Air France Premiere is the absolute best- no airline comes close....
it's expensive but actually worth it - especially if there are issues -
I’ve had consistently good service with Air Astana, both at the airport (regardless of whether it’s in Kazakhstan or an outstation) and when calling up.
Hands down for me is the worst ground service I have experienced lately is on LATAM. I don't know if the agents are outsourced or not, however their response was always
"The policy of the company is ....bla bla" or "La politica de la empresa es bla bla. Had to argue with the supervisor over bag fees (and I ultimately won the argument as she was clearly wrong).
Three weeks ago had a disagreement with a UA agent over bag fees at an outstation - horrible service and UA refunded the fees after email complaints and refund requests.
Good - borderline great service - I give to the AS Lounge agents. Almost always welcoming and helpful.
Korean air. They rushed me through the back parts of the airport and held a connection for me when my original flight was delayed. I was the last person to board, I really appreciated that.
If you are BA gold, you do get good ground experience. Website is fine (better than Swiss/Lufthansa) but the phone line picks up immediately and does solve problems. I find them consistently friendly and helpful (within the rules of what they can do). Likewise, at the airport, they are very good in the premium areas. I think their ground experience is better than on board where they have too many inexperienced crew.
With BA I feel like it's a very different experience for Gold and non-Gold people.
If taking into account things like apps and websites JAL would come near the very bottom for me.
Everything is just so clunky. For example simply looking up your own booking in the app you have to enter your booking ref, surname, first name, flight number, date of travel. The interface of their website looks like it is from 2007.
Shame because I love flying them.
For first class travel, Starlux just topped my list after this recent ground experience from Bangkok to Tokyo via Taipei. There was a concierge who emailed me month ago about what kind of ground service would be offered on my flight. Bangkok was one of the lucky out stations with limo service, and once I arrived at the airport, there were two staffs waiting for me - one assisted with the formality and one with luggage. My check-in baggage was even stored inside a special case (really unnecessary for my Away suitcase), and there was no queue at all. Then I was brought to the lounge (the lounge at Bangkok was well another story.). Then when it was boarding time, the same agents came again and the kind guy even asked if I need help with my small duty free bag. Arrival in Taipei was even better. A golf cart drove me to the secret entrance to the Huan Yu terminal, and an immigration agent immediately processed my entry. Then I waited for my baggage in a comfortable lounge. I could order as much food and drinks as I wish. I was asked if I wanted to wait a bit or go straight to my hotel after my bag was delivered. Departure from Taipei was even more amazing. The VIP team of Starlux and the usual staffs waited at the entrance, as my limo arrived at the terminal. No wait for anything - I went through security and immigration within literally minute. Then I enjoyed a pleasant breakfast and some quiet space before it was time to board. Arrival in Tokyo Narita was great. Even as I was transiting back on the same flight, the two agents escorted me all the way back to the gate for the boarding pass, and the older agent spoke perfect English and used to work for JAL, and we had some pleasant conversation.
For business class, I think Cathay is the best in Hong Kong (but SFO is the worst with truly rude agents and who refused to speak Cantonese with me, despite his ability to do so).
Honestly I still like a printed boarding pass. So despite I like Alaska agents, I scored it the worst because their stupid check in kiosks won't print one out. So I made an effort to get a printed boarding pass at the gate (if I don't have check in bags) because i wanted Alaska to know that some passengers still wanted printed boarding passes.
With automation, I feel that the agents were even worst than ever when they need to talk to passengers. First they were often overwhelmed if they need to talk to you, as there was something wrong with the computer. Second, they no longer know how to fix things. The agents in the past had plenty of experiences with various typical issues with tech delays and cancellations, and know how to actually talk to a human being. I don't need the bowing, but at least a basic respect on a conversation between two human beings.
IMHO western airlines are generally a mixed bag. Some employees are great and have goodwill to work within their framework. Some are just downright awful, probably without any motivation for their job. I had my fair share of amazing and aweful customer service experiences on United and Lufthansa, but you never know which employee you get. Asian airlines are very strict by the book, which has up- and downsides. One thing I will never forget (and never heard of it online), was my Star Alliance Gold qualifying flight on Asiana, as an Asiana Club member.
I was travelling HAN-ICN-FRA. In HAN they randomly got me out of the Economy check-in line and directed me to the Business check-in. While I did not get an upgrade, they provided priority stamps and a lounge voucher for HAN. On board they put stickers on the two seat next to me in my row so nobody can sit there. I was mightily confused. The F/A said it was for "security", but once in the air I could lay down 😀 poor man's business class. On the next flight I didn't get special treatment tho. This was 8 years ago.
I think the service depends a lot on what class you are flying. LH FRA FCT is awesome, from the moment you get there (rental car valet) to the last moment (tarmac ride to the plane). LH FRA economy - not so much. You are basically cattle, passport and security checks are inefficient, gate agents don't give a damn about anything, etc.