The seat vs the rest of the service.
May 1, 2019, 7:53 pm
#31
Join Date: Feb 2005
Location: ROA / CLT
Programs: AA Plat, Marriott Life Plat
Posts: 801
For me it's a blend --- the seat up to a point, but then service becomes more relevant.
In my case, with connections I often get to choose between an AA 767, an AA A330, a BA 747, and a BA 787. The AA 767 seat is terrible, and I'd choose any of the others over it -- even if that meant a seat with essentially no service at all.
OTOH, while I prefer the seats on the AA A330 over BA's CW, the service I've had on AA has been decided underwhelming on recent trips, while I've had great service on most of my BA trips (particularly upper deck on the 747) -- better food, friendlier flight attendants, nicer club lounges, etc. The difference in service has been enough that I'm back with BA this summer, even though that means just a good-enough CW seat.
In my case, with connections I often get to choose between an AA 767, an AA A330, a BA 747, and a BA 787. The AA 767 seat is terrible, and I'd choose any of the others over it -- even if that meant a seat with essentially no service at all.
OTOH, while I prefer the seats on the AA A330 over BA's CW, the service I've had on AA has been decided underwhelming on recent trips, while I've had great service on most of my BA trips (particularly upper deck on the 747) -- better food, friendlier flight attendants, nicer club lounges, etc. The difference in service has been enough that I'm back with BA this summer, even though that means just a good-enough CW seat.
May 1, 2019, 8:59 pm
#32
Join Date: Oct 2015
Location: London, UK
Programs: BAEC GGL/GFl, HH Diamond, BW Diamond, Virgin Voyages Deep Blue Extra, Blue Peter Badge Holder
Posts: 3,937
2 points from me.
Firstly there is always a minimum standard of Service that is required, thankfully this is often exceeded by most airlines (and usually even by Crab Air).
Thats when it then becomes a bit more of a play off, depending on where you are going, what you would like to during the flight, the duration and one’s mood.
Night fljght, not only is the seat more important, but is specifically how comfortable it is to sleep and perhaps how private your seat is. Day flight and you may wish to work or watch the entertainment, in which case the ergonomics become more important. If you’ve had a bad week, looking forward to getting home, it may be just the CC that shows some empathy that is important.
Whilst I fear people’s jumling to referendum, these things can rarely be simplified to binary questions.
Firstly there is always a minimum standard of Service that is required, thankfully this is often exceeded by most airlines (and usually even by Crab Air).
Thats when it then becomes a bit more of a play off, depending on where you are going, what you would like to during the flight, the duration and one’s mood.
Night fljght, not only is the seat more important, but is specifically how comfortable it is to sleep and perhaps how private your seat is. Day flight and you may wish to work or watch the entertainment, in which case the ergonomics become more important. If you’ve had a bad week, looking forward to getting home, it may be just the CC that shows some empathy that is important.
Whilst I fear people’s jumling to referendum, these things can rarely be simplified to binary questions.
May 1, 2019, 9:37 pm
#33
Join Date: Jan 2005
Location: Singapore - the hot, little red dot
Programs: BA, SQ
Posts: 861
When flying business class (long-haul) it's all about the seat comfort and ability to get some decent sleep.
For economy (short-haul) it's all about the service as the seats are much of a muchness. This is where SQ have it down to a T. However I don't fly SQ long-haul as I can't stand their seats...
For economy (short-haul) it's all about the service as the seats are much of a muchness. This is where SQ have it down to a T. However I don't fly SQ long-haul as I can't stand their seats...
May 1, 2019, 9:58 pm
#34
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
Bad service can ruin a flight just as much as a bad seat can. Especially when I'm paying for F, I hate feeling unappreciated or that I'm a bother.
Mint soft product is outstanding, including great crews. That's why I'm happy paying a premium for Mint even over the legacy carriers' transcon premium products.
Mint soft product is outstanding, including great crews. That's why I'm happy paying a premium for Mint even over the legacy carriers' transcon premium products.
May 2, 2019, 4:47 am
#36
Join Date: Jan 2017
Programs: BA Gold
Posts: 460
May 2, 2019, 6:16 am
#38
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,588
It is the seat of course (aka how much space it occupies on an airplane). There will always be people who’ll think that just because they paid this or that much for a ticket they should get the best food and wines, and it always surprises me as to why people expect culinary delights from an airline rather than a restaurant. While I think it is nice that we get food and drinks in premium cabins, I also think that criticizing airlines for not knowing how to do a steak right (really? steaks? rather than efficiently moving millions of people between places?) or not being imaginative with their menus is completely misplaced.
Choose from the indulgent and delicious ŕ la carte menu designed by leading chefs from around the world.
Begin your meal with a delicious starter, while we prepare your preferred main course. Indulge further with our tempting desserts and carefully chosen cheese platter, accompanied by seasonal fresh fruit and the finest chocolate.
Begin your meal with a delicious starter, while we prepare your preferred main course. Indulge further with our tempting desserts and carefully chosen cheese platter, accompanied by seasonal fresh fruit and the finest chocolate.
May 2, 2019, 6:37 am
#39
Fontaine d'honneur du Flyertalk
Join Date: Jul 2001
Location: Morbihan, France
Programs: Reine des Muccis de Pucci; Foreign Elitist (according to others)
Posts: 19,157
It's the sum of it all in my view. Ultimately, I am a service person, but I like the space that Business Class offers. Unlike many I am actively avoiding using AA Transatlantic as the crews that I have had at AA have been dire. I really don't care how old they are, they just have become so remote and disinterested in what they are doing. As long as I have sufficient space, I am perfectly happy.
May 2, 2019, 10:29 am
#40
Join Date: May 2005
Location: Kyiv, Ukraine
Programs: Mucci, BA Gold, TK Elite, HHonors Lifetime Diamond
Posts: 7,683
Or maybe people, at least reasonable adults among us (thankfully, the majority - otherwise airlines would be going out of business every time a steak was not perfectly cooked) should remember that they’re buying transportation, and accept that despite the marketing drill airlines want us to believe there are limitations as to what can actually be delivered. Expectations should be placed appropriately. ‘Top notch’ on an airplane and ‘top notch’ in a restaurant are two very different things. It takes a little bit of a reality check to realize that.
May 2, 2019, 10:51 am
#41
Join Date: Apr 2006
Location: Dublin, Ireland
Programs: BA Gold, Mucci
Posts: 2,065
I think it all depends on your expectations. I expect the seat I booked to be what I paid for, in working condition and clean. That should not be a variable, it is the hard product and it is what it is.
For me it comes down to all the other elements. The main reason Ryanair generally piss me off is because you might get one crew member in four who is smiling and friendly. When I return a smile and a thank you and I get a blank look, a bare response and not even the hint of a smile in response, it makes me feel like a chump for being nice. Don't work in a service role if you are not of a personality type to respond to people in a human fashion.
Therefore, the service is a big deal to me. My best remembered flights are solely due to the service. The Cathay Pacific lead who once commented on a SIN-BKK that they knew I was going to HKT (Phuket) and had I been there before and asked about my trip. The British Airways crew who sent me on my merry way in Moscow with a bag of "Duty Free" to enjoy in the hotel, many years ago. The Qantas crew member who saw me taking a picture of my Dad in domestic business class, offered to take a photo of us both, asked about our trip, then gave us a bottle of wine to take with us at the end of the flight. The BA crew member who slipped me an extra drink when she saw that her colleague didn't do that for me when I had asked. The Malev Purser who, on an early morning flight where I fell asleep in my seat, put a pillow and blanket on my lap which I found when I woke up. The Qatar Airways crews who, without fail, will come by and ask you if you want anything when they notice you've woken up from a sleep. I mean, these are just some examples.
Conversely, one of my memories of a bad crew was my first time in BA First Class in about 2009, which I did using Qantas points. My very first international first class flight, where I was addressed as Mr 2A, and "Oh, Mr. 2A is here!" and was promptly ignored most of the flight. All because, in the lounge pre-flight, they asked me to move seats and I politely refused to do so.
Otherwise, the food and drinks are really important to me. I like to try new things, I like a meal that comes out looking great and not stingy portion wise, plus I like to eat at other times or have snacks. An interesting menu is important when travelling up front.
So while the seat is what it is, service is key for me. It's very easy to please me and make it into a great flight by engaging with me, even if it is acknowledging my please and thank you, while it's also easy enough to make me feel unwanted. I'm not hard to please, and I give crew the benefit of the doubt as I know how hard the role is, especially with fatigue and so on in the mix, so for me to actually not enjoy the service I am getting means it's pretty dire.
For me it comes down to all the other elements. The main reason Ryanair generally piss me off is because you might get one crew member in four who is smiling and friendly. When I return a smile and a thank you and I get a blank look, a bare response and not even the hint of a smile in response, it makes me feel like a chump for being nice. Don't work in a service role if you are not of a personality type to respond to people in a human fashion.
Therefore, the service is a big deal to me. My best remembered flights are solely due to the service. The Cathay Pacific lead who once commented on a SIN-BKK that they knew I was going to HKT (Phuket) and had I been there before and asked about my trip. The British Airways crew who sent me on my merry way in Moscow with a bag of "Duty Free" to enjoy in the hotel, many years ago. The Qantas crew member who saw me taking a picture of my Dad in domestic business class, offered to take a photo of us both, asked about our trip, then gave us a bottle of wine to take with us at the end of the flight. The BA crew member who slipped me an extra drink when she saw that her colleague didn't do that for me when I had asked. The Malev Purser who, on an early morning flight where I fell asleep in my seat, put a pillow and blanket on my lap which I found when I woke up. The Qatar Airways crews who, without fail, will come by and ask you if you want anything when they notice you've woken up from a sleep. I mean, these are just some examples.
Conversely, one of my memories of a bad crew was my first time in BA First Class in about 2009, which I did using Qantas points. My very first international first class flight, where I was addressed as Mr 2A, and "Oh, Mr. 2A is here!" and was promptly ignored most of the flight. All because, in the lounge pre-flight, they asked me to move seats and I politely refused to do so.
Otherwise, the food and drinks are really important to me. I like to try new things, I like a meal that comes out looking great and not stingy portion wise, plus I like to eat at other times or have snacks. An interesting menu is important when travelling up front.
So while the seat is what it is, service is key for me. It's very easy to please me and make it into a great flight by engaging with me, even if it is acknowledging my please and thank you, while it's also easy enough to make me feel unwanted. I'm not hard to please, and I give crew the benefit of the doubt as I know how hard the role is, especially with fatigue and so on in the mix, so for me to actually not enjoy the service I am getting means it's pretty dire.
May 2, 2019, 11:01 am
#42
Join Date: Feb 2018
Location: BOS
Programs: JMB, AMC
Posts: 170
I'm not saying the product is bad in any way, but the prices I see are a little expensive for my liking unless I find a sale fare.
May 2, 2019, 11:17 am
#44
Join Date: Sep 2001
Location: UK. BAEC AAdvantage
Programs: Mucci Des Oeufs Brouilles et des Canards
Posts: 3,671
The seat is the thing you're in contact with the entire flight so ultimately very important.
But a bad meal can be the thing that you ultimately remember - like the most gawd dam awful bacon and egg breakfast muffin served to me in CW out of Vancouver a few years ago. Two bites and I stopped eating. I think the main meal may have been good, I can't remember as the disgusting muffin is all that I remember from that flight.
But a bad meal can be the thing that you ultimately remember - like the most gawd dam awful bacon and egg breakfast muffin served to me in CW out of Vancouver a few years ago. Two bites and I stopped eating. I think the main meal may have been good, I can't remember as the disgusting muffin is all that I remember from that flight.
May 2, 2019, 11:29 am
#45
Join Date: Oct 2014
Location: UK
Programs: BAEC
Posts: 1,779
On the main thread topic I probably veer more to service than most as I don't fly that often. For me flying is a treat and I want it to feel special. I have had good and bad service in all cabins and it makes or breaks the experience. The journey is part of the holiday.
