Today I write to you from a first class seat aboard a Delta/Northwest flight (and seriously, this merger is less than smooth from the consumers end) which along with an article in today’s Wall Street Journal by Karen Blumenthal, “How I Got Burned by Beanie Babies” prompted me to think about “luxury” items and the “perks” that many used to (or still have) have in a better economy. And more specifically, if experience drives choice, then do we really know as consumers what IS luxury or “better” if we’ve never experienced it ourselves?
Let’s take first class seats on an airline. Now, it’s pretty common knowledge (I think) that domestic airlines do NOT provide as amazing of an experience that the international carriers do. Talk about Asian carriers, and you’re not even in the same ballpark. They just get it more. However; I’m not sure even a seasoned business traveler realizes how much disparity there are among the domestic carriers in their offerings and experience. Everyone knows that I’m a HUGE Continental fan (and no, they don’t pay me although I’m begging a lady who works for them that mentioned on Twitter that they were looking for social media – CALL US….please!) And the past few weeks observations has made that even more so. Here’s some things that Continental first class DOES offer that others do not. Specifically, I am speaking about Continental versus Delta/Northwest, and USAir – because that’s who I’ve traveled for the last month or so. (I’d only travel my favorite airline if they offered routes from Phx to say LA without a stop via Houston!)
- A newer fleet of planes. I’ve heard the CEO of Continental talk about the youngest fleet of jets in his video on the plane, but it didn’t resonate until today. A younger jet means less delays mechanically (like our hour long one today,) a much cleaner plane (the overhead bins in this old plane are disgustingly dirty,) a nice bathroom, and certainly more leg room – even in first class – substantially so.
- Bigger planes – which are always better. USAir has way too many little planes for my taste. The same goes with the partners of Delta/Northwest where they try to sneak you onto a DC-10 plane for a 4 hour flight. If there’s only 3 seats in a row – then there’s not real first class. You’ve wasted your money, completely. And they should be ashamed.
- Food is still served in first class, of course, but also in coach class on Continental. I think it’s absurd for an airline to even dare ask for $1200+ for a plane ticket in first class and NOT serve food. That completely diminishes one of the MAIN perks of first class.
- The seats themselves. The older planes, and the ones run by Northwest especially are old scratchy cloth seats with really small arm rests, no entertainment or plug ins (more below on that) and are truly uncomfortable. Continental 1st class seats are leather.
- Entertainment. Okay, so I’m still trying to figure out exactly which of Continental’s planes have the directTV in them. I know my 4:45 out of EWR or PHX typcially does – but I have yet to figure out which ones the other way do. They should all be upgraded by the end of the year (so they say) but, still….I’ve never had an entertainment center, movie, or a plug on a USAir first class seat, and nor on Northwest. Now, on Delta, prior to merger, I could have sworn there was indeed some planes with these amenities.
- Early boarding. Now, this could be different by airport, but USAir specifically allows kids on before first class. No bueno. (Don’t even get me started on why it’s ok for kids to scream on a plane, but I can’t be belligerent..and I have to sedate my dog, but you don’t have to sedate kids…) First class passengers should get on first, period.
- Attitudes. Finally – Continental attendants seem to still understand the concept of first class. Snotty or not, I should be made to feel like I bought the best seat in the house and treated as such. My paying 10 times the cost of everyone else which keeps the airlines afloat in many cases does indeed entitle me to a bit of extra effort. I should feel special. You should take my coat and ask if I’d like a bottle of water before departure. And keep asking.
So, I would venture to say that most aren’t aware of the differences in the nuances…so perhaps they are traveling first class on USAir or Delta (who btw used to be known for the BEST platinum member program in the nation) and have no idea what they are missing. Is that good or bad for business? With social media and PR being so easily accessible, you’d figure that our gap for comparison of products and services would broaden and make for more stringent competition through sheer volume of shared information. But that doesn’t seem to be the case. In businesses that are so big they have rights that small business never will (no bailout coming to a $5M company – sorry) they do get to decrease service and offerings while in some cases raising prices, and there’s no real consequence.
So before you think all first class is the same…do some research. Maybe it’s time for us to start interviewing airlines and make them earn our first class dollars…
{ 1 comment… read it below or add one }
Amanda,
I couldn’t agree more. As a seasoned business traveler with children, I have seen first hand the disparities between the airlines and their programs/offerings. I have not run across an airline that allows families to board before first class though and am honestly surprised. First class has, over the past 5 years, become less and less appealing to pay for and at this point, I don’t know that most of the first class seats are actually worth it. You no longer have a dedicated flight attendant, you have to share when the general cabin requires their refreshments. Delta doesn’t serve a meal in FC unless the flight time is greater than 4 hours I think. American’s process for upgrading is strange and difficult to get through. Northwest, well we won’t go there. Even hot towels seem to be a fading memory and depend on the flight crew! I would guess that the airlines would complain that most their first class seats aren’t actually paid for in cash, but granted to their premier fliers. You better believe me, those premier fliers have paid for enough flights and are typically dedicated to an airline that it pays off well for the airlines.
Each year they cut out something from their programs even for their most elite members. Year before last they removed platinum members of delta being granted free access to their lounges and payment is now required. Even the lounges themselves have decreased in quality of services. About the only worthwhile ones were in airports like JFK and LAX.
Well enough of my ranting. I am sure that flyertalk has some information that would be handy for people to compare the FC perks and amenities each carrier offers.