CX Premium Economy Experiences and Thoughts [consolidated]
#16
Join Date: Nov 2007
Location: Hong Kong
Programs: CX, UA, Shangri-La, Hyatt, Starwood
Posts: 7,708
CanucksHKG: No, unfortunately there isn't a separate, dedicated crew. Crew are rostered into positions in EY, J and F on all flights (short haul and long-haul). The crew serving PEY is just one of the assigned EY positions. There is no specialty PEY-only position. It's just an additional responsible for the crew in addition to responsibilities in the back. They all have their duties about where they stand when you board the plane, but their assignments are known internally as Y, J and F based on which galley they're assigned to. There is no PEY position.
Alas, serving two classes of service from the same galley requires more work, despite the claims on here that fewer pax in PEY means less workload. I feel quite comfortable saying there's more work required of those EY FAs, not less, with the introduction of PEY. It's the pax who pay for it. And unfortunately to Carfield's suggestion, it's simply not permitted to offer more $$ to the EY-class crew who staffs the PEY section. Crew are paid on seniority, not assignments (aka, a crew stationed in J on a flight would earn the same as if she was stationed in EY class at his/her rate. Although J is generally perceived as easier given the single-class service and significantly fewer pax).
I think CX modified the service standards a little from the beginning in acknowledgement that the FAs stuck serving PEY are overloaded (hot towels and pre-flight drinks in PEY are now to be served by the J staff, I can't remember if one or both of those were originally served by EY staff a year ago), but there is still an obvious problem here and I don't see it getting rectified any time soon.
To me, I agree with most of the thoughts above spot on. I don't know how the crew issue is resolved, I think CX could stop slightly misleading advertising pretending PEY is a totally separate class of service when it really isn't. It's a superior seat not a class. And CX could cut some easy low-hanging fruit by giving PEY J class food...even on regional flights...and making sure to draw the curtains, and then basically marketing PEY as a place to get a superior hard product versus Y. Which it very clearly is, and I think those merits will stand on their own! It really is a fine product if that's the expectation IMO. Versus telling everyone via the adverts it's a separate class and whatever those expectations entail, when CX internally doesn't even treat PEY as a separate class! (see next paragraph). From experience, it can be harder to flag down a FA when seated in PEY than when seated in regular Y.
For those who lurk on this forum, we know what we're paying for. But I have a client from the US who certainly has no clue what FT is, and recently paid for PEY expecting 3rd class out of a 4 class experience....didn't just think he was getting the seat, but really an upgraded "experience" and better service than Y....and he was disappointed. I told him he should've just thought of it as an expanded seat, nothing else and ignored all the rest of the marketing BS. He probably would've been happy. But he bought all the nonsense about it was a separated cabin (on his flight, curtains weren't drawn), yadda yadda. Oops. I still think the expanded seat is 90% of the battle anyway, but having customer expectations right is a big part of customer happiness.
CX probably doesn't help the situation by not truly treating PEY as a separate class internally. If you ask why staff don't go above and beyond, one reason is CX doesn't offer the impression to crew that PEY is a truly differentiated experience. Not only are the crews from regular EY staffed into PEY (which they hate, because it basically just means more work for the same $), but staff ID tix can't even be purchased for PEY. EY, J or F only. I find it amusing that CX is making such a big deal to pax about PEY being a separate class but internally it's not as clear cut. And by not making it entirely clear-cut internally, you end up with staff on the planes who don't really see it as being different either, hence the lackadaisical attitude about closing curtains and whatnot.
I see it as a fairly easy fix for CX....just reset customer expectations, draw the damn curtains, and serve J food. Done. The seat IMO is very comfortable already and is basically akin to civilized economy class.
#17
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,836
It does not need to be Haagen-Dazs but a small tub of Movenpick ice cream or even a Dairy Farm ice cream cone will be nice! You have to remind passengers that you are flying PE! I just feel that if I am paying $4000-5000HKD oneway PE from HKG to Tokyo, I don't think I am asking too much for a bottle of Watson distilled water or an ice cream bar!
More expensive fare bucket of Y is the exact mentality I'm going for when booking a SIN-HKG one way mid-next month...but I'm using every hold ticket trick to see if Y will open up instead.
#18
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,836
For those who lurk on this forum, we know what we're paying for. But I have a client from the US who certainly has no clue what FT is, and recently paid for PEY expecting 3rd class out of a 4 class experience....didn't just think he was getting the seat, but really an upgraded "experience" and better service than Y....and he was disappointed. I told him he should've just thought of it as an expanded seat, nothing else and ignored all the rest of the marketing BS. He probably would've been happy. But he bought all the nonsense about it was a separated cabin (on his flight, curtains weren't drawn), yadda yadda. Oops. I still think the expanded seat is 90% of the battle anyway, but having customer expectations right is a big part of customer happiness.
It doesn't help that CX has done a bait-and-switch on this route with PE - its competitors (QF and VS) do offer seperate cabin and do offer much better meals and amenities. For CX to call its product Premium Economy really fits the tort of passing off (yes I know that accusation has legal implications - and I think QF/VS have a good shot at getting CX for it).
Last edited by percysmith; Jan 26, 2014 at 9:26 pm
#19
Join Date: Apr 2003
Posts: 1,119
Wondering with the HKG-MNL flights where CX uses the long-haul aircraft, how many passengers (who are not connecting beyond HKG) actually pay for PE and J and how many people get upgraded, given the current service offering and the less-than-optimal value for money.
#20
Suspended
Join Date: Dec 2012
Posts: 2,377
Long long post.
CanucksHKG: No, unfortunately there isn't a separate, dedicated crew. Crew are rostered into positions in EY, J and F on all flights (short haul and long-haul). The crew serving PEY is just one of the assigned EY positions. There is no specialty PEY-only position. It's just an additional responsible for the crew in addition to responsibilities in the back. They all have their duties about where they stand when you board the plane, but their assignments are known internally as Y, J and F based on which galley they're assigned to. There is no PEY position.
CanucksHKG: No, unfortunately there isn't a separate, dedicated crew. Crew are rostered into positions in EY, J and F on all flights (short haul and long-haul). The crew serving PEY is just one of the assigned EY positions. There is no specialty PEY-only position. It's just an additional responsible for the crew in addition to responsibilities in the back. They all have their duties about where they stand when you board the plane, but their assignments are known internally as Y, J and F based on which galley they're assigned to. There is no PEY position.
http://www.ausbt.com.au/cathay-pacif...g-kong-flights
One flight attendant is dedicated to premium economy, with additional crew available to help out from either the business or economy teams depending on the number of passengers in each cabin.
#21
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,836
One flight attendant is dedicated to premium economy, with additional crew available to help out from either the business or economy teams depending on the number of passengers in each cabin.
#22
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
Ah, found it. It must have been this article that misled me:
http://www.ausbt.com.au/cathay-pacif...g-kong-flights
One flight attendant is dedicated to premium economy, with additional crew available to help out from either the business or economy teams depending on the number of passengers in each cabin.
Maybe maortega15 could help us clarify?
http://www.ausbt.com.au/cathay-pacif...g-kong-flights
One flight attendant is dedicated to premium economy, with additional crew available to help out from either the business or economy teams depending on the number of passengers in each cabin.
Maybe maortega15 could help us clarify?
Premium Economy Class (PEY)
When comparing with Economy Class service, PEY service is more personalized. It is different from EY service, without compromising JCL service integrity.
PEY passengers will be served BEFORE YCL passengers for all F & B services.
When comparing with Economy Class service, PEY service is more personalized. It is different from EY service, without compromising JCL service integrity.
PEY passengers will be served BEFORE YCL passengers for all F & B services.
- Evolved Teamwork concept; absolutely no PEY/YCL borderlines!
#23
Suspended
Join Date: Dec 2012
Posts: 2,377
Including:
Welcome Drinks
Welcome drinks are to be prepared by JCL crew from the JCL Service Centre and served by YCL crew.
Welcome drinks are to be prepared by JCL crew from the JCL Service Centre and served by YCL crew.
Y1 and Y2 should be released and commence coffee/tea/tray collection in PEY as soon as possible and not wait until all YCL passengers have been served.
The FP‟s role is very important as he/she must deploy manpower to best suit the situation. Service
items should be prepared a step ahead so that the service can be conducted in an overlapping
manner. The FP is to provide galley support and replenish items needed for the service.
items should be prepared a step ahead so that the service can be conducted in an overlapping
manner. The FP is to provide galley support and replenish items needed for the service.
#24
Suspended
Join Date: Dec 2012
Posts: 2,377
Page 42:
Small Bottled Water - Applicable to all PEY aircraft types
To be offered by hand to all PEY passengers immediately after the first meal service.
To be offered by hand to all PEY passengers immediately after the first meal service.
#25
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
Small Bottled Water - Applicable to all PEY aircraft types
To be offered by hand to all PEY passengers immediately after the first meal service.
To be offered by hand to all PEY passengers immediately after the first meal service.
For Your Long-haul Comfort
On our long-haul flights, were able to offer you even more. For your comfort, theres an environmentally friendly amenity kit with socks, eyeshade, earplugs, and toothbrush and toothpaste. And our food and beverage service includes a welcome drink and a hot towel, a selection of enhanced entres, complementary bottled water and a wide variety of snacks.
On our long-haul flights, were able to offer you even more. For your comfort, theres an environmentally friendly amenity kit with socks, eyeshade, earplugs, and toothbrush and toothpaste. And our food and beverage service includes a welcome drink and a hot towel, a selection of enhanced entres, complementary bottled water and a wide variety of snacks.
#26
Ambassador, Hong Kong and Macau
Join Date: May 2009
Location: HKG
Programs: Non-top tier Asia Miles member
Posts: 19,836
Small Bottled Water - Applicable to all PEY aircraft types
To be offered by hand to all PEY passengers immediately after the first meal service.
To be offered by hand to all PEY passengers immediately after the first meal service.
I can confirm long-haul PEY (i.e. HKG-SYD in my case) gets Evian.
#28
Join Date: Jun 2007
Location: Sydney
Programs: JL Sapphire, Aegean Gold, Accor Platinum, HHonours Gold
Posts: 785
Some great points above. An issue with CX ex HKG is their pricing . I initially wanted to fly CX to Tokyo during CNY. Econ class alone was 12000 HK. I got a flight on NH for 8000 HK. As a *G can use the lounge and get an extra bag as allowance. It becomes a no brainer
#29
Suspended
Join Date: Dec 2012
Posts: 2,377
1) You're referring to EY fare.
2) At $12k HKD for a HKG-NRT economy flight, chances are you were booking very last minute for CNY.
3) Your profile list you're a SL. You would also had lounge access and extra bag allowance on CX too.
#30
Join Date: Jun 2013
Location: Wimbledon, UK
Programs: Budding BA Bronze, MPC Gold
Posts: 370
Interesting to read about the experiences in Premium Economy as I’m looking to book a flight from India to Hong Kong later in the year.
I have some Asia Miles to use up and will be my first time on CX so it’s looking like I will be better off using up a little more miles and going from Y to J instead and missing out Premium Economy although it’s only a 5 hour flight.
(CX Gold card holder through Amex)
I have some Asia Miles to use up and will be my first time on CX so it’s looking like I will be better off using up a little more miles and going from Y to J instead and missing out Premium Economy although it’s only a 5 hour flight.
(CX Gold card holder through Amex)