The most over-the-top first class cabins

by Katie Hammel on

While most coach flyers would kill for a little extra leg room and a free bag of peanuts, first class passengers are often living the good life with free-flowing drinks and fully-reclining seats. But there are some first class cabins that go beyond simply luxury and begin to cross into the land of excess.

For example, according to a post on Divine Caroline, Singapore Airlines offers its first class passengers Givenchy sleepwear, Ferragamo toiletry kits and personalized turndown service. Jet Airways welcomes passengers into their own private room with a door that shuts for privacy, while on Emirates, they get their very own suite, complete with personal lounge and shower.

On Lufthansa, the VIP service starts before you even board, as a Mercedes Benz chauffeurs you to the plane. Qatar Airways’ first class lounge has a Jacuzzi and full-service spa.

Some airlines turn your seat into a cinema or a four-star restaurant. Qantas Airlines’ first class seats offer a 400-channel entertainment center and an eight-course meal with wine pairings. Seats on Cathay Pacific have built massagers and flight attendants cook each passenger’s breakfast to order.

And here I was just hoping for a good in-flight movie and a few free drinks. . .

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Travel professionals: stop going the extra mile

by Tom Johansmeyer on

It sounds counterintuitive, right? Normally, customers expect that extra effort, and we complain constantly that we don’t get it enough. What we sometimes don’t understand, though, is that the extra effort is at the root of many of the customer service problems we encounter. Going the extra mile at the wrong time can be a disaster.

I remember a case presented at a conference I attended back in 1999 (yeah, it made an impression), when I was a consultant in the hotel industry. Some customer service guru was teaching us how to better serve our clients – which was pretty important, since our clients, the hotels, were in the service business. She discussed with us a bank teller who spent extra time with a customer – going that extra mile” – even though there was a long line waiting. The guru couldn’t summon enough praise for this teller. Even though everybody else was waiting, this teller put forth more than was necessary to make a customer happy.

Almost as soon as the story was over, people in different parts of the audience barked almost in unison, “What about everyone else?” The service aficionado spent several minutes ducking and dodging as a growing number of attendees hurled the lines of “I’d be pissed,” “That’s not good service!” and “Do you really believe that stuff?” She eventually recovered and finished her session, but the discussion at the bar that night was all about whether to please the one at the expense of the many.

Just about everyone has seen this problem from the three perspectives involved. I know I’ve had to serve the idiot, wait in line behind the idiot … and, of course, been the idiot. The last time I was the cause, I inadvertently looked over my shoulder and noticed the line behind me. Immediately, it dawned on me. The person helping me – because of my stupidity – was screwing everybody else.

That’s what prompted me to dig into this issue. I realized that, on occasion, going the extra mile for one customer can alienate many others.

If you’re on the service side of the desk, instead of rushing to help, consider the following criteria before committing plenty of time:

1. Is the problem legitimate?
If the customer/passenger has been wronged somehow, do everything it takes to fix the problem. If this isn’t the case, go to #2.

2. Can the situation reasonably be resolved?
A problem with no solution isn’t worth everyone else’s time. At some point, the madness has to stop.

3. What was the customer’s role in all this?
Is this a situation of the customer’s own creation (e.g., late for a flight)? If so, take this into account. Personal responsibility should be considered.

Speaking of personal responsibility, we have some obligations as customers, too.

1. Admit when you screw up
Don’t try to shift the blame and extract the best outcome reasonably possible. Confess, make it as easy and fast as possible to remedy the problem (that you created) and accept whatever alternative can be supplied.

2. Know when it’s time to quit
Don’t push for the answer you want when it’s clear you won’t get it. When defeat is obvious, move on.

3. Use other resources
Complaining at the airport, for example, is a waste of time after a while. Instead, call customer service, write a letter to the CEO (they are read) or turn to social media. Facebook, Twitter and blogs can be great ways to spread the word. Many companies monitor these environments, and the good ones will respond quickly (props to OGIO and Babies “R” Us).

We all love the thought of doing everything possible to help a customer, but sometimes, it just doesn’t make sense. “Reasonable” can do a lot to keep the lines moving and make everyone much, much happier. The best customer service, from time to time, is as little as possible.

[Photo by Larry Myers via Flickr]

50% of air travelers will fly with the flu to avoid a fee

by Katie Hammel on

I’m a one of the those people who always seems to get sick after a long plane ride. A few days post-trip, I suddenly get a runny nose, sore throat and all the other telltale signs of a cold, most likely contracted from a sick passenger. Usually it’s minor, and I’m out of commission for only a few days.

I guess I’ve just been lucky that it hasn’t been the flu, because, according to a recent TripAdvisor survey, over 50% of travelers would choose flying with the flu over paying a fee to change their flight. As if we needed more reason to get a flu shot before we travel this season, now we know that someone with the flu may end up on our flight, just to avoid the fee.

Out of 2,327 people, 51% said they would fly while sick with the flu rather than pay the $150-$200 fee (plus any change in price) imposed by most airlines in order to change their flights to a later date. This is obviously, alarming news, but I can see why it is the case that people would rather cough up some germs on their fellow passengers than cough up the extra cash to change the tickets. Especially because costs for the new dates will often be higher, meaning you may end up paying more like $300-$400 per ticket for the change.

In the case of inescapable commitments, I can understand why someone would not change the ticket. But for a leisure trip, I would consider it. Of course, I don’t want to get others sick, but from a purely selfish standpoint, I don’t want to spend my time in the air shaking and shivering with the flu, or to spend my entire vacation laid up in bed. But then again…if I felt well enough to get on the plane despite having the flu, I would definitely do it rather than incur the extra charges and have to change all my travel plans.

On his blog, Christopher Elliot offers a solution – airlines need to lower or waive the change fees during flu season. We need to stop financially penalizing those who get sick and allow them to change their flights easily, or they will continue to fly and risk spreading the flu to other passengers.

Will flights be less crowded next year?

by Tom Johansmeyer on

The number of passengers passing through planes in 2010 is expected to decline again. The Boyd Group, a consulting firm in this industry, forecasts a decline of 74 million passengers relative to 2008 – down to 675 million next year. This means you’ll get a little more elbow room, as long as the airlines don’t respond with more route cuts. The fact that unemployment is likely to break the 10% level early next year isn’t helping, as people will be less likely to pick up a ticket and hit the road if they are worried about losing their jobs.

The year after is the one we’re all waiting for – the airline industry is expected to start to recover in 2011. It’s going to take a while, though. Even in 2014, there will be 16 million fewer passengers than there were in 2008.

Galley Gossip: How to get free beer in flight

by Heather Poole on

Recently I read an article on News.com.au about a passenger who stole a few cans of beer from a beverage cart and then tried to flush the evidence – the empty cans, not the liquid – on an Air Canada Jazz flight. The pilot diverted the plane and the nameless thief, 23, was arrested for causing a disturbance on an aircraft. Like most airlines, Air Canada Jazz has zero tolerance for unruly behavior.

It did not come as a surprise to read about the passenger who had been caught stealing liquor, because I’ve come across quite a few sticky fingers myself over the years squatting in front of an unmanned cart or walking out of the galley with minis hanging out of their pockets. Yes, I made them put it back! What shocked me about the whole thing was the fact that the passenger actually tried to flush those aluminum cans down the toilet! Seriously, that’s crazy!

Once, years ago, on a Sun Jet International flight, a passenger decided an hour before landing that a fire extinguisher would make a wonderful souvenir. Somehow, I don’t know how, she managed to stuff the large red bottle inside a duffel bag and hide it under the seat in front of her, and she did it without anyone seeing her do so. The extinguisher only found its way back into the metal brackets behind the last row of coach after we, the crew, made several PA’s threatening to search every bag on board the airplane, which happened after we made a few other PA’s about not allowing anyone deplane until the fire extinguisher was returned – no questions asked. Not too long ago a passenger lo and behold “found” an egg McMuffin just sitting on my jump seat and figured it was for the taking. If the guilty one had not already bitten into my breakfast sandwich I would have snatched it back. I can’t even tell you the number of times my magazines and books have disappeared right out of my tote bag. People do crazy things on airplanes.

Now back to the beer-drinking-aluminum-can flushing idiot who didn’t have to steal the liquor which resulted in an arrest and probably a fine that was much higher than the price of an adult beverage. Really, there are ways to get free alcohol without causing an in flight disturbance, ya know. Oh sure it depends on the crew and the airline and what’s going on that day, but here are a few ways to increase your chances…

HOW TO GET FREE BEER ON A FLIGHT

  1. Switch seats. When the family with small children scattered all over the airplane asks if you mind switching your aisle seat for a middle seat, do it! Just make sure the flight attendants are watching.
  2. Assist. It’s seconds before departure and you see a flight attendant struggling to get those last bins shut, give her a hand. She’ll remember who you are.
  3. Speak up. The jerk in the last row is going on and on about his miserable day and now he’s taking it out on the crew. They can’t say anything, but you can, and they’ll be glad you did.
  4. Lie. Tell the flight attendants they’re doing a wonderful job and this is the best flight you’ve ever been on. Thank them for making your day.
  5. Brag. Let it be known just how many miles you’ve flown on the airline and then tell the crew why, exactly, you’ve flown so many miles and why, exactly, you’ll continue to fly those miles.
  6. Be Polite. Saying please and thank you and making eye contact actually goes a long way
  7. Don’t ask! Even if you think you deserve it.

Stories of booze gone bad in the skies