I’m just wrapping up a very fun trip, and rather than doing preview posts for each part of the experience, I’m instead just going to publish a full trip report shortly. Well, sort of. I just got off a nine-hour overnight Royal Jordanian Boeing 787-8 flight from Bangkok (BKK) to Amman (AMM), and I just can’t help but share some impressions.
Of course there are bigger issues in the world, and my complaint isn’t that Royal Jordanian doesn’t know how to treat influencers. 😉 However, Royal Jordanian is currently undergoing a radical transformation that includes a fleet modernization, and I can’t help but think it’s the soft product that needs an overhaul.
In this post:
Aspects of Royal Jordanian business class are good
Royal Jordanian’s Boeing 787-8 business class consists of Collins Aerospace Diamond seats, which are fine, but hardly that competitive nowadays (in fairness, the airline is introducing new reverse herringbone seats on its Dreamliner fleet, including on new and existing aircraft). I had an empty seat next to me, so it was actually super comfortable, and I have no complaints on that front.
Also, since the last time I flew Royal Jordanian business class, they’ve added very thick mattress pads, which is appreciated, and made it much easier to get comfortable when the seat was reclined.
There are even individual air nozzles, so in theory, that should make for a pretty great experience!
The Dreamliner I was on even had Viasat Wi-Fi, which was free for all passengers (I think it’s only supposed to be free for business class passengers and select elite members, but there wasn’t even a log-in required, for whatever reason).
Royal Jordanian business class disappoints in so many ways
It’s really unfortunate how little things can detract from the experience, and that’s really where detail oriented airlines stand out from the competition. Individually, I could deal with any of these, but when you add them all up, it really left me disappointed.
For one, Royal Jordanian has one lavatory for business class passengers, and it was filthy. Like, toward the end of the flight it looked dirtier than just about any public restroom I’ve been in, and obviously the crew made no effort to tidy that, despite going in there several times.
I get that policies differ at airlines, and not every carrier is like Qatar Airways or Singapore Airlines, where the lavatory is totally fresh at the end of a long haul flight, with the toilet paper in a perfect triangle. But when there’s zero tidying done, it’s something that negatively stands out to me about the experience. I found the bathroom so disgusting that I “held it in” until I was in the terminal.
Also, the crew just… wasn’t it. The older flight attendant was lovely and warm, and the only one who ever checked on me proactively. The issue is that she was working the galley position, so I rarely interacted with her.
Meanwhile the two younger flight attendants working the business class class left a lot to be desired. I was primarily served by a female flight attendant who would’ve been hard pressed to seem less interested if she tried. She wasn’t rude, she just seemed like she didn’t care.
If we exchanged 10 words during the flight, I’d say that’s a lot. When it was time to take meal orders, she didn’t say anything, she just stood there until I said “are you taking meal orders?” When she came to collect the used warm towels she had distributed, she gestured with her finger for me to place it on her tray (by pointing at it and then pointing at the tray), without saying anything.
The male flight attendant was well intentioned enough and was the nicer of the two, but the entire flight he just uttered one phrase to me over and over — “enjoy it.” I’m not sure if those were the only two words he knew in English, or what, but from distributing the amenity kit, to handing me a bottle of water, to bringing the mattress pad, that was the phrase for everything.
And the food… meh. On ultra long haul flights, Royal Jordanian has incredible food, while on this flight there was a one tray service after takeoff, and it was okay. There were no pre-dinner drinks despite the very long wait to be served. For that matter, Royal Jordanian serves alcohol, but there was no menu with the selection, and the crew was clueless about what was available.
I was also never once offered a drink refill, and with breakfast, I wasn’t even offered a drink at all, aside from the orange juice proactively placed on the tray (which I didn’t want).
Speaking of which, on a flight of this length, below is what the only breakfast option looked like. C’mon! Four pieces of bread, really?
While I’m ranting, this was an overnight flight, and since Wi-Fi was free, the lady in front of me decided to watch Instagram videos without headphones for much of the flight, including in the middle of the night. The crew walked past her over and over, and said nothing.
Eventually I made eye contact with one of the crew members and asked if they could please have her put on headphones. The same stuff continued minutes later, and the crew did nothing.
Going back to the cleanliness reference above, that issue continued when I arrived in the Royal Jordanian Lounge Amman. Despite the lounge being totally empty and literally dozens of staff just standing around chit chatting, a large percentage of the tables were littered with trash. Why is no one cleaning anything up?
I think that really sums up my impression of the Royal Jordanian experience. It just felt like no one cared, and no one was putting effort into the little details to make a nice experience. That’s the sad thing — trying a little bit harder costs nothing, it just requires caring. But no one actually seems invested enough to make that a reality.
Like, the first time I entered the Royal Jordanian Lounge, the lounge attendant at the entrance was having (what I assume was) a personal call on speakerphone, and didn’t so much as say a word to me. The second time I visited the lounge (I had a long layover and decided to get some steps in the terminal), she just scanned my boarding pass and said nothing (even though I said “good morning” and “thank you”).
Anyway, rant over… thanks for indulging me.
Bottom line
Unfortunately my Royal Jordanian Boeing 787 business class flight left a lot to be desired. The issue wasn’t the cabin, as I don’t mind the seats, I appreciate the individual air nozzles, I like the mattress pads, and I’m grateful for the free Viasat Wi-Fi.
My issue was everything else, and that ultimately boils down to the lack of anyone actually caring. From the dirty bathroom to the dirty lounge, to the lack of being offered drinks, to breakfast consisting of four pieces of bread, I just think some very small efforts would go a long way.
Am I being unreasonable in my assessment of Royal Jordanian business class?
Ben, do you think memories of your 2013 experience flying thorough a severe storm on Royal Jordanian from Bangkok to Hong Kong impacts your overall view flights on the airline even today?
Thanks Ben for this review. In the past 10yrs+ your reviews influenced my (and my wife's) decisions on which airline to choose for an itinerary and I must say the overall quality of travel improved significantly.
A colleague of mine once said "Flight is only a necessary nuisance to get from A to B. I look forward to have a nice time at a destination". I disagree, a flight can and should be a pleasant part of the travel as well.
I have never flown with RJ and don't feel any urge to do so anytime soon, but it's important to acknowledge that they aren't pretending to be a premium carrier on the level of SQ or even TG.
They're very much a cut price alternative to the major carriers and they will often sell business class tickets from Europe to KUL/BKK at prices resembling AFKL/BA/LH premium economy fares. While the hygiene failures are obviously...
I have never flown with RJ and don't feel any urge to do so anytime soon, but it's important to acknowledge that they aren't pretending to be a premium carrier on the level of SQ or even TG.
They're very much a cut price alternative to the major carriers and they will often sell business class tickets from Europe to KUL/BKK at prices resembling AFKL/BA/LH premium economy fares. While the hygiene failures are obviously inexcusable, I'll happily accept mediocre service and a lack of wine menus for getting to the Far East in comfort while making a four-figure saving compared to the competition.
We appreciate your willingness to experiment with carriers most of us would avoid - even if it just confirms these are carriers to avoid.
At least the flight happened... safely...
Safe, for sure. Shitty, most definitely.
"I just got off a nine-hour overnight Royal Jordanian Boeing 787-8 flight from Bangkok (BKK) to Amman (AMM), and I just can’t help but share some impressions."
Does the phrase 'just got off' mean, "I am now in the air, out of Jordanian airspace, and have avoided being detained by the authorities"?
Cairo, anyone?
Flying into Jordan during a war is crazy tho
Wondering if this was just a bad crew or if there is an issue with the BKK-AMM flights compared with some other routes, or if service has declined generally in the last 2-3 years.
I say this because I had frequently flown RJ business from 2015 to 2023 RT from UAE (both AUH and DXB) to JFK, through Amman, and had excellent experiences each time on both the short and long haul legs. Proactive flight...
Wondering if this was just a bad crew or if there is an issue with the BKK-AMM flights compared with some other routes, or if service has declined generally in the last 2-3 years.
I say this because I had frequently flown RJ business from 2015 to 2023 RT from UAE (both AUH and DXB) to JFK, through Amman, and had excellent experiences each time on both the short and long haul legs. Proactive flight crews, if a bit reserved, but always friendly. Never any issues in their Amman lounge, although their buffet a bit sparse. Food always nice and well served onboard. No restroom issues.
@Ben, aside from the unwanted orange juice, I'd say the other issues you pointed out were not-little-at-all things. Acknowledging a customer (no real/fakes smiles needed) and basic cleanliness are a must-have.
And that bathroom is beyond filthy!
RJ business is quite trash (it's worse than Egyptair and that's not saying much, and marginally at par with Royal Air Maroc/Tunisair). But I actually don't mind their economy long and short haul.
Wow, seems that what I thought was already quite a bad service in general - including both food and attendants when I last travelled with them back in 2023, looks like your experience shows that they have just thrown in the towel to improve. The toilet situation looks really beyond words. I have flown with them quite often both pre-post covid as they did offer some good fares those days at least twice a year...
Wow, seems that what I thought was already quite a bad service in general - including both food and attendants when I last travelled with them back in 2023, looks like your experience shows that they have just thrown in the towel to improve. The toilet situation looks really beyond words. I have flown with them quite often both pre-post covid as they did offer some good fares those days at least twice a year to BKK (and sometimes continuing to KUL).
I really am curious what direction RJ management is planning - just having new planes/seats will not solve their problem, as these days, they are not even offering any competitive fares. ANd yes their lounge is really nothing to talk about - and the hotel that they put you up for long layovers is like some no one care Motel 6.
"While I’m ranting, this was an overnight flight, and since Wi-Fi was free, the lady in front of me decided to watch Instagram videos without headphones for much of the flight, including in the middle of the night. The crew walked past her over and over, and said nothing."
You just clearly exemplified why under no circumstances should inflight calls be permitted.
The fact that there are so many people in the blogosphere complaining about the possibility of inflight calls shows just how out of touch it is with the real world. Most under-30s out there don't do synchronous communication, it's either texts or voice notes. Tiktok and Instagram are the real issues as many unfortunate commuters around the world will be able to confirm.
My favourite thing about them is that they dump the food tray in front of you, and, given their glacial speed, by the time they offer drinks your meal is either cold or you have eaten it - likely because you gave up on drinks showing unexpectedly up. Everything you say about their soft product is spot on. But… typically thousands less than the BA/AA TATL price fixing operation.
Why is there a thin piece of paper on the rice ?
looks more like cabbage to me... maybe
Found Your experience 'interesting' to say the least. As a recently retired FA (over 40 years) a few things you may want to consider.....No One cares that You are an INFLUENCER (in your own world or pretending to Get clicks like the next clown out there). Most of you Influencers get PAID by some Airlines for your Favorable Reviews and you are therefore BIASED. FAs have a job to DO and stroking your ego is...
Found Your experience 'interesting' to say the least. As a recently retired FA (over 40 years) a few things you may want to consider.....No One cares that You are an INFLUENCER (in your own world or pretending to Get clicks like the next clown out there). Most of you Influencers get PAID by some Airlines for your Favorable Reviews and you are therefore BIASED. FAs have a job to DO and stroking your ego is not one of them and many Do not want to engage in simple , meaningless Small Talk because way too often you bring so much nonsense into the discussion that nothing can be done about something that happened two years ago. Many people are Highly Critical of EVERYTHING, and especially anything onboard an aircraft and feel they have every right to 'sound off' with no pushback. Many Customers feel they know more than Any Airline Management Team and you can only imagine how the average Employee feels about your incessant complaining..........they quickly become UNINTERESTED. Having been a Purser at my Airline MANY Years it almost became Laughable to count how many Problem free Trips one could fly in a Given Month because of all the Issues created by certain Individuals that were intent on Finding SOMETHING to Complain about, whether warranted or not. After 40 years I decided I had enough of the entitlement issues, unreasonable demands and the rudeness of a certain clientele that would never be happy because they are miserable. Like my Father told us years ago, "Expect Nothing from Anyone and You will never be disappointed" and that is So True. Enjoy Life for the sake of Living, No need to be so Critical, So Nasty. We get that when you pay for Premium Service you should get a more enhanced Experience but keep in mind, You purchased a Ticket to Fly from A to B, You didn't purchase the Airline or a group of Slaves to attend to your every whim. I speak for MANY.
Sir, this is a Wendy's
305, I'd like a Frosty, please. Oh! And, some Tendys. Thanx!
Found your comment interesting to say the least. I agree you speak for many. I disagree with your points, nevertheless.
Let me begin with a blatant insult. You are stupid. Many people are as stupid as you.
Let me continue to spit facts. The author of this blog doesn’t get paid by airlines. He doesn’t have to be, because he makes a fortune from affiliate marketing of credit cards.
The author of this blog...
Found your comment interesting to say the least. I agree you speak for many. I disagree with your points, nevertheless.
Let me begin with a blatant insult. You are stupid. Many people are as stupid as you.
Let me continue to spit facts. The author of this blog doesn’t get paid by airlines. He doesn’t have to be, because he makes a fortune from affiliate marketing of credit cards.
The author of this blog routinely writes reviews of airline business class experiences and the overwhelming majority of these reviews are basically gushing over how great the flight was.
I could go on but your attention span has probably expired by this point. Bottom line: the reviews and criticisms herein are specific and reliable. If you’d like to claim entitlement, please point to a specific criticism which you feel was not merited.
I guarantee you trying to find that criticism would be akin to finding a brain cell in your brain. (Not possible.)
Greenberg, Manhattan West, Unintimidated, etc. that was actually pretty good.
Everyone reading will feel grateful that you are no longer in the service industry x
As a flight attendant for a major US airline for 16 years now, I have to say, Andy, that you are true embarrassment to the profession. I find it really sad and hard to believe you were a purser with your terrible attitude. I’ve never worked with anyone who has the disregard and disgust for customers as you do, and I hope I never will. When you travel as a paying customer, you’re okay with...
As a flight attendant for a major US airline for 16 years now, I have to say, Andy, that you are true embarrassment to the profession. I find it really sad and hard to believe you were a purser with your terrible attitude. I’ve never worked with anyone who has the disregard and disgust for customers as you do, and I hope I never will. When you travel as a paying customer, you’re okay with terrible service? I find that unlikely. Everyday I go to work, I thank every first class customer for their loyalty and write them thank you cards? You know why? Because I wouldn’t have a job without them. I’m really happy you’re no longer in the industry. I’m sorry you’re spending your twilight years with so much anger.
Are you Donald? The way you randomly capitalise words makes me wonder...
On a more serious note, I agree with 305 that you completely missed Ben's very valid points.
I am incredulous that, given your attitue, any airline would have emplyed you for 40 years. Did you work for Air Koryo?
You can experience Andy's wonderful customer service on the AA DFW-LHR run, him and his crew of bitter old grannies are "primarily there for your safety".
Geez, you must have been an absolute joy to work with, and a real treasure with the pax. I'm sure nobody shed a tear of sadness when you announced your retirement. Still, the HOA and the golf club are lucky to have you as a member, and I have no doubt that both welcome the valuable work you do to make membership a joy for everyone.
I think your experience with hygiene at the AMM lounge was better than mine. When I was last there (April 24) there were pigeons picking at the buffet (how on earth were they flying around the terminal?)
You're making that up, aren't you?
@ Kosher Kimchee -- Hah, noticed that as well, but figured that was more an airport problem than an airline problem, so I gave them a pass. But I guess when the government owns the airline...
goodness, I thought for a sec that the pidgeons thing was an actual joke...
Not a joke, pretty revolting. My wife was starving and she wouldnt touch a thing (even the wrapped food) after seeing the pigeons picking at stuff.