Travel - Stephan Segraves

United MileagePlus Devaluation

November 3, 2013 ssegraves

I won’t go into the details of the changes to the MileagePlus reward charts, Seth has done a good job of that. The quick summary is this: United raised reward rates and in the case of rewards on partners, the numbers are really, really ugly. One example, a business class reward Mainland U.S. to Europe on United becomes 57.5k miles one way, which is not a bad increase, but a business class reward on a partner is now 70k miles one way. That’s a 40% premium over the original 50k mile one-way reward that has been the norm for a while.

There is a lot of speculation as to why United made these changes. Some point to the 3rd quarter 10Q and the liability mentioned for outstanding miles. While I am sure this is part of the reason, United also likely wanted to offset some of the costs that they are obligated for when a passenger redeems a partner reward.

Is the sky falling?

While the changes are definitely not great from a customer perspective, it is not the end of the world. You can still redeem reward trips for reasonable rates on United and Copa operated flights. I think the biggest negative is that for those of us in Houston or Denver (or even Los Angeles) our options to Europe are somewhat limited. People will be looking for the more affordable mileage option to their destination, meaning United metal. Without a lot of non-stop flights out of certain hubs to Asia and Europe you end up with a lot of people competing. So while the prices may not be restrictive, the availability may become very scarce. Some travelers will give up and pay the higher rate for a partner flight while others will look for different dates for their trip. I doubt there will be a mass exodus from United, but I am sure there are those, like me, who have started looking at other airline options.

One of the caveats of the rewards is that you can redeem partner flights at the United rate if the partner flight is in a lower cabin. So if you flying Houston-Frankfurt in United BusinessFirst, you can connect on Lufthansa in coach for the United redemption rate. While this is great for places like intra-Europe where business class is a coach seat with a nicer meal, it stinks for places you cannot get without a partner or where partner availability is scarce. I am thinking of Africa where you can get as far as Lagos in BusinessFirst but then what do you do? Or southern South America (Chile, etc.) where your options are really Copa or Avianca, the latter of which you will pay a premium for.

What to Do

I have received a couple of e-mails from Houston based flyers asking what they should do in the wake of the changes announced by United. I will be quite honest, I do not know what I am going to do. If you are a leisure traveler who was mileage running on United for miles and you are willing to hunt down United operated rewards, then I would say nothing should change for you. The 57.5k mile business class reward to Europe is still a good deal.

My travel revolves mostly around work and rewards were the bright spot of being on the road. I could redeem for a very nice trip for my wife and I and be happy. Keeping that same focus is probably my best course of action, even though I am tempted to jump ship to American Airlines. One thing holding me back is the impending merger of US Airways and American. We have no idea of what the results of that union are going to be, leaving me uncomfortable devoting a lot of my flying to either of those carriers. Once that becomes more clear, I will start thinking about my options again.

These changes certainly are not the end of the world and like Seth points out, there is an even more impactful devaluation in Northern South America upgrades, but United’s changes to the partner reward chart are certainly a kick in the gut. Sure, other Star Alliance airlines have different reward prices for flights on partners, but MileagePlus was United’s shining star. I have flown them weekly for the nearly the past three years and the product has suffered but I stayed loyal because I do like redeeming my MileagePlus miles and hardly had any problems doing so. I will have to see if that continues.

United has a pre-flight video that talks about reward travel with MileagePlus and how United has a vast network of destinations. They should leave that video but add a disclaimer at the beginning or end that lets people know they will be charged a premium to get to some of those destinations on partners.

I’m Guessing There Will be an Air Canada PR Opening Soon

October 11, 2013 ssegraves

Air Canada lost a dog when one of their employees decided to take it on a walk during a delay. While a nice gesture, the dog’s guardian had left instructions that the dog not be allowed out of the crate except in an enclosed room. But, that’s not the worst part. When the local Sacramento CBS station e-mailed Air Canada about the incident, this is the response they received:

I think I would just ignore, it is local news doing a story on a lost dog. Their entire government is shut down and about to default and this is how the US media spends its time.

Clearly the e-mail was not meant for the CBS station but for a co-worker maybe? My guess is that the spokesman, Peter Fitzpatrick, is polishing up his resume. Be careful when sending e-mail, you never know when you are going to hit “Reply All”.

Update: It looks like Fitzpatrick has responded to his e-mail comments:

Fitzpatrick, a veteran public relations official, told the Star that he regretted this email, but to suggest he was callous or uncaring is “an unfair portrayal.”
He said the email was partly meant to be a joke, but he was exasperated with the line of questioning that he had no answers to.

You’re in PR, your whole job revolves around answering questions (even ones you don’t have answers for).

SNL Nails Airplane Boarding

October 9, 2013 ssegraves

If you have been on an airplane recently, you know that this skit from Saturday Night Live is pretty darn accurate. It is hilarious and sad, all at the same time.

Hitching a Ride on History

September 17, 2013 ssegraves

One of Lufthansa’s side projects is restoring vintage airframes and showing them off at airshows and museums. One of the airframes is a Junkers Ju-52 that saw service in Germany and Norway before being sold to Ecuador. An American bought the aircraft after that and in 1984 Lufthansa bought her back, restored her and now flies her on sightseeing trips. A while back I wrote about my desire to ride on this plane and during the summer I did just that.

Deutsche Lufthansa Berlin Stiftung offers sightseeing flights and an option for point to point flights. The point to point flights take you from one airport in Germany to another, giving you a chance to explore some of the smaller airfields in the country. I decided to buy a ticket and a seat on one of the point to point offerings. Choosing the flight ended up being the challenge. Some of the airfields are merely grass strips with no nearby German rail stations, leaving passengers relying on taxis or family/friends to pick them up. The other issue is that a lot of the flying is done on weekdays. I needed to be in Germany on a Friday and back in New York City by Monday afternoon, again, limiting my choices on which flights I could take.

I found a flight from Köln to Egelsach, a small airfield south of Frankfurt, on a Sunday and booked it. I decided to fly Newark to Stuttgart since there was decent upgrade space available then take a train to Munich to visit friends, then take another train to drop my stuff at the Frankfurt airport and continue on to Köln on Sunday.

On arrival to Köln I did a little planespotting. They have a great visitor deck with three tiers of viewing space. Visitors get a great view of two of the runways, the passenger terminal area and tarmac and a perfect view of the cargo area. There were a number of families visiting and a ton of spotters (around 30-40).

The Ju-52 was actually doing a few sightseeing flights over Köln and it taxied out while I was on the viewing terrace. Everyone was in awe and the noise of camera shutters filled the air.

Eventually I walked over to the meeting place for the flight, the general aviation terminal, and collected my boarding pass. Soon all of the passengers were gathered and led through a quick security check before heading for the aircraft in vans. The pilots, flight engineer, and flight attendant were waiting for us and the passengers made their way around the plane for a quick set of pictures in the beautiful weather. The crew was trying to gather everyone and I was unable to take any good shots in Köln (more on this later).

The pilots gave an introduction, in German, of the plane and their experience, they are all Lufthansa pilots who do this for fun. Our crew today consisted of a 747 pilot and an A330 pilot. I did not catch what aircraft the flight engineer operated. My German is so-so and I have trouble following some conversations and when we boarded they started giving some very detailed descriptions of the safety procedures and I wasn’t able to follow all of it. I asked the flight attendant if she could give some of it in English. She apologized profusely and explained they don’t get a lot of non-German passengers on these flights. My hat is off to her for taking a few extra minutes to point out the finer details of what should be done in an emergency in English.

We taxied out and were off. The pilot took us on a bit of a scenic tour of the Rhine and overflew a small airfield on our way to Egelsbach, then he doubled back and gave a low pass to a large number of glider pilots and bystanders (all of whom seemed to have their cameras out). We continued on to Egelsbach and on the way the flight engineer left the cockpit and we were told we could visit the flight deck. I made my way forward and pilots handed me a headset and said they understood I spoke English. I asked a few questions and they pointed out the window that the weather was starting to deteriorate and that I should make my way back to my seat.

The entire flight experience was, put simply, incredible. The roar of the radial engines was drowned out a little bit by the modern insulation in the plane, but the noise was still fantastic. As we flew through light turbulence you could feel the plane react as the pilots compensated. Making wide turns you could feel the pilots working the pedals to make sure the turn was coordinated. It was classic stick and rudder flying and I think I was smiling the entire time.

The ceiling kept dropping and dropping. My understanding is that they can fly the aircraft purely on instruments but like to stay out of the clouds for the passenger experience (the entire flight we never really climbed higher than 1,500 feet). Eventually we flew by Mainz and Wiesbaden and made a wide sweeping turn to Egelsbach before making a pretty cool landing.

Junkers Ju-52 Landing at Egelsbach from Stephan Segraves on Vimeo.

The weather was terrible when we landed and I got some raindrops on the lens while trying to grab some photos of the Ju-52. None of the shots really came out the way I wanted and I am still kicking myself for not grabbing more photos while in Köln. If you have a love of aviation and aviation history I highly recommend you find a way to take a ride on this plane. From the cabin to the sound of the engines to the enthusiasm of the crew, the whole experience was fantastic. You can learn more about the rides and the aircraft itself by visiting the Deutsche Lufthansa Berlin Stiftung website.

I have shared some pictures below and will be uploading more as I have time. If you’d like, you can see the entire set by visiting it here, on Flickr. I should note, if you take this trip, don’t bring a backpack. There is very little room onboard, especially near your feet. You are much better served just bringing a camera.

Egelsbach Airport

Ju-52 Interior

Ju-52 Cockpit

Ju-52 Parked At Egelsbach

Air Travel Caste System – Or Not

August 26, 2013 ssegraves

The New York Times published a piece on the state of air travel. More specifically, the state of air travel on United Airlines. While the piece tries to paint with a broad brush, equating the mix and match products the airlines now offer to a socioeconomic riff in American society, it leaves out some basic facts, including airline ticket prices are at all time lows. In fact, this article by The Atlantic pretty much debunks the New York Times article and explains why fees, to a certain extent, are a good thing.

There are a few notable quotes in the New York Times piece, including this one.

The American credo has always been a strange, contradictory one: adamant about the right to differential outcomes of wealth and privilege, and adamant about the right to fairness and equal treatment. In aviation, that used to mean different food in first class and economy, perhaps, but food of some sort for all. Different baggage allowances, perhaps, but some bags allowed for everyone. Different degrees of intimacy in the customer service, perhaps, but a universal right to speak to a real person when aggrieved.

What is changing today is the erosion of the idea of a common minimum experience — in air travel, to be sure, but not only there.

While benign at first, it seems this quote’s purpose is to accuse United of getting rid of food in coach and starting bag fees for customers. Sure, the base product of just about every airline has been reduced to a very simple offering, a seat between point A and point B. At the same time, the prices for those tickets have come down but the author is complaining he has to buy a $12 sandwich in the airport.

I think The Atlantic hit the nail on the head when it comes to fees.

Why do we hate fees if they keep basic prices low? Because we’re Americans, Heimlich said: “It’s the American way to want a product approaching first-class for a price approaching zero.” But cultural selfishness doesn’t explain all of it. Bargain-hunters experience a dopamine rush (literally) when they find great prices. The drip-drip of additional fees mutes the joy of finding a great price. They kill our buzz.

Do I think air travel has been degraded in the past 20 years? Only in terms of comfort for the sake of price. Sure, I would love to be comfortable, but I don’t want to pay what that would cost.

United Airlines and Revenue

June 19, 2013 ssegraves

This is the future of Premier qualification on United Airlines. Starting in 2014, revenue, along with miles flown, will go into the calculus for qualification for the various elite levels. There are some stipulations regarding credit cards and spending on those cards; The MileagePlus updates site has a lot more detail.

The key takeaways are:

Without credit card spend, Premier status will cost $.10/mile
1K cannot be reached with credit card spend
You can earn Premier Qualifying Dollars on partner airlines as long as the ticket is issued on United (016) ticket stock
Fuel surcharges and Economy Plus purchases count for Premier Qualifying Dollars

With work travel it is fairly easy to reach the spend thresholds but if doing purely leisure travel, the Premier 1K level becomes much more difficult to reach. I see where United is coming from on this and though it means I may not make 1K ever again, I think it is the inevitable direction for the U.S. airline industry to move toward.

New United Seats – Not An Improvement

June 7, 2013 ssegraves

Last night as I boarded my flight home from a week of work in New York City, I noticed that the seats on my United Airbus A320 looked a little different. Turns out I was experiencing the newly converted A320 with the Recaro slimline seats with the “comfort” upgrade. These seats are very similar to the Lufthansa NEK seats that have caused a bit of stir in their frequent flyer ranks, the difference being that United’s install has more padding and are supposed to be a more comfortable experience. From my three hour and fifteen minute flight last night, my conclusion are that the seats are a downgrade for passengers.

My immediate reaction to the flight last night was a little bit of the knee-jerk, “I hate change!” type but after gathering my thoughts and reading through my notes, my summary is this – the seats are not a one for one swap with regards to passenger comfort when compared to the previous United A320 seats and the new seats are certainly not an improvement. United’s reasoning for these seats was clear from the get-go, they wanted to fit an extra row of seats on the plane and these seats allowed them to do that by moving the rows closer together.

I was seated in row 21, seat A, an exit row window seat, for my flight last night. The first thing I noticed was that the legroom in this particular row had been severly reduced. The previous seat configuration here gave so much legroom that a passenger could barely touch their bag if there was one under the seat in front of them. The exit rows were clearly the losers when it came to where rows were squeezed closer together. The second thing I noticed was the somewhat cheap feeling of the seat. It is flimsy, just like the Lufthansa seat. When you or others in your row move, the lightweight metal frame of the seat is not very forgiving, allowing that movement to be felt by everyone else in the row.

The magazine storage has changed so that the magazine and safety briefing card are now in a small plastic divider behind the tray table. I was not surprised by this, I have seen the setup before on Lufthansa and it is actually a smart way to store the magazines. Where the negatives are for the passengers is the standard storage sleeve. What used to be a pocket in the seatback in front of you is now a shortened mesh pocket that is not good for storing much. I typically carry a small bag with my headphones and electrical accessories and between it and an iPad mini, the storage area could barely hold them. The seatback pocket is great for holding things and allowing a passenger to stay in their seat and avoid moving things around in the overhead bin.

The tray table on these new seats is noticeably smaller. In the exit rows the tray table used to be held in the armrest, that is no longer the case. I did not see what the setup was for the bulkhead rows but in the exit row, the tray table is now on the seat in front of you. The width has been reduced but I would say the depth is about the same as what the tray tables were when stored in the armrests. Again, the metal connections feel a little flimsy here. I rested my hands holding a book on the table and without really pushing I could feel a significant give in the table.

Lastly, the seat itself and a number of aspects that I find contribute to the overall uncomfortable feel of these seats. A lot of people think it’s the padding alone but with the things I list below, I think it is a group of things that really make these seats a downgrade for passengers.

The comfort package does not add a significant amount of padding. There is definitely more than what Lufthansa offers but it is certainly not a huge improvement. It slightly removes the wood feel of the Lufthansa seats.
The bottom cushion of the seat is a standard width but does not extend as far forward under the passenger’s legs as the previous seats. I would say the bottom seat cushion reminded me more of an exit row seat on a regional jet where they had to reduce its length to comply with safety standards. Thinking about this now I wonder if it is the same case on the A320s, the exit row required the seat cushion to be shorter. If you’ve flown in a regular row (rather than an exit row) on this converted plane I’d love to know if you felt the same way about the bottom cushion.
There is very little lumbar support. In United’s announcement about these seats it was stated that there would be more lumbar support than the seats installed on Lufthansa but if it was there, it definitely was not noticeable. I thought reclining would help a little but it did not.
The armrest width and length has been significantly reduced. The armrest is no longer as long as the seat is deep, ending up around four to five inches shorter. The width suffers greatly as well. I used to be able to share the armrest with a neighbor, each of us taking a little bit of it, but that is no longer possible. My seatmate and I were being polite and trying to do just that on the flight but we both commented that it wasn’t really possible.
Tapering of the back of the seat. Halfway down the seatback, the seat tapers inward, leaving larger gaps between the seats. I have not noticed this before on Lufthansa flights but doing a quick Google Images search shows that it is there as well. My only comment on this is that it leaves you feeling a little more exposed. The armrest used to fill this void now there is nothing there. It is not a huge deal, just really different.
The multidirectional headrest is small but slightly padded. I do not see any real benefit.

All of the above, especially items 1-4, combine to make the seat uncomfortable. Let me explain. Since there is less support under the forward portion of your legs your butt slides forward some so that your back takes on more of a support role, but there is no longer significant lumbar support so you continue to slide forward. To counteract this you have to use your feet to push yourself back into place. This process repeats until finally you leave your feet firmly planted on the floor to keep from sliding forward. In the exit row window seat there is no armrest attached to the seat on the window side leaving you with the middle seat’s outer armrest to try and keep your balance. This leaves you kind of squirming in the seat trying to find a comfortable position. I tried leaning back against the headrest but to keep from sliding into a slouched position I had to plant my feet and push myself into the seat to use the headrest.

If you can’t tell from the short novella I have written, I do not find the seat very comfortable. I think it is a downgrade for customers and a poor choice for United to make, no matter the extra revenue United squeezes out of those six extra seats. And I was not the only one making negative remarks, I heard plenty of people comment that they could not find a comfortable position in the seat. My co-worker leaned over and asked me “why have they not removed these old harder seats for those nicer padded ones”. I am serious, that is what I was asked. When I replied that these were new seats and were coming to the Airbus fleet he simply shook his head.

One last item. In the United announcement a comment was made about the entertainment options on these planes. There are none. While it was stated that Wi-Fi would be available, it definitely was not on during my flight last night and I also noticed there are no power ports to charge devices when they do get Wi-Fi on these planes. If they are going to be streaming entertainment via the Wi-Fi then they are going to need a power source of some kind. Also, the pilot announced Channel 9 was available but there is no audio on the plane and thus, no way to listen to air traffic control.

All in all the seat is a disappointment and I hope decision makers at United are flying on these planes and noting the issues that customers are having. I cannot imagine sitting in one of these seats for a transcon or even a red-eye, which are bad enough without uncomfortable seats thrown into the mix. The revenue of those six extra seats may look good on an accountant’s business case but it is being earned on passenger’s lower backs and rear ends.

I know this was a lot of words to describe a seat but when you are in one of these things twice a week, every week, it kind of matters.

Istanbul For a Day

May 2, 2013 ssegraves

No, I am not crazy. Ok, maybe just a little crazy. For this past weekend’s trip to Istanbul, my work schedule forced me to play the “crazy” hand. Originally I planned to take the new Turkish Airlines Houston-Istanbul non-stop flight on Friday but due to some work conflicts I could not book it. Instead I booked the non-stop leaving on Saturday evening and returning on Monday evening, giving myself around 18 hours in Istanbul.

Why fly to Istanbul for such a short time? From the time the non-stop flight on Turkish Airlines was announced, I have wanted to try their in-flight service and visit Istanbul. Launching the service, Turkish had a number of promotions including a $499 round-trip fare in coach. United Airlines then announced that the booking class that the super cheap tickets booked into would no longer earn United miles. Not wanting to give up on the trip, I started digging into Turkish’s premium economy product, Comfort Class as they call it, and found fare that not only earned full United miles but was also cheaper than the cheapest coach fare that earned United miles. It was a double win.

On the Saturday of my flight I showed up at check-in a full two hours before the flight and line was ridiculously long. There are two check-in lines at IAH, business and coach, with no special check-in for Comfort Class. I inquired at the business class line if it could be used for Star Golds and was told yes. I also asked about a possible paid upgrade into business class and was told to visit the ticketing desk; Visiting the ticketing desk seems to be a common Turkish Airlines theme. I walked to the ticketing desk and asked again about buying up to business only to be told that it would be a difference in fare, also known as $3,000. Needless to say I passed on that offer.

At first, boarding was a fiasco. Then, the Turkish agents made a few announcements and people seemed to adhere to the requests that were made. I boarded and as the door closed it looked like the flight was almost completely full in all classes.

Shortly after take-off service commenced and a number of courses were served to Comfort Class passengers. The food on long haul flights is catered by DO&CO but I am still trying to figure out what the airline does in Houston since DO&CO does not have a facility at IAH. My guess is that they send their food standards to someone like Chelsea or a local catering company and cater the flights that way. In any case, the food was some of the better airline fare I have had. It was well prepared and nicely presented and tasted delicious.

The crew dynamic is very interesting. They served the different courses, handed out bottled water and then pretty much disappeared until the arrival meal began. It did not really matter on the way to Istanbul since most people slept, but on the return flight the same thing happened, leaving a lot of people hitting their call buttons to get more to drink. I did see one or two flight attendants walking around the cabin during the flight but they were not offering drinks to passengers who were awake.

The Comfort Class seats allowed me to get around six hours of sleep. They are basically old school business class seats with a leg and foot rest. What they really need is just a tad bit more recline. That little lack of recline is my only (tiny) complaint. Other than that, the storage space is slightly limited but the overhead bins are never full, so you have plenty of space to put stuff.

On arrival into Istanbul I walked quickly to immigration, I filed for an eVisa online and didn’t have to stand in that line, got stamped into the country and made my way into town. I explored the Old Town for about four hours before finding a place to grab dinner. Since the flight arrives into Istanbul around 3:55pm, you only have a short window on the same day to see any of the major attractions (most close at 5:30pm). I was still able to walk around some of the alleyways and crowded streets and get a feel for the city.

There is a ton of life in Istanbul. From tourists exploring the Hagia Sofia to locals having a çay while reading the newspaper, there is just a lot going on. With my limited time I made it to the major sights, though I did not get to visit the Basilica Cistern, which was high on my list. The next morning I woke up early and walked to the area near the Galata bridge to enjoy a Turkish coffee and watch the ferries come and go. The weather was absolutely fantastic and just watching people come and go off of the ferries was a great way to spend my morning. I then grabbed my backpack and made my way back to the airport where the check-in experience was about the same as what I encountered in Houston.

I forgot to ask about business class paid upgrades until I got to the gate and when I did inquire the response was that it had to be done at the ticketing desk (sound familiar?) and that it was too late. In complete contrast to my outbound flight, the return flight was nearly empty in Comfort Class but the service was just as mediocre as the flight to Istanbul. To top it all off there was a number of times that the cabin filled with the smell of cigarette smoke. It would linger for a little while, then go away; Then, a couple of hours later, it would come back. Some have suggested that it was more than likely crew members smoking in the rest area, which, if true, is very disappointing.

Before I forget, the entertainment system on Turkish Airlines is very nice. Lots of movie and television choices from new releases to “classics”. They had the full Harry Potter series, the entire Lord of the Rings series, Police Academy 1, 2, and 3, and a whole host of other options.

I am very glad that I took the flight, especially at the price point that was available for Comfort Class. It definitely makes me want to return to Istanbul and even explore the rest of Turkey. As soon as I get a few moments to edit photos this weekend, I will upload the rest of my pictures from around Istanbul.

Chasing An Antique Flight

April 17, 2013 ssegraves

Before I took the trip to Berlin a few weeks ago, one of my readers suggested I try to get a flight on a Junkers Ju-52. To be honest, I did not even know such flights existed. I started poking around the website that I had been sent and found a very large schedule for this year (German).

The Ju-52 has a storied history, being one of the early commercial aircraft for the new airline Luft Hansa, now known as Lufthansa. Being able to enjoy a ride on such an amazingly well restored piece of history is on my bucket list, if you can call my list of travel wishes a “bucket list”.

My mission to fly on the Ju-52 started in earnest immediately after being informed of the service and realizing that it would not be possible during the Berlin trip. I have now started looking at multiple dates and options for hitching a ride on the trimotor. The best prices to get to Europe are in May, but the Ju-52 schedule that month is not very good. I have started exploring options in June and July but due to the summer demand, the transatlantic prices make it difficult to justify the trip.

I will continue to watch the airline prices and if for some reason the prices drop, tickets will be purchased in a flash. The Ju-52 schedule is unique in that it doesn’t just offer sightseeing flights but also point to point flights as they move the aircraft around Germany. I would love to get in a couple of destinations. While pricey, it would be completely worth it to fly on such a beautiful piece of history.

photo by: bagalute

Even Good Airlines Have Bad Days

March 27, 2013 ssegraves

Over Spring Break we flew to Europe. By the time of our trip, the routing had changed to Houston-Frankfurt-Berlin in Lufthansa first class on the A380, returning Berlin-Frankfurt-Dallas, also in Lufthansa first class. The outbound was unbelievable. I have not flown a lot of international first but Lufthansa’s A380 first class is now my favorite “hard” product flying. The crew was stellar, providing prompt service and making sure that everyone on-board did not have any needs that were not met. The return longhaul flight was close to being a polar opposite.

Between Frankfurt and Dallas Lufthansa operates the Airbus A330-300. These particular planes, the ones based in Frankfurt, are just now undergoing conversion for the new first class seats. I knew this when I booked the tickets but ignored it because we needed to get home. Seats aside, the service from the crew was a 180 degree difference from what we experienced on the way to Germany. One flight attendant was attentive and helpful but the one who spent the most time in the cabin was as nonchalant and lackadaisical as they come. After lunch I had asked that the seat be made into a bed so that I could take a nap. The flight attendant put the seat into “lounge” mode rather than “flat” mode and kind of just tossed the mattress pad onto it. She didn’t take the time to make the bed or even get out the pillow and blanket. I searched through the overhead bin and found both. To top it all off, the food choices were not very good and the food itself was actually of poor quality (surprising since the flight was catered in Frankfurt).

One last thing. In Dallas, our flight was met by a Lufthansa representative holding a sign with a few passenger names. We saw our name and stopped to speak with her, thinking maybe we’d get taken to a quicker immigration line. She asked if we had checked luggage and said we would wait for a couple more passengers. After more standing around, the representative turns to me and remarks, “I can’t escort you to an expedited immigration line, you might as well go”. Well that’s a let down. What is this person’s role? To simply see if you have checked bags and put them to the side so you don’t have to wait for the carousel?

To be clear, I understand how fortunate I was to be flying in first class. I was simply a little surprised in the contrast between my outbound flight and the return. The flight crews were on opposite ends of the service spectrum. Had I known the service was going to be so poor, I probably would have saved the miles for first and just flown in business class. Will this keep me from flying Lufthansa again? No. Their A380 product out of Houston is certainly one of the best first class experiences in the sky. I file the whole experience under the crew having a bad day and the catering just being off. In the world of travel this is one of those, “sometimes you just have to realize you’re hurtling through the air in a metal tube” moments. It happens. It makes for a less than desirable experience but there is always the next flight.