When airline products are similar, what makes the difference?
If you’re flying to Asia, you’re in for a long flight. And of course, lying flat is the best way to go. On most trips over an ocean, the lie-flat seat is my only absolute need, and so as long as the airliner getting me there has those, I’m fine. I’ve never really found major differences in business class products, and I usually spend the flight zonked out on those beautiful lie-flats.
But a recent solo flight from Atlanta to Bangkok, I noticed an amenity that made me sit up. Besides the comfortable seats and the wonderful menu, the standard upgrades, amenities, and little luxuries missed in economy class, the Korean Air crew provided flawless passenger service.
The Prestige Class Cabin
I boarded to find that this flight had my favorite configurations: 2-2-2, but the window pair is staggered so that the person sitting in the window seat need not climb over their other half to access the aisle. Best of all, even with the staggered seats, I had a privacy screen that raised or lowered with a button so that I didn’t have to be disturbed at all by the passenger in my “row.” Each seat was fully lie-flat with a fitted comforter, pillow, and blanket (flight attendants will make the bed for you when you ask). Headphones and slippers were available at every seat. The entertainment skewed towards mostly Korean TV and movies, to be expected, but the English offerings were varied and plentiful (I ended up watching Steven Soderbergh’s Black Bag, but then slept so much I didn’t get the opportunity to watch more than a few Bob’s Burgers reruns). The flight attendants greeted each passenger with a smile and a welcome beverage of juice, champagne, or water.
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Cabin crew service on Korean AirCourtesy of Korean Air
As I was settling into my very comfortable seat, the flyer in front of me accidentally dropped his welcome beverage and broke the glass. With a large spill on their hands and passengers still coming down the aisle, the flight attendants were able to swiftly reseat the drenched flyer (and his partner into a different row). They worked seamlessly to comfort the guest while securing and cleaning the area, checking in on me and other nearby passengers. It never disrupted the boarding experience, and I was impressed with the smooth maneuvering.
Prestige Class Amenities
An amenity bag full of travel-sized essentials is what any savvy traveler needs on a flight. Korean Air partnered with luxury brand Graff to provide hand cream, lip balm, and a unisex fragrance. The bag also contained an eye mask and dental kit.
1. Amenity kit featuring Graff productsCourtesy of Korean Air; 2. Lie-flat seatsCourtesy of Korean Air
Meanwhile, the crew continued to monitor passenger comfort levels, offering to help prep their bedding, pouring and passing drinks, acknowledging children and parents, providing information and directions, and securing items. They moved about like they had practiced as a team, everyone aware of potential needs or wants. When ordering meals, a flight attendant helped me pair my wine and advised me on her favorite choices. She asked whether I would like to be woken up if I was sleeping when either of the meals was delivered, to which I, of course, said yes.
When I got up to use the bathroom, I noticed on multiple occasions that the flight crew were working to keep the space sanitary—I witnessed them wiping down the bathroom in between guests every time I went to the bathroom. In the galley, doors were wiped and shut, garbage was whisked away, and the crew working in the space was incredibly mindful of passengers waiting in line for the restroom, acknowledging and making space for the awkward gathering.
The Gourmet Menu
The menus have surprising range, and there are multiple delicious items. On my Atlanta to Seoul flight, I was offered two meals (called “First Meal” and “Second Meal”), both of which would be considered dinner in terms of breadth. The first meal started with an amuse bouche of tuna tartare, a mushroom soup, and couscous and shaved Parmesan salad. After that came beef bourguignon with potatoes and roasted veg, a three-cheese plate, and a dessert of fruit or Häagen-Dazs ice cream. I was impressed with the cutlery–sturdy stainless steel with the Korean Air emblem emblazoned on the handle. And of course, copious amounts of wine. For my second meal, I went for the Korean favorite Bibimbap, served with beef and its many sides, including sticky rice, broth, and crisp vegetables. A variety of bread and soup were available for Western meals. I liked the Korean food much better than the Western food–the beef in the Bibimbap was more savory than the bourguignon.
Traditional Bibimbap and its sides Courtesy of Korean Air
The beverage list was particularly impressive. Besides the variety of teas, coffee, and hot chocolate, as well as a bunch of juices, the wine list is curated by an expert in-house sommelier, Sang Jun Lee, in collaboration with renowned wine consultant Marc Almert (ASI World’s Best Sommelier 2019). I tried the La Perrière Megalithe Sancerre, a dry, crisp white wine from the Loire Valley, and sampled the Duval-Leroy Champagne as my welcome beverage.
The flight attendant asked if I wanted to be woken up if I was sleeping at either meal time, to which I of course replied yes. But as the mother of a 6-year-old who has school at 7:30 a.m., I understand how frightening it can be to have to wake someone from a deep slumber. I found their soothing verbal nudge (“Excuse me, Ms. Levitt? Are you ready for your meal?”) to be extremely thoughtful, especially when I’ve experienced harsher wake-up calls (brightening lights, loud greetings, and even a meal plopped in my lap).
The Verdict
I have to admit, if I’m choosing to fly business class, it’s because of the seat. It makes any flight across an ocean a million times better on your body and your travel routine if you’re able to lie down and get sleep before you land in your destination. Luckily, Korean Air has a lengthy and comfortable seat made for coziness. But what separates Korean Air’s Prestige Class from the other business class products flying around is the service of its flight crew, who are unbelievably solicitous, polite, and one step ahead of fliers’ needs and wants. I witnessed again and again their positive attitudes as they went out of their way to solve problems and anticipate issues, all with smiles on their faces. I genuinely thanked my flight attendants for their routine check-ins to make sure I was as comfortable as possible and set for and during the flight. As a routine flier, I couldn’t have been more impressed by what I thought was a long bygone era: respectful assistance and gracious service in the sky.
