and very comfortable. The Y class seats in the 767's are less impressive.
It would be nice if the A340 seats could be retrofitted to the 767's.
It would also be a very nice touch if AC gave out eyeshades and/or earplugs to Y class passengers on long (8 hour) overnight flights.
The food and beverage service is quite good.
It would be nice if the A340 seats could be retrofitted to the 767's.
It would also be a very nice touch if AC gave out eyeshades and/or earplugs to Y class passengers on long (8 hour) overnight flights.
The food and beverage service is quite good.
May 3, 2000, 10:01 am
#6
Join Date: Feb 2000
Location: Vancouver, British Columbia
Programs: BA GGL, FPC Plat, HH Diamond, IHG Amb
Posts: 3,372
Seat pitch: no less than 34", better yet 36"
Entertainment: Seatback video, and improve the headsets. Go back to two programs on each of the video channels for improved variety.
Amenities: Socks, disposable toothbrush. Eyeshades are nice, but probably don't have the same demand. Perhaps make them available on request.
F&B: Free bar/drink is already there. Unlikely to change. Ensure 3 menu options, and introduce the "vegetarian principles" selection from ExecutiveFirst.
Set up a snack bar with water, soft drinks, sandwiches, etc. so that pax can graze on long flights, instead of doing a snack service. (It's easier for FA's to keep a snack cart stocked, and people can munch at leisure).
Full fare: Introduce a premium Y cabin, say 8 abreast on a 747, 7 on a 340, 6 on a 767. Could use the old J-class style seats, with 38"-40" pitch, and service similar to domestic J.
Entertainment: Seatback video, and improve the headsets. Go back to two programs on each of the video channels for improved variety.
Amenities: Socks, disposable toothbrush. Eyeshades are nice, but probably don't have the same demand. Perhaps make them available on request.
F&B: Free bar/drink is already there. Unlikely to change. Ensure 3 menu options, and introduce the "vegetarian principles" selection from ExecutiveFirst.
Set up a snack bar with water, soft drinks, sandwiches, etc. so that pax can graze on long flights, instead of doing a snack service. (It's easier for FA's to keep a snack cart stocked, and people can munch at leisure).
Full fare: Introduce a premium Y cabin, say 8 abreast on a 747, 7 on a 340, 6 on a 767. Could use the old J-class style seats, with 38"-40" pitch, and service similar to domestic J.
May 3, 2000, 11:56 am
#7
Join Date: Feb 2000
Location: YYZ, YYJ, ZRH
Programs: AC MM
Posts: 430
As anyone who has spent a lot of time in the cabin of a 767 knows, the official motto of Air Canada is "Please select another channel". This motto is displayed on all the video screens in the aircraft cabin on every flight, prior to boarding, after the cabin safety video has been presented, and after each entertainment video has been presented.
Employees may change, prices may change, and the menu may change, but "Please select another channel" remains the constant slogan in passenger lives.
Often, passengers are left to contemplate this simple but deep message (somewhat like Haiku poetry) for as long as an hour following the end of a video presentation.
"Please select another channel" is a measurment of cabin staff attention to detail. It's not sufficient to just stuff the videotape into the player and turn it on, then forget about it - some attention needs to be paid to what the passengers in the cabin are actually experiencing. If they are sitting there, looking at this message non-stop after the presentation ends, it suggests to me that the cabin crew's attention (and bodies) must be elsewhere.
Air Canada could greatly improve the passenger experience by just doing something that would increase the attention paid to the details by the cabin service staff. Whether this is improved training, different training curriculums, or increased monitoring of the in-flight experience, I don't know.
Employees may change, prices may change, and the menu may change, but "Please select another channel" remains the constant slogan in passenger lives.
Often, passengers are left to contemplate this simple but deep message (somewhat like Haiku poetry) for as long as an hour following the end of a video presentation.
"Please select another channel" is a measurment of cabin staff attention to detail. It's not sufficient to just stuff the videotape into the player and turn it on, then forget about it - some attention needs to be paid to what the passengers in the cabin are actually experiencing. If they are sitting there, looking at this message non-stop after the presentation ends, it suggests to me that the cabin crew's attention (and bodies) must be elsewhere.
Air Canada could greatly improve the passenger experience by just doing something that would increase the attention paid to the details by the cabin service staff. Whether this is improved training, different training curriculums, or increased monitoring of the in-flight experience, I don't know.