This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
This is a TR of three new experiences:
• First time VS gold
• First time A330
• First time new Upper Class Suite and cabin
First two experiences, fantastic. Third, room for improvement..
Arrived into LHR on a connecting flight at 15.30 with a meeting scheduled at 16.00 – 18.00 at the Sofitel at T5. If anyone has any suggestions for a private meeting location landside at T3, please let me know…
Before leaving T3, I went to the clubhouse to drop my carry on and book appointment. Lady at the desk was not at all engaging and looked straight through you, as if it was just a simple “robot” routine. No welcome back, so smile , no “have you been here before” etc. Guess we can all have a bad day. So in terms of first time flying since becoming Gold member, not a great start.
But once inside, no problems. Even got a welcome back from the concierge. Dropped my back and went off to T5.
Back at T3 at 18.30 in time for my spa appointment at 19.00. Everything again went well and after appointment, settled in to do some email and have a drink or two, before boarding was announced around 20.15. Went to gate around 20.30 and arrived to an empty gate and straight on to the aircraft. And here the WOW factor begins…
At the door, was of course asked to show boarding card (Passbook via Iphone) By the way everyone I had contact with using this, seemed as if it was the first time including security, clubhouse, tax-free shopping, gate and then also at the door. However, once the FSM in the door saw my boarding card, he welcomed me back by surname and and even said we have been expecting you. Very impressed if this is standard gold card greeting at the door.
Prior to departure, the supervisor made her round of introduction, however for the 3 gold card holders in UC, the FSM came and introduced himself personally and small talked, ensuring that everything was fine asked for the purpose of the trip and wished a safe trip.
After departure, first round of drink orders were taken. Again I was very impressed in that the FSM came to take my order first (was in 2A) and then the other gold card holders, and then served our drinks, whilst the other passengers were still giving drink orders. The same routine happened during dinner and after dinner drinks as well as for breakfast. All the way through, always being approached by surname. From what I have read before, this must be an exception to the norm, although it would great as a standard.
Upon departure again a very friendly chat whilst waiting for dis-embarking.
All in all a very impressive first trip as gold from the service level and acknowledgement point of view. I know that some will argue that a greeting by surname doesn’t really make the day a whole lot better, however with the added levels of service by this particular FSM, I would say the many hours and $ spend becoming gold, was worth it all.
For an aircraft point of view, I agree to many of the points made. However, I would say, having the privilege of flying business class on many airlines worldwide through my job, even the UC suite on the new A330 is still miles above other airlines. Yes, it is smaller than the old suites and the aisles are for sure too small. Even the cabin crew mentioned this, almost feeling embarrassed. The one issue that I felt was annoying was the lack of arm rest and storage space for personal items. The armrest for me was the biggest issue. If you just want to sit and read a book or watch tv, this for sure would be nice to have. The small “flip down” device on the right hand side, doesn’t work for me, as it limits the access to the storage area. Pre departure, if you have a water and a coffee, then there is nowhere to put the second drink, except the floor.
Last point, and this came from the crew, there is no crew rest. This might be fine on a day flight to the US east coast or on the return from Dubai. However on a night flight or day flight to Vegas, apparently the crew felt it this was a major disadvantage.
On the positive sides, we flew Lady Love, only one week old. It was great with a new aircraft, everything was nice and new and Vera Touch is fantastic.
So verdict is 6 out of 6 for the crew and service and attendance, 4 out 6 for the UC suite and cabin, but I have to give the overall aircraft 6 out of 6 as well.
Return flight TR will follow.
Every positive TR has a strong FSM behind it...this could be the answer to consistency VS 
