Review: US Airways Envoy Class Charlotte to Paris

It looks like this "lesser reverse herringbone" config is also pretty lousy for those in the middle seat, since the cabinet door/privacy shield that CX offers isn't available. And if you're in the middle and you *do* want to talk to the person next to you, it looks like the seat doesn't have the slide-forward function like Cathay's, so those middle seats have neither a decent level of privacy (like traditional herringbone do) nor the ability to easily talk to your neighbor.

I believe the US Airways version of the seat is the one that Delta has on its 747s and is installing on its A330s.

US Airways can't even compete with other US carriers. Too bad the FAA can't implement mandatory retirement for FA's like they do for Pilots.

It's sad that a good product experience is ruined by the sub-par service - exactly why I would love it if the AA/US merger fell apart like an ObamaCare website on October 1st.

What a mess.

I keep hearing good things about US, but I honestly don't know what these people could possibly be comparing it to if they think US is any sort of improvement. Anyway thanks for the full review. The current set of business class trip reviews is a nice break from the first class cabins on carriers that can't be booked easily with most points currencies.

Speaking of which, I tried to make use of the USDM sharing bonus but the transaction never went through and nobody ever contacted me to say why. I wonder why it has to be such a pain to build up these balances. *sigh*

btw, minor point, but CLT has three runway 36's. By your pictures, your flight departed from 36R (can tell by the ramp with the vintage aircraft on the right side at the far end)

My two Envoy flights included perfectly fine service. Definitely better than what you seem to have experienced. Although on one of my flights the cabin was mostly empty and the FA was asking passengers to move their seats so everyone was sitting in the forward part of the cabin "for better service." One guy refused, and she said, "you don't want better service?" (I'm still not sure how the service would have been better.)

Also, they've definitely upgraded the amenity kits since the last time I flew with them. They were previously in clear plastic bags that resembled slightly upgraded Ziplocs.

Now you know why they give you ear plugs I guess. Seriously I've had good service in Envoy across the Atlantic. I think you just got a below average crew imho.

@ Andrew C -- Whoops, left out the "R." Fixed, thanks!

I have flown the A330-200/300 Envoy several times, and i agree the product is solid. US Airways needs to repad the seats though, as when I flew them after they initiated this cabin, it was much more comfortable. I agree, some little issues, but still overall a great deal. I flew in May and October in Envoy through Frankfurt and Munich from Philly and the flight attendants were great (and quiet). Seems you got the bad batch. I know I would be worried if the flight attendant couldn't hear you, how effective would she be in an emergency situation.

Lucky, did you file a complaint with US regarding the crew? I truly hope you did. For all the decent reports I hear about US Envoy Class, I'd hate for this crew to keep creating sour-feeling journeys.

Ben....thats why I read your blog. You calls 'em likes you see's 'em! We flew US Envoy last December from PHL to ZRH and had the same so-so experience. We also received the upgraded Ziploc amenity kit that in fairness looks better than what you received.

Great laugh-out-loud examples of unprofessional behavior by the crew.

It seems you believe the "really solid hard product" is a bit too hard ("padding isn't amazing").

Doesn't make me want to rush to book Envoy class.

Love Veep! 😉

Ben, I totally agree with Tom. You should send this entire story to the powers at US Airways. That crew oviously needs a stern talking to.

I agree with the other commenters that you should report it, in writing (perhaps by snail mail!), to US Airways. The only exception is that, at this point, I am not sure they will care. The uncertainty and depersonalization of a large merger - even planned / stymied / prevented - is so bad for morale, they might just send you a nothing reply. Why should they care if their service is terrible?

"so when I requested a cappuccino the flight attendant let out a loud sigh and yelled to the galley for a cappuccino."

At times I couldn't tell if you were still reviewing the flight or trying to recap the episode of 2 Broke Girls.

If i covered up any reference to airline name or flight details, what would remain would be an example of any Air NZ flight. Aged FAs, overly familiar and disrespectful attitude towards clients, food down to low standard . The most likely thing you hear from kiwi staff is "yer all right there?". I will no longer fly air nz. I stick with Thai on regular commute AKL to BKK and even coach service is much better than you experienced, plus they usually give me three seats to myself . In my view, complaining to airline is a waste of time. If such conduct is present, then management must have been told about it by others and if it continues, it must be condoned by management. Just another way for them to tell you to go to another airline with your money...

I was just laughing so hard reading this report. So sorry you had a crappy experience...I've got two reviews coming and both flights were great--good service, good food. But ex-PHL/FRA. Maybe that was it.

Of course not all herringbone's seats are made the same. US, DL, and BR actually use a off-the-rack version of the seat. CX (and AA which of course took CX) and their engineering team made specific customisations to tailor the seat for the frequent flyers.

Tim- Bad service has nothing to do with the age of a crewmember. It has to do with the corporate culture which allows it. Get over your ageism.

That's the same experience my wife and I had flying to and from Paris last year. Probably the same crew, by the sound of it. Not friendly, definitely acting like it was gracious of them to even be there. I was rudely awoken on my way there "do you want breakfast or not?!" and my wife was leaned over twice so the FA could pull down her window shade. Also, as you experienced, no trash removal at all - I had to ask them to take my empty cups away.
But I do agree, it's a decent hard product, and not bad for a 7 hour flight.

This report is so hilarious but so sorry you had such bad experience with US airway. I flew enovy to London last month and service is indeed the worst of all major player. I did feel the color scheme of cabin seems a little bit too South and out of dated. I was surprised too see they serve pre departure dink in glass instead of plastic up. Food presentation was better than I thought and a menu was provided. Sometimes it works to lower your expectation.

Yeah, they don't seem to have a good international upper cabin reputation..I have a domestic US Airways flight coming up. Will I be able to credit the miles to my United account?

@ Shannon M. -- You sure can, though after last week's United devaluation it's questionable whether those miles are more valuable.

Keep in mind that ultimately you can always redeem US Airways miles for travel on other airlines.

"One guy refused, and she said, “you don’t want better service?”"

Isn't that code for "Please make my job easier?"

That looks like a weird routing for a TATL or am i wrong?

@ Bene -- Seems we went a bit further South than originally scheduled, but don't see anything weird about it otherwise (unless I'm missing something).

I might send this review to Gordon Ramsay, it could spark a new TV series "Sky High Hell" or something of the sort................

In keeping w/ your Russian allusion, even Aeroflot is providing better customer service:
http://www.business-standard.com/article/international/russian-service-and-with-please-and-thank-you-113110200544_1.html

I fear that this kind of experience will be commonplace once the merger goes through

Ben, too bad you got bad service on the flight. I've had better service flying US transatlantic, but in my experience, PHL-based crews are definitely much better than CLT-based crews.

Phil to Rome this past week in Envoy and the service was horrible. No instructions were offered by the FA on how to operate the seats, TV etc. Didn't even get offered a wine choice with my filet which appeared to be seared at a factory and then steamed.Crew stood around in the forward galley and chatted until requested to move. Ceiling light by #1 was finally turned off several hours into the flight. I had envy of the food and service in coach but the lay down seats were excellent. There is a reason why its not called First Class.

I usually enjoy the well meaning pleasant although not always finely executed business class experience on AA. I find Your experience on US to be typical and far below AA's. And the food is sub par to American as well. We can hope US will use the merger to improve the business class product, and not bring AA down to their level. And the domestic 1st service of US is laughable.

Sounds like a pretty awful service experience. I suppose US management isn't big on enforcing/incentivizing fabled Souther hospitality 🙁

@ Bill -- thank you for the article!

Re the seat it's worth bearing in mind that Cathay tweaked the product to come up with theirs, which certainly looks to be an improvement over US Airways's. Props to them.

The service you described is nothing short of appalling. Did you have to bite your tongue throughout the flight to avoid retorting? I don't think I would've been able to contain myself. This kind of service particularly if you're paying a premium for it (whether in cash or points) would really make me angry.

Makes me wonder if its worth the extra money / points as we plan our trip to Germany this spring. BUT... don't trash a legacy airlines for the poor service and attitude and lack of work ethic and pleasant demeanor of its employees. You can "thank" the employees themselves and their Union that assures you of poor standards/service, and making it almost impossible for the airline to improve or remove these employees. I manage a large business with a union environment and experience this same frustration... what's worse is that these burnt out battle-axe employees set an environment that chases away the younger more pleasant employees leaving you with the dregs...

We have taken this flight before, as well as other CLT to Europe nonstop flights, and have had no problem using the $300 + 30,000 mile upgrade from coach to Envoy way far in advance. We have a flight from CLT to CDG in early April and have been calling every day to try to upgrade this way, and are told there are no upgrade seats available. There are plenty of Envoy seats still showing on their seat map. What has changed? Is this the merger? Has anyone else experienced this?

@ Ray -- It's a pretty common trend nowadays for airlines to hold back upgrade space longer and longer, often until the day of departure.

Thanks for the review, Lucky. I was browsing some options to fly to Paris and didn`t want to fly in Economy and almost canceled the whole trip because there was no availability in Business using AA or US miles.
After reading your review, I was horrified. Even Delta looks so much better now-I flew round trip to/from Asia recently, and their service and food was on par with Lufthansa`s First Class (not the lounges though). Delta used to be very, very bad. But this US flight was just as bad.
I am out of options to fly to Pars now. Looks like Air Berlin and FinnAir are bad choices as well, and I don`t want to use my UA miles for this trip in sake of a must trip on LH in First.
Any suggestions? Flying from DAB/MCO.

Hilarious! Until recently, my husband and I flew this airline regularly as it was the only direct flight from London to Charlotte. We too became so appalled by the charmless service from the unprofessional cabin crew that we changed to one stop flights with anyone other than US Airways. Typically, all we ever heard from them in coach class was 'Chicken or pasta?' as the plastic trays were hurled out by the passing steward. They aren't even the cheapest fares!

Fun review, and broadly consistent with my own experience. Ahh, entitled, untouchable legacy union employees. Gotta love 'em! Mainly because you haven't much choice.

Ben - Having reviewed your trip report, I have a few concerns.

1. Tilapia - its WHAT for dinner.

2. Did Kermit the Frog accompany Ms. Peggy?

3. Haven't you heard, the "self-service" model is all the rage?

4. How inconsiderate of you to interrupt the flight crew's social hour by redeeming miles for US Scareways Awnry class.

5. I don't know about you, but my cappuccino recipe also calls for a sigh and a yell to the galley.

You don't need to tell me about the US Airways employees. I worked at the Charlotte Airport for 2 years and have to say the employees at US Airways are the most miserable, mean, spiteful, self serving airline employees I have ever come across. They scream and yell and complain to services that don't even concern them. I worked valet at the terminal and every Sunday night a flight attendant would come out late to be picked up by her husband, obviously after her flight. First, she should know she can't get picked up in that area, but every time she would just start yelling that we took up to much space, that we were a nuisance, that she hated us, that we should move our operation, etc. She wasn't our customer, she had nothing to do with us....finally one day I walked up to her and directly said, "these are YOUR customers and they pay YOUR salary." I never saw her again. Oh - and never tell a US Airways pilot he has to move down to the smoking section outside the terminal to have one - they'll berate you for hours. I think it is in their training or something, because it is not just a handful, but the majority.

A question about the middle seats for a couple: can that divider be moved so you can actually chat with your neighbor (wife)? Play Scrabble?

@ Frank -- If you lean forward a bit you should be able to chat. Playing Scrabble may be a stretch, however.

Thanks, Lucky!

I flew BUS Air France to CDG couple of years ago and Usair Bus to CDG lastspring. What difference...light years apart in food quality and ESP in service. AF FA hung my jacket, called me by name, helped me w seat, stowed my CO...and the filet was butter! I was shocked at the blasé attitude of Usair FA....annoyed actually if I asked anything, very inefficient, and even surly. What a shame They not only don't take pride in their position but also act so unfriendly, irritated, and almost hostile.