Earlier, I shared my experience flying Air France’s La Premiere first class on the carrier’s first flight featuring the new cabins (as a reminder, I traveled as a guest of the airline). I mentioned that Air France-KLM CEO Ben Smith was on the flight, and several readers asked what it’s like to fly with an airline CEO. So let me share some thoughts on that, because Ben is quite a guy…
In this post:
Ben Smith is my favorite kind of airline CEO
Over the past couple of decades, I’ve met a countless number of airline CEOs (and other industry executives). In some cases it’s because I book an inaugural flight and they’re on it as well, in other cases it’s because I attend an event they’re at, etc.
It’s always fascinating to get to interact with airline executives. To be clear, I’m not “looking” for anything from airlines, but instead, the information they share on and off the record really helps shape my opinions on things. When they ask for feedback, I’m also happy to provide it.
The airline industry is run by a quirky group of characters. Roughly speaking, I’d say that most airlines CEOs fit into one of two categories:
- You have some who are incredibly passionate about the industry, airlines are their life, and they’re basically just living their childhood dream
- You have some who are your typical business leaders, and they could be running an airline or an oil company, and it wouldn’t make a difference to them
Now, of course there are all kinds of subcategories. Among the second group of leaders, their knowledge levels about their own product and the competitive landscape vary. Sometimes you’ll ask them what should be a basic question, and they don’t know the answer.
So that brings me to Ben Smith. I remember the first time that I met him, which was nearly a decade ago when he was President of Air Canada. I’d like to think I’m a huge aviation geek, but my gosh, I was put in my place when I met Ben. Within minutes of meeting, he was telling me about exact aircraft configurations in the 1970s, and why he preferred the 747-200 to the 747-400.
Ben is one of those people who can’t help but inspire you, as he’s the prime example of someone living their dream. To me, Ben is the perfect kind of leader — he strikes a balance between being a numbers person and a product person, all while having respect for labor.
He’s obsessed with every aspect of airline operations, and he’s also good at surrounding himself with smart people who share his vision (I don’t think anyone has hired more passionate people off FlyerTalk than him).
What’s it like flying with an airline CEO?
I’m sure a lot of aviation geeks are curious what it’s like to actually fly with an airline CEO on “their” airline. I’ve been on quite a few flights with airline CEOs in my lifetime, and my gosh, their vibes are all over the place.
How they interact with the crew and other passengers of course says a lot about them. I’ve seen airline CEOs be everything from friendly, to standoff(ish), to downright nuts. I’ll let you guess who fits in which category.
On our transatlantic Air France flight, I was seated immediately across from Ben. There was of course lots of interesting conversation, but more than anything, I couldn’t help but respect how he conducted himself. It’s clear this wasn’t just for show, but it’s just the type of leader he is:
- At the beginning of the flight, he personally introduced himself to several business class passengers
- He spent so much time talking to the crew throughout the aircraft, and it’s clear that he’s really liked by staff; some even addressed him by his first name, which shows the atmosphere he creates
- From our own conversations, he asked me for any and all feedback, no matter how minor or critical (I can’t count the number of times I’ve had airline executives simply pat themselves on the back, and rhetorically say things like “it’s amazing, isn’t it?”
- When I asked him if he’s always so active on flights, he explained that he’s often more active, and helps the crew with providing service, not even identifying himself to passengers as the CEO (he even showed me his “wings,” hah)
You know the quote “do what you love, and you’ll never work another day in your life” (or some variation thereof)? I think Ben really lives that every day. I can’t even imagine how stressful running an airline group is, yet Ben makes it look like a hobby.
So kudos to Ben. He’s an inspiration, and an example of how if you’re passionate and work hard, you can achieve anything. It’s something we can all learn from. He’s good people…
Bottom line
Over the years I’ve met a countless number of airline executives, though I don’t think anyone is having quite as much fun doing their job as Air France-KLM CEO Ben Smith. While I first met him nearly a decade ago, it was such a privilege to finally fly with him, and see him in action. I’ve long respected him, and this further cemented that. More than anything, it’s a great reminder of how far passion can go…
Did he take one of their famous short connection flights where he had to run for his life to get the plane, even it was delayed on both sides? Seems to be a specialty of Air France.
I flew AF LAX-CDG-ARN back in March. Returned KLM ARN-AMS-LAX. LOVED THEM BOTH!! Service and crews were outstanding! I'll be flying them again!!! The big three in the USA are no match!!!
Who else got to sit in the other 2 La Premiere seats???
Ben was hired by Robert Milton at AC in the early 2000’s. He was instrumental in building a combined CP/AC schedule when the 2 airlines merged. A true airline “geek” said with respect.
I would have asked him why KLM short haul business class food is so incredibly awful while they are constantly increasing fares. (Air France doesn't have this problem). It's a constant topic on the FB AF/KLM frequent flyer groups.
Not just shorthaul business food, any business food on KLM. Longhaul meals are a disaster too to the point that I simply refuse to fly KL longhaul (whereas AF on the other hand is among my preferred airlines).
This isn't my view of him. He's corporate and refuses to engage with ordinary passengers who reach out to him. He he hides behind customer services department and will not reply or respond. So much so that I'm now doing everything to avoid Air France and KLM.
How much time do you think a CEO of a large company can dedicate to dealing with individual customers?
It's interesting to see employees of a French company on a first-name basis with the CEO, as French business culture is infamously stuffy and formal. No doubt the boss's Canadian background has much to do with this.
Or maybe outdated stereotypes no longer hold in 2025 :)
I think some of those stereotypes are being reinforced as of late!
Which examples do you have in mind? I don't know a single French company where people don't use first name basis in the Paris Office including... BNP, SocGen, L'Oréal, LVMH, SNCF, Total, AXA.... Some small businesses are a bit more formal, but this habit has mostly disappeared 20 years ago
Many times in French, you use the first name but also VOUS to denote respect.
I thought the saying was “do what you love and love what you do” (iykyk)
Thanks for this "review", Ben. As a manager at an airline (nowhere close to his caliber), this is inspiring, and I'd wish to see more airline leaders of his character and passion.
One thing I love about our industry is that people usually choose to be in it, and how passionate many of us are about it. Airlines aren't necessarily the best place for money or prestige, but it is a passionate business that is...
Thanks for this "review", Ben. As a manager at an airline (nowhere close to his caliber), this is inspiring, and I'd wish to see more airline leaders of his character and passion.
One thing I love about our industry is that people usually choose to be in it, and how passionate many of us are about it. Airlines aren't necessarily the best place for money or prestige, but it is a passionate business that is highly interesting, competitive, and multi-faceted.
Leadership that exemplifies this passion for the industry and for the customer makes a huge difference. Ultimately, this business is about moving people, and this comes in many ways.
Did you use your influencer status to ask him about all the extra business class saver awards that were supposed to appear when the sudden devaluation recently occured?
Ben, thanks for providing such exciting stuff to read, and btw, have you had a conversation in regards to opening up award seats? I have 2 more months with my Flying Blue status, and I wish I would be able to redeem miles for this one.
wow you guys have the same name and same initials!
I worked with Ben for quite a few years at AC. He is by far the most knowledgeable person about the industry that I've ever met.
He is a true visionary.
How is his French?
It’s Canadian “French.”
Et nous le laisserons là.
:)
The French we are taught in Canadian high schools and universities is NOT Quebecois French but a standardized French that works very well in France merci beaucoup. So unless Ben Smith spent a lot of time in Quebec picking up local "slang", and even then, I am sure he gets along very well with his French among his Air France colleagues.
So the question that is no doubt on everyone's lips:
Why does Mr. Smith prefer the 747-200 over the 747-400??
I hope that his justification isn't so scandalous that he made it 'off the record.'
Probably because some 742s retained 9ab Y (though I believed that 9ab was gone with original 741s), whereas all 744s were delivered with tight 10ab Y.
You can imagine that 9ab 741/742s were as royally spacious as 10ab A380s.
Your nick is highly offensive.
The SS Vaterland was a steamship owned and operated by the Hamburg America Line. She was the largest ocean liner in the world at the time of her launch in 1913. And what a magnificent beauty she was, a brilliant achievement of marine engineering and design. She was so much more graceful than her clunky rival, Cunard's stodgy RMS Aquitania.
Vaterland had a very short career. She plied the Atlantic for only two months...
The SS Vaterland was a steamship owned and operated by the Hamburg America Line. She was the largest ocean liner in the world at the time of her launch in 1913. And what a magnificent beauty she was, a brilliant achievement of marine engineering and design. She was so much more graceful than her clunky rival, Cunard's stodgy RMS Aquitania.
Vaterland had a very short career. She plied the Atlantic for only two months before World War I forced her to be laid up at Hamburg America's piers in Hoboken, New Jersey. The Americans seized her after the US entered the war in 1917. She then had a brief career as a troop carrier before being transferred over to the United States Line and becoming the SS Leviathan. Unfortunately, the Americans weren't particularly adept at operating grand ocean liners. The Leviathan had a thoroughly insignificant and utterly forgettable career. She was just a tired shadow of the magnificent Vaterland. Leviathan's existence as a mediocre transatlantic liner ended in 1933. She was laid up (the Americans loved having their ocean liners just lying around, forgotten and rotting off in some obscure corner) until 1946 when she was unceremoniously scrapped.
I have a personal interest in SS Vaterland. My grandparents returned to Europe aboard her in June, 1914 after their honeymoon in the American West.
Thanky you for your extensive elaboration. I have to sincerely apologise but myabe you can understand what made me have wrong assumptions.
I hope you were able to point out that the Flying Blue program has not been releasing saver award inventory for many weeks or months at their opening window. At the very least, there should have been some token level of award redemption for increasing the award rate.
"(I don’t think anyone has hired more passionate people off FlyerTalk than him)."
Maybe a naive/johnny-come-lately question, but are you suggesting that he's literally just grabbing folks who know their stuff on FT and giving them jobs? Are these current executive-level folks who contribute, or he just finds someone knowledgeable and then hires them?
@ digital_notmad -- I'm not saying it's happening anymore, but rather we're talking back in the day. He has hired several people who he saw potential in, including based on the knowledge they've shown on FlyerTalk. Some now have senior leadership positions at both Air Canada and Air France-KLM. He does a good job finding people he sees potential in, and going from there...
Got it, that makes sense. Still pretty cool of him, and seems to have worked well too.
Will either Ben going to hire Tim Dunn?
Ed wants his rear to be left alone and dry.
Mr. Ben Smith, If your reading this, I'd love to be one of those people :)
Well @Ben Schlappig that is the most surprising news of the week I heard.
When do we OMAAT commentators get a job? ;)
Ben, no picture? You treat this like an everyday occurrence. You need to respect him and realize who he is. You need to think about us, not just yourself!!!
he ain't the paparazzi and this ain't E!, we got the pics of the product that we come here for.
@ Stefan -- Hah, he was already asked for so many pictures on the flight, I didn't want to add yet another request.
That's the attitude why your site is my declared favorite regarding air travel. Fair, reliable, decent. I noticed this in many of your articles.
I think he should offer you a VP of Customer Experience role!
Good Canadian kid, right there!
Did you have any criticisms, and if so, how did he receive them?
@ Pauls98 -- I did point out a few minor things, and he was grateful for the feedback, asked follow-up questions, and even wrote down some notes about them.
This piece smells like Chinese propaganda. My * g o d *
I applauded him for accepting the offer
It is obvious that he was going to interact heavily with AF corporate as it is pretty obvious that he is acquainted with plenty of other airline CEOs, given his full time occupation and web prominence.
But the tone of the article (eg ‘several readers asked what it’s like to fly with an airline CEO’) and the overall way the story was told have not increased...
I applauded him for accepting the offer
It is obvious that he was going to interact heavily with AF corporate as it is pretty obvious that he is acquainted with plenty of other airline CEOs, given his full time occupation and web prominence.
But the tone of the article (eg ‘several readers asked what it’s like to fly with an airline CEO’) and the overall way the story was told have not increased my respect
for this website. In all, we readers are the target and we can choose to trust other sources, and i will continue to read Ben (Schlappig) with the caveat that he is -like everyone else- someone
with his very own agenda
Il y a deux Ben. :)))
Did you ask him why AF award availability has been nearly non-existent since they upped the minimum price to 60k in January?
@ Zack -- I'll simply say that I'm always advocating for offering value with frequent flyer programs, and I definitely harassed him on some points when it comes to Flying Blue. ;-)
Why are you so scared to say what you really said to him? Your puff piece notwithstanding, Flying Blue is offering no value right now and I wish you had called him on it and asked for an explanation.