2014 Survey: Passenger Experiences in First and Business Class

In my first year at Global Traveler, I was assigned to compile the data for our first- and business-class surveys, which appear on the following pages. I recently pulled that September 2007 issue and compared its charts to the ones we publish today. The difference is striking. In 2007 we were only beginning to standardize definitions like pitch. A 180-degree recline was rare in the “Recline” column, and onboard WiFi was virtually unheard of. Today, these features are common expectations, and the airlines listed in each chart look very different compared with 2007 and even 2014. The rapid evolution of premium travel over those seven years is clearly reflected in the charts.

Our readers are experts in premium travel, averaging roughly 30 international and domestic flights per year and consistently choosing first and business class. Still, as airlines launch or discontinue routes, refresh cabins and introduce new services, staying informed is a challenge. That’s where our surveys help. The pages ahead present detailed charts covering nearly every first- and business-class cabin worldwide. Every detail matters: aircraft type, seat recline, lounge access and the date of the most recent cabin overhaul are all included.

LAST YEAR, THE “Year of Last Cabin Overhaul” column listed Air France as “Upcoming.” Now that overhaul is complete. In June 2014 Air France refreshed all four cabins. La Première first class now offers private suites with enhanced privacy and comfort. Soft ice blues and light grays, highlighted by Air France’s signature red, create a calming ambiance. New features that would have been rare in 2007 include ambient lighting, automatic window shades, bedside lamps, private wardrobes and heavy curtains that close to provide full privacy.

Air France’s business-class redesign is built around three F’s: full flat, full access and full privacy. Seats convert to fully flat 180-degree beds. Each seat provides direct aisle access, and an enveloping curved shell creates a private space for passengers.

La Compagnie, absent from the 2007 survey, launched this spring with all-business-class service to Paris. Its Boeing 757-200s carry 74 seats designed to offer affordable business fares between New York and Paris. Fixed-shell seats recline to an angled lie-flat position and include massage functions, reading lamps, storage compartments and power outlets. Entertainment is provided on personal Samsung Galaxy Pro tablets, and passengers have lounge access at both gateways.

With so much attention on France in 2014, it’s an excellent time to plan a trip to the City of Light. Also appearing for the first time on our charts this year is XL Airways, which offers a low-cost business-class option to Paris.

Looking toward 2015, European carriers continue to expand. Swiss International Air Lines announced plans to upgrade and expand U.S. service by phasing in six Boeing 777-300ERs to increase capacity and potentially add new U.S. gateways. Virgin Atlantic will introduce Boeing 787 Dreamliner service later this year; initial details indicate 31 Upper Class seats and WiFi throughout. The airline is investing £300 million to improve the customer experience and plans to open a new Clubhouse lounge at Los Angeles International Airport.

THE LANDSCAPE OF North American carriers has shifted dramatically since 2007. Six major airlines consolidated into three through a series of mergers: Delta and Northwest merged in 2008, United and Continental in 2010, and American and US Airways more recently. The charts consolidate premium cabin information under the integrated carriers where appropriate; for example, American Airlines entries reflect the merged operations and there is no separate US Airways listing.

Streaming content via onboard WiFi, nearly unimaginable in 2007, became a practical service in 2014. Delta launched a streaming entertainment service Aug. 1 that offers customers on flights longer than 90 minutes free content on seatback screens or on personal laptops, phones and tablets. Select aircraft provide 18 channels of live satellite TV plus hundreds of movies, TV shows, music and games. On WiFi-equipped flights, passengers can stream movies and TV directly to mobile devices using the Gogo video player or the Fly Delta app; downloading the app before flight is recommended.

This year’s survey debuts JetBlue’s Mint premium service. JetBlue’s new Airbus A321s offer fully flat seats, elevated dining and competitive pricing—transcontinental fares around $600. The forward cabin includes four private suites and additional lie-flat seats in a 1-1/2-2/1-1/2-2 configuration. The suites have doors, and all seats offer massage and adjustable firmness. Mint passengers receive priority services such as dedicated check-in, early boarding, priority-tagged bags and complimentary WiFi. In-flight cuisine was developed with New York’s Saxon + Parole, snacks come from boutique brands, and amenity kits are provided by Birchbox.

COMING SOON TO the Pacific Rim is United’s Boeing 787-9 Dreamliner, with the Los Angeles–Melbourne route announced so far; when launched it will be the longest 787 route. The 787-9 is 20 feet longer than the original 787, increasing capacity and range. United’s configuration will offer 48 BusinessFirst seats with a 6-foot, 6-inch sleeping space.

Singapore Airlines announced in May plans to spend more than $325 million to upgrade 19 additional Boeing 777-300ERs with its latest first- and business-class products, already in service on selected London and Tokyo flights. The updated business-class seat introduces two new seating positions—Lazy Z and Sundeck—and those upgrades, beginning in early 2015, may bring the new cabins to U.S. routes.

China Airlines introduced a new Premium Business Class on the 777-300ER in late 2014. In addition to WiFi, the in-flight entertainment includes Seat Chat, a social function for sharing movies, music and messages with other passengers. The lie-flat seats feature ergonomic memory-foam cushions, 18-inch touch-screen monitors, storage and multifunction cabinets. Business-class passengers also have access to an in-flight Sky Lounge with teas, coffees, specialty desserts and a selection of reading materials.

BEGINNING NOV. 1, TAM Airlines will discontinue first class on Boeing 777s and focus on an enhanced business-class product. The new seats recline to 84 inches—15 percent larger than the previous design—and will roll out during 2015. Each flight will also include a Head of Onboard Service who circulates through the cabin to ensure consistent service.

Following the LAN and TAM merger, LATAM Airlines Group will introduce a unified cabin design on new long-haul Boeing 787-9 and Airbus A350-900 aircraft. South American influences inspired the cabin design, which will debut in the coming year.

IF THERE’S ONE region that continually raises the bar for premium travel, it’s the Middle East and Africa. Etihad has announced plans for a three-room private apartment on select routes and employs in-flight chefs from top restaurants to prepare made-to-order dishes for first-class passengers. Other luxury touches include illuminated personal wardrobes, curated amenity kits and specialty pillow mists to enhance rest.

This year’s charts also feature Nigeria’s Arik Air, which offers a fully flat business-class product on routes to Lagos and Abuja. A staffed Kira Bar and West African cuisine provide a regionally authentic onboard experience.

With so many upgraded cabins in the sky and more enhancements on the horizon, the choices facing premium travelers are richer than ever. At Global Traveler, we don’t envy those decisions—we simply aim to help you make them. We look forward to seeing you onboard.

First-class charts

Business-class charts