Qatar has the best service. In Doha you will found people all over place, who will assist you. World Class ❤️
Generally on a non eventful flight the interaction I have on the ground is with lounge staff, if there's a lounge. That's simply scanning my BP. At the gate some gate agents are horrendous at boarding which causes a total cluster once boarding begins. Even generally that can be tolerable.
What is important is when things go sideways and the information on the app isn't enough or you can't change travel plans on the app. That's when a good lounge staff or gate agent comes in. The number of gate agents that seem to think passengers (this is on AA) have no right to know what's going on is astounding.
I've had nothing but condescending and rude service in the air and on the ground from Delta. I utterly refuse to fly them, and I honestly don't understand why people like them that doesn't involve reasons other than hub captivity or traumatic brain injury.
Meanwhile I've had the exact opposite experience and it's why they are my #1 choice for domestic and short haul flights (and I have no problem choosing them over international carriers from time to time as well). I've had awful experiences UA and especially AA (I avoid AA at all cost). It's incredibly subjective and more often than not comes down to luck and context.
I have generally had excellent service from the United ground staff at LGA.
Yes...LGA.
There was a now retired agent, Mary Ellen, who would pre print my boarding passes for me and have them waiting on Monday mornings.
The lounge staff were always very helpful and almost always said that it was nice to see me again.
Not that I ever ask for much but it is nice to be recognized.
Ground service at out stations is usually 100% outsourced. Those employees are only trained to check in and board. Not much else.
LH Group has for HoN the best groundservice. I allways use the FTC and at Interconti destinations is Allways Perfect ground Service with Personal Assistant
I think it's not realistic for any sufficiently large airline. The ground staff have too many people to deal with that are rude, confused, often both, etc.
Possibly something boutique like JSX? Or La Compagnie? I've never flown either of them, but would hope that their entire experiences are top notch.
Lufthansa is zhe best. Always
I have spent an unreasonable amount of my life on airline telephone lines. Enough, at least, to conclude that every airline has developed its own national philosophy of customer service.
Some believe the customer is always right.
Some believe the customer is an inconvenience.
Some believe the customer is a liar.
And some appear to believe the customer should have been able to do it online and therefore deserves whatever happens next.
Emirates Skywards Gold
The Emirates Skywards Gold line has always been exceptional. And, with the better agents, it still is.
The slight deterioration is that you now occasionally get the feeling that you have reached the Gold number without necessarily reaching a Gold agent.
The great Emirates agents are superb because they understand something that seems to have been removed from most modern customer-service training: the point of a rule is not necessarily to worship it.
They use judgement.
You say you want the cheapest Business Class seat next week, leaving from any London airport.
They look.
You say you don’t want a busy cabin.
They understand that you don’t want to sit in the middle of a hen party.
You need a last-minute chauffeur change.
They change it.
You’ve got a travel-agent-issued ticket and need something altered that technically shouldn’t be altered.
They find a way.
There is a lovely Emirati can-do quality to it. Not “let me explain why this is impossible”, but “let me see what I can do.”
Most importantly, you feel you’re speaking to a person.
Then occasionally you get the other sort.
The sort who has clearly been trained to obey the system so perfectly that if you told them the aircraft was on fire, they would ask whether you had tried restarting the app.
The regular Emirates line is where this becomes more apparent. And the contrast is extraordinary.
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British Airways
BA has perfected the art of making you feel looked after while absolutely nothing is happening.
Unless you’re Gold, getting through can take long enough for your original travel plans to become historical events.
Once answered, however, they are unfailingly eager to help.
This is the problem.
They want to help enormously.
They just don’t seem to know how to do it without putting you on hold.
You explain the problem.
They understand.
Hold.
They return.
They explain something which isn’t the problem.
You explain again.
Hold.
They return.
They have apparently spoken to someone.
Hold.
They return.
They now understand the problem.
Hold.
Eventually, the problem is solved.
You have aged visibly.
There are UK and Indian call centres, but remarkably, the experience is broadly similar. The British agents merely add the national speciality: emotional support.
“Ohhh, I’m so sorry you’re having to go through this. It must be awful.”
It is.
It would be slightly less awful if you could change the bloody ticket.
The British agent sounds like your mother after you’ve fallen off your bicycle.
“Oh darling. Are you all right? That must have been frightening.”
Yes, Mum.
Can we now get me onto the flight?
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East Asian airlines
East Asian carriers have perhaps the most sophisticated approach to call centres.
They have decided not to burden them with the expectation of actually being useful.
The telephone number exists.
That is enough.
You call because the website couldn’t do something.
They tell you they can’t do it either.
You explain.
They explain.
You explain again.
They explain again.
Nothing happens.
It is less a customer-service department than a ceremonial telephone ritual.
The underlying philosophy appears to be:
If the website couldn’t do it, why would you think we can?
And if you complain, they will compensate you.
Technically.
£6.43.
Not because they think you deserve £6.43, but because someone has calculated that £6.43 is the precise amount required to demonstrate that they have heard your complaint while ensuring that nobody becomes financially excited by the experience.
They really are call centres for vanity.
“We have a telephone number.”
“Yes, but can it help me?”
“No.”
“But why does it exist?”
“We have a telephone number.”
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The Americas
The Americans are actually quite good.
Things get done.
The problem is that they occasionally make you feel as though you have asked them to personally row the aircraft across the Atlantic.
There is a particular American customer-service tone which manages to be both helpful and faintly accusatory.
“Absolutely, sir. I can take care of that for you.”
Wonderful.
You think you’ve found a human being.
Then comes:
“Just so we’re clear, this is outside the normal procedure and I’m making an exception.”
Ah.
Thank you.
You now feel as though you have been granted clemency by the Governor of Texas.
Or:
“I’ve gone ahead and done that for you.”
Thank you.
And there is something in the delivery which suggests they would like you to understand that they have just personally fought the federal government on your behalf.
They are efficient, though.
And this matters.
You may emerge feeling that the agent has slightly resented you, but your ticket has been changed, your seat has been fixed and the problem has disappeared.
Which, ultimately, is what you called for.
I’ll take a successful transaction and a mild personality conflict over two hours of European emotional theatre.
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Air France
Air France is the great mystery.
They are flexible.
They understand.
They want to help.
They simply appear to believe that urgency is an American concept.
You make your request.
“Certainly.”
Hold.
You wait.
And wait.
And after a while you begin to picture what is happening.
The agent has put the telephone down.
Had a cigarette.
Had an espresso.
Spoken to a colleague.
Had another cigarette.
Perhaps a small lunch.
Discussed lunch.
Returned to the computer.
Decided to have another espresso.
Then:
“Zhank you for vaaiting. I vill be right back vith you.”
And off they go again.
Eventually they return and explain that they can’t take the change fee over the telephone. They’ve sent you a link.
Fine.
You pay.
Nothing changes.
So you call again.
And explain the entire story to someone else.
Again.
I once missed my return flight and simply wanted to move onto the next flight, which was four hours later.
Two of those four hours were spent making the change.
At that point I wasn’t really a passenger anymore.
I was working for Air France.
I expected them to ask me to process the next customer’s ticket.
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Alitalia
Alitalia was different.
Alitalia was less an airline than a long-running experiment into how long a bankrupt national carrier could continue operating if everyone simply agreed not to discuss the matter.
“We’re going bankrupt.”
“Yes.”
“Don’t bother with the Etihad lounge.”
“Fine.”
“Food?”
“Possibly.”
“Business Class?”
“You should be grateful we’re taking you.”
And somehow this continued for years.
There was a wonderful Italian optimism to it.
The financial situation was catastrophic.
The airline was collapsing.
The product was deteriorating.
The future was nonexistent.
But somewhere in Rome someone was still saying:
Dai. We go again tomorrow.
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Air India
Air India is bureaucracy without the consoling possibility that bureaucracy might eventually produce something.
One letter wrong in the name?
No.
Can you change it?
No.
But it is clearly the same person.
No.
Here is the passport.
No.
Here is the booking confirmation.
No.
Here is every document known to man confirming that I am, in fact, me.
No.
The computer says no.
And the computer, in these circumstances, has more constitutional authority than Parliament.
There is something almost beautiful about the commitment to the principle.
A human being may be standing directly in front of you, passport in hand, explaining that their own name has been misspelled.
But somewhere in a server farm, a database has decided otherwise.
And so civilisation stops.
⸻
So who is worst?
Europeans probably win.
Although I remain fascinated by the East Asian approach.
The Europeans say:
“Of course we can help.”
And then spend three hours helping.
The East Asians say:
“Of course we have a telephone number.”
And then spend three minutes explaining why you shouldn’t have called it.
The Americans say:
“Absolutely. I’ll take care of that.”
And then take care of it while making you feel they have personally secured Congressional approval.
The British say:
“Ohhh, I’m so sorry.”
And put you on hold.
The French say:
“Of course.”
And disappear for a cigarette.
Air India says:
“No.”
The computer has spoken.
And Emirates, when you get one of the good ones, simply says:
“Sure. Let’s see what we can do.”
Which, when you strip away the miles, lounges, chauffeur service and gold cards, may actually be the greatest luxury an airline can offer:
someone who understands that the purpose of a rule is to serve the passenger, rather than the other way round.
Qatar in Doha was great during IRROPs for me. Our SYD-DOH leg had a diversion to SIN because of a medical emergency. An A380 load of passengers missed their connection when we landed late in DOH. QR had a huge team of people waiting for us when we stepped off the plane. All holding signs with passengers' names on them, and they had already re-booked us and had our new tickets, hotel vouchers, and transportation all ready to go. They even put us on a Lufthansa flight because the next QR flight was sold out in business class (now that was a downgrade ha).
I noticed economy passengers got a similar experience. It was really impressive all things considered.
If you’re a somewhat frequent and experienced traveler and just trying to get from Point A to Point B as efficiently as possible including IROPS, the best ground service are without a doubt US airlines. The apps are great across the board, especially United. Delta and Southwest are up there too when it comes to IROPS. When there are delays or cancelations, you are able to rebook yourself quickly without having the need to call or go to an agent. During times that you do need in-person help, sure the agents are sometimes rude and surly but I find that in the U.S. they are typically empowered and willing to extend exceptions. Club agents are especially super experienced and can figure out backdoors and alternatives quick. Some of the best global airlines in the world crumble during a non blue sky day or if a customer has a request even as simple as a seat assignment change. The U.S. carriers do not get enough credit for this.
I second Virgin. It has the best phone agents, check-in staff and lounge staff. The Clubhouse in London is my second home and the upper class wing is quite nice.
I recall 15 years ago waiting for a flight near the USAIR customer service desk in Philadelphia. There was a long line of people requiring help rebooking after multiple flight cancellations. At 10pm a customer service agent yelled, "This counter is now closed, if you need help you will have to go downstairs to the check in area." No warning and those in line were very upset some having waited in line for over an hour. A screaming match ensued and the police were called in. Things have improved a bit, the workers at the airport, for the most part, are satisfactory and occasionally go above and beyond. Having seen employment posts for airline ground staff, it's pretty obvious that they are the low people on the totem pole, the pay isn't great and despite technological advances, they have more and more responsabilities than before. Paid seats, baggage fees and other ancillary products slow down the check in and boarding processes more than ever despite pressure to board flights faster in a shorter period of time.
The most difficult ground service job is the person handling lost/mishandled luggage, and they often aren't helpful and have stock answers to most simple questions. I feel badly for them having to face very angry passengers everyday,
US airlines rightfully deserve a lot of criticism, but they are world leaders in terms of app functionality and web UX. United is the best of them IMO. Much more impressive than what you get from most of the middle eastern and Asian carriers. If that counts as part of 'ground service', then they deserve some points for that.
Air France first class the best service worldwide on the air and on the ground
Talking about ground service we have to include checking luggage, which in many airports typically starts with a self-service machine where you may need help from an agent then move to an agent to deliver the luggage and since for a few years now this process has been blurring the line of having a priority line benefit for elites. I wish Ben did reviews that included checking luggage as it’s part of flying for many people and he would get to interact with these wonderful agents.
A few years ago, I was traveling from SLC back to TPA on DL via ATL (of course). I was in First and also in a wheelchair due to an injury. This was first flight of the day. The ticket agent had paged and paged for someone to take me to security and to the gate. She gave up, closed the F Class check in position and personally took he through security and intruduced me at the gate as " Our very special Sky Priority passenger today". So kind and I will always remember her seizing the moment for great customer service.
Alaska has the best ground staff in the US. Their telephone customer service is pretty good also.
Delta ground staff are usually ok but it greatly depends on the location. Minneapolis is good. Boston is bad.
Most of the times I hardly see any ground staff anymore as lots of airports and airlines have on-line check in, check in machines, bag drop machines, self scan for boarding passes, self scan for lounge access, and so on. Only when all goes wrong I may still meet a human for assistance. I actually can't think of any airline that has a dedicated ground experience that makes me book them more often just because of it. And that is in part because a lot of the ground experience that still involves humans isn't controlled by the airline. A long line at security or immigration and meeting a grumpy and incompetent agent? Not their fault. Standing in line for over an hour to drop a suitcase, while all the check in desks are opened and staffed, simply because half of them are occupied by travelers with unexpected issues who need special assistance? Just bad luck, I guess. Not enough seating around near the departure gate? Outside the US, terminals and gates are often not dedicated to one airline. So it's the airport management who's to blame here. And so on.
Lufthansa and British Airways definitely have a bunch of ground staff that should never be working anywhere near people at all. In fact, if I never had to fly BA again, I'd be happy. Their staff at JFK is by far the worst I've ever met.
When it comes to Japan, I think you make the classic mistake of confusing friendliness with politeness. They're extremely polite, but as you write, they just perform their duty. But being polite is a big part of their culture, and thus expected from every employee.