Earlier in the year I had the opportunity to fly Oman Air business class, and I had an incredible experience. I loved how "local" the experience felt, along with Oman Air's excellent business class seat (both the old seat and new seat are industry leading), their great catering, etc. I've long been intrigued by Oman…
Continue reading: Review: A Very Disappointing Experience In Oman Air First Class
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The only difference was the expectations you had going in.
For satisfaction and happiness, look within.
This was a really good review. Sometimes I get sad reading Lucky's reviews where everything seems to go smoothly for him, when in my experience that rarely happens. It's nice to know I'm not the only one for whom things don't always go as planned. And it's a good lesson learned to take printouts of everything -- even though it may not have helped with the meal ordering, at least they didn't think you were making it up.
I don't really know what to make of this review, I guess it shows the horrors the top 1 percent-ers have to go through in their daily lives. I mean - no caviar? That would be a deal breaker for me, even with the personal chef in the lounge and transfer in an S Class MB. LOL.
A very informative and fair post.
By the way, sorry for being pedantic, but what was fail #3?
@ Charlie McMillan -- I don't think that's the point at all, though. It's not necessarily about what is and isn't being offered, but rather about them delivering on their promises. I don't think John would complain about the lack of caviar or free wifi if it hadn't been advertised. It's false advertising, plain and simple. Having flown Oman Air business class, I see no difference whatsoever between the soft product offered in the two cabins.
Expectations were very high, whether warranted or not, so I definitely understand. For example, I flew QF F SYD-DFW last week and I was pretty "meh" about the whole thing. After the fawning in the blogosphere regarding the F lounge in SYD, the food onboard, and the seat, I was expecting something glorious; instead, I received pretty standard service in an above average (but in no way superlative) setting. Was it bad? No, but not worth the stress and consternation of obsessively trying to find award space.
All of this is to say that it seems that while Oman Air promised a lot and failed to deliver in multiple small ways, none of what was reported was catastrophic. It appeared to be "fine."
Good review. If they weren't expecting you on the initial flight, many of the fails seem to add up. No wifi codes, no car transport for you, no prebooked meals....
1. Maybe they don't roll out the first class carpet unless they have a first class passenger. Since they didn't know about this ticket (apparently) the didn't roll it out until something happened behind the scenes. 🙂
2. Why would they even have a different lounge section for first class if they don't have very many first class passengers in the first place. It's not like they won't survive slumming it in the business class area 🙂
3. I think you now know why you "happen" to be the only first class passenger on these flights. It's not worth the extra money it seems.
What a terrible trip! I would go crazy. Basically they didn't offer any type of service that First Class offers. I think the worst fails are the initial check-in, and that terrible meal in your second flight.
I feel like this a majority of these problems (catering on the second flight, lack of transfer on the first flight, maybe even the lack of WiFi coupons) could be directly tied to the fact that your ticket got screwed up and had to be fixed at the airport. I dunno if that's the case, but at least playing devil's advocate a bit. I'd wager you could probably call and complain about the missed services and get some miles or a voucher or something.
Also, while these are all totally first world problems, when you're promised something and pay the agreed upon price (miles, cash, blood) for that something you should get that thing. While I generally agree, your life is not tangibly affected by the lack of caviar and wifi on these flights, you should have received it as promised.
You come across as a negative person, or even angry. I definetly agree that ordering a custom menu and then not getting it is highly unprofessional, but you really point out all 'negative' points, and the positive ones don't get nearly as much attention. For example, to "review" the breakfast with literally three (!) words, is not really what I expect when reading a review.
Yup. OMAAT reviews are often positive (unless it was MU) and real life is somewhat more balanced. I love LH, but could live without QR or QF, for example.
I would be interested to know how the airline responded to being advised of the numerous service failures. Sometimes the recovery can make a big difference.
i dont understand the rip into Lucky, "For satisfaction and happiness, look within.", "You come across as a negative person" kind of comment is just ridiculous! ". Expectations were high because Oman Air made it so, over-promise & under-deliver is just like Luck said so. In this sad millennial mindset, we only point fingers at victim, not the culprit.
As an aviation enthusiast I'd like to give a big word of Thanks to John for reviewing and Ben for posting. Oman Air First Class is one product with very limited information on internet while there are so many Business Class reviews (including mine myself). I don't think John was deliberately being negative at all - First Class fares on Oman Air are pretty steep high compared to other airlines (but usually heavy regular discounts on Business; an irony) and this review really showed how the airline focuses a lot on Business but not First. KL airport mess, First lounge inaccessibility, no promised caviar service, mediocre quality food onboard, no promised wifi, limo transfer not arranged... I'd feel the exact same way as John does. That food thing on MCT-LHR is totally unacceptable - otherwise he could have enjoyed a great (hopefully) dinner at the First Lounge, which seemed to be like the only positive thing about the experience.
Once again, a great review and sorry for the overall experience. I was also thinking of collecting enough Etihad Guest miles to redeem on Oman Air First - and it proved something. May be as John said once the brand new B787-9 comes with the new product they may focus on the service greatly. Now - definitely doesn't look like the right time.
As someone who admires Oman Air's Business Class product, it was shocking to see such a contrast!
Great review. I like that it's a real world experience, not the usual Ben's trip reports which look more like ads.
Some are saying that most of the fails are likely because the ticket was screwed up. But wait - why the ticket was screwed up in the first place? There apparently was no schedule change, it was not a complex partner's mileage redemption, etc. It was a simple ticket purchased directly from the airline. It should not get screwed up! And things like lack of advertised caviar or free wi-fi on both flights - this is not due to the ticket. There was no caviar on the menu. The airline stopped offering that, but did not care to remove it from the website. And don't day it's not a big deal or a first world problem - it is a big deal to sell something and get the money, but fail to deliver.
By the way, I'd strongly suggest John to write a complaint feedback to Oman Air, with this report as an attached link. Speaking out of experience, once Oman Air closed check-in counters an hour before the departure time in Cairo, as contrary to their website indicated it would close 45 minutes before. I was late and turned up just at 45 minutes before departure, only to find out that they were empty and I ended up missing the flight. Luckily there was another flight leaving 6hrs later so I waited, but I had to pay a hefty penalty, even though the website still indicated the closure time as 45mins. Later I wrote a feedback to Oman Air from their website about the experience, and although I didn't expect any reply I got a call from their Muscat head office three weeks later. I was apologized for my inconvenience and told me the team has corrected the information on their website, and also promised me a full refund for the penalty which was returned back within three days. I was actually impressed that Oman Air did take my complaint seriously (also attached my blog link as well, so that could have been a factor I'm not sure). I think it's worth give it a try, mention that the airline did not keep the promises as per website. If successful I'd love to know what their response would be too. Sorry for writing long.
LOL'ing at John passing on and leaving his children musty leather amenity kits with shriveled ear plugs and disintegrating tooth brushes...
If the reason for all these screwups was simply because of the ticketing issue—and remember that he was the only first class passenger—why was any of the standard (listed on the menu) food for first class loaded to begin with, and why did the attendant on the second flight say that free Wi-Fi was only a limited-time promotion (I.e., no wifi coupon even if there hadn't been an initial screwup)?
I also really enjoyed this review. Oman Air is also on my list of products to experience some day and after reading this review: 1) Would take extra effort to firm up the reservation - especially after John's documented experience. 2) Would go in with both eyes open as to what to expect. It is the only second review on Oman Air I have read and obviously they can fail to deliver. Also, despite the failures there are some cool and unique elements of their product even when their not on their best day. John, thanks again for thoroughly documenting your experience. Lucky, I appreciate you including this post. Jimmy
Also: it's surprising how many people here are absolutely fine with not getting what they paid for.
@Steven
Most of this was caused by the behind the scenes screwup. He should have a follow up review where they were prepared to serve that cabin.
Too bad you missed the 15 minutes choice of head/neck/shoulders, Thai, stone therapy or jetlag massages. You sure could have used it.
Business class is 6 across, that's the main difference. Your breakfast was the same as J class. It seems the supervisor in Kuala Lumpur never notified the appropriate office of your confirmation as a F pax. Therefore, catering didn't get the go ahead to cater properly. The apologetic FA was putting a show for you. How could they not notice the carts didn't have the class of level catering?
Wow thanks John for a comprehensive review and similar to you, I have been trying to see if I can ever fly Oman Air's first class, which seems to imply a top notch product. It is clear that there is no need to waste money on this type of product, that is barely better than business class. I want to remind readers that business on the A330 is also 1-2-1, similar to last generation of first class flat suites. The difference really lies on the software, which is the ground service, the lounge, and the actual food.
My theory is that since Oman Air never discounts their first class product, it really gets little business. That's why the service becomes water down, as less people use it. I can look past many deficiencies in KUL, but the first class lounge service in Muscat is a major failure. The lack of menu looks pretty bad, especially it seems that it is a totally on demand dining in the F lounge. I will be very irritated too when you pre-order meals on the flight, and they fail to deliver. That is unacceptable because you have already set up expectations with the guest. If that pre-order service is not available, don't have it out. I think IT at Oman Air is another failure because the website is simply inaccurate about many things.
John, with his hospitality background, surely understands how the industry works so his opinion actually matters. They speak loud about a product that is over-promised and under-delivered. That might explain why no one is actually paying for that service. I hope Oman Air, which is unlikely, reads this report and thank you John for sharing this report. I have been waiting for an Oman Air first class trip report for a long time.
Thanks,
Adrian
I really enjoyed this review. All the commenting rabblerousers either never fly F, don't care about being sold a bill of goods, or are just downright green with envy. Perhaps a combination.
After all, I'm sure none of them would care if they bought a Cartier watch, and Amazon delivered a Timex instead. I'm sure all of them would say, "meh, what's the difference anyway--they both tell the time, bro."
Yawn.
John: Bravo! A simply wondrous review. My husband Stev and I will be sure to visit the motor inn you manage when we are in town.
Lucky you could learn a fair bit from this guy. Really enjoyable article. Well written. A proper critique of the airline. It beats the headphone talk, cappuccino pictures, crew were amazing/phenomenal/outstanding [for no apparent reason] comments.
Good stuff. Give him a slot.
@Steven L. - "...it’s surprising how many people here are absolutely fine with not getting what they paid for."
Spot on, sir, spot on.
And for those wondering if it's a ticketing issue, Steven L raises a good point: how did they know to cater first at all, considering John was the only person in first?
And how did John get a reminder email from Oman Air a few days before the flight if he had no ticket?
Ben, the people demand answers! 🙂
@Bobby Dooley - "My husband Stev and I will be sure to visit the motor inn you manage when we are in town."
Why visit the motor inn when you can just stay in your mobile HOME?
Stay tacky.
Very well written review. Would love to see more from you. Don't let the haters discourage you. Why are they even reading this site if they can't handle the content? My advice: Get lost.
Great review and Oman Air is off the list. Will be flying EK and Qatar in the next few months long haul (SEA-CPT) and have heard good things and bad things so have some expectations.
Not having the pre-ordered meal available is a huge negative - especially when you don't eat when you can as you are waiting for the great meal ordered. And then to discover NOTHING on the flight. Reminds me of the time BA had a problem with catering and we flew J from YVR-LHR-AUH with NOTHING TO EAT OR DRINK for 21 hours. Not a good way to treat passengers in expensive seats.
BA did nothing to compensate until I found out that Y passengers (with no expectations) had each received 50,000 miles compensation. It was a lengthy process to even get the Y compensation. Again, not a way to treat a J passenger. Guess why I don't fly BA any more?
So hope Qatar is good and that the EK flights from SFO-DXB-CPT are as good as our flights previously from JFK-MXP.
My guess is nobody actually flies Oman first-class except for government ministers and other VIPs. I think that is or was the case with the Saudi and Kuwait airlines.
Caviar a deal breaker? It doesn't appear that you are 1%, as someone insinuated, ("kiddies, grannies, butt seats.." characterize your observations), so expect it was a huge fail because it is the only opportunity to experience it for you - on free F or discounted (steep) fares. Was everything delivered as advertised or expected? No, but that is the way it often is in the world of service, hospitality, travel, etc. Those of us who have flown and sampled many different F products agree that while the experience is better than economy or biz, and can be very enjoyable, to put so much energy into labeling it a complete failure and making decisions based on one experience (or based on someone else's experience- i.e. Lucky putting Oman on his "no fly list" lol) it missing the purpose of travel. That is usually held for the destination and experience of the destination itself and thus a disappointing flight is just that, but your experience does not sound like a "failure". Good review, but tone is a bit like a kid getting a pair of Nike shoes from Mom, but not the ones that all the cool kids have.
Love this review; and love Lucky's work as well. I can't believe the knockers and moaning from some readers. This is a FREE website, people. Stop pissing on Lucky - he is a compelling writer with engaging reviews.
Thanks everyone for the nice comments. And thanks Ben for the opportunity to post here.
I submitted my complaint to Oman Air today via their online feedback page. I'll advise via Ben of any reply/resolution.
Cheers all.
You have a right to be upset if you dont get what you pay for. This is true In the third world or first.
It's highly disappointing when a large amount of money is spent. I am sympathetic as small service failures tend to compound when repeated.
@shanti,
Wow, what a sexist thing to say...why must you associate cranky behaviour with someone having their period?
Apparenetly john had a heavy period. Oman airlines had to remove seat and carpet. Now thats heavy babs!
Oman is in dire straits when it comes to money. It is the most skint in the region.
I think this is showing now.
Can someone please moderate some of these offensive comments from the usual gang of jealous idiots who continually post the same sort of rubbish day in, day out! It would be a much more pleasant experience for the rest of the readers/posters.
Wow, I would be inclined to ask for my money back. This was maybe a C experience, maybe.
Excellent review John. Ignore the negative comments. For those of us who are fortunate enough to travel regularly in premium classes, the little things mean a lot. I flew Oman Air on several trips a few years ago and loved the business class seats. I have just returned from a Europe - Bangkok roundtrip in Oman Air business class and (despite what Ben thinks) the new seats are horrible. They are so narrow that it is uncomfortable at the shoulders, there is practically no storage space, the shelf is so narrow it is a joke - it is too narrow to take the drinks glasses they use.
The wine list you posted is identical to the business class list with one addiitonal choice in each category. As an aside I was intrigued by the Italian dessert wine - don't bother it was not very good at all.
Muscat airport is total chaos and the way they handle wheelchair passengers is a disgrace. Hopefully, the ground experience will improve once the new terminal opens.
Perhaps some airlines just aren't meant to offer first. When you've got a superior business class product compared to much of what's out there in the market (APEX suite) it would make sense just to focus on delivering the best possible experience you can with what you've got. Sorry your experience was such a bum note...
@TheRealBabushka
Ask Frau Schlappig about introducing period related complaints on this website. To give her some credit, she was drunk at that point. Maybe an old woman being drunk is cute?
Why would Lucky moderate comments when he gets paid for the number of comments readers make. Duh.
The comments are half the fun anyway.
I thought this review was great, nice chance of pace and kept me reading.
@Alexander: No, this is more like a kid paying the shop extra money for the Nike shoes that the cool kids have, and the shops take his money and give him a cheaper pair of Nikes. Can you not see the difference? If he'd won a complimentary Oman Air flight he'd have nothing to complain about, but when you pay your money for advertised products and services and don't get them, that's fraud. Simple concept.
"Does this not look like a very unflattering caricature of an Omani man?"
Have you seen many Omani men? I'd say it's spot on.
Yup.
I had a very similar experience on Oman. Arriving at LHR from the US I went to the transfer desk to find the Oman counter and a boarding pass. While there was an Oman sign, the BA and Air India team at the next desk said there was no Oman agent available. Fortunately for me I read Lucky's review of the Gulf Lounge at LHR which is used by Oman passengers. I presented by ticket conformation to the lounge agent and was admitted, but she had no idea how to secure a boarding pass for me. Finally the Gulf Airlines lounge manager came and he knew the phone number of the WY manager who he called. She was working the check-in counter and indicated the had no personnel for the transfer desk. He walked to the check-in counter and retrieved my boarding pass. By the way, Lucky is correct in that the Gulf Lounge at LHR is very nice and the Nespresso machine in the Oman lounge is really cool.
My experience in business class on WY104 was similar to John's. It was OK, but nothing exceptional. There were no first class passengers which resulted in the first class section turning into a crew rest/party cabin which was visited by several men coming up from the economy section....strange.
I also pre-paid my visa, but had no trouble transiting immigration; it was seamless.
Everyone needs to keep in mind that Oman is a very small airline in a small economically challenged country. Oman Airlines has received massive subsidies for several years and is now experiencing significant cut backs in those subsidies, the result of that is what we are seeing. That said, I agree with John that if they are not planning to offer a service, they shouldn't advertise it.
Comparing to Oman Air, at least Thai Airways give me a fair service and catering with the 40, 000 united miles (although still bad)... I had written a report about the disappointed service in Chinese on the flyertea.com:
http://www.flyertea.com/thread-877295-1-1.html
Feel so funny when the lousy details showed in such a manner. (I really have the sense of feeling that 'r u kidding me?')
Wow. I just read this review and sorry to hear of your experience. I know there are 2 MCT-LHR flights a day. WY103 flies in the wee hours of the morning whereas WY101 flies in the actual afternoon. I wonder if the service and meal may be different had you flown WY101? I've flown Oman Air business class several times and have actually been saving sindbad miles to redeem for Oman Air F in 2018 though now I'm not sure what to do with these miles.
Before reading this review, I didn't know Oman Air provided First Class service on its KUL-MCT route; I thought it only sold F seats on MCT-LHR route.
Do please let us know how the airline responded to your concerns.
Hi all, I am happy to report that I have a resolution from Oman Air that I am very pleased with, however I am still awaiting some further communication. I expect to be able to post a follow-up report within the next few days.
This person is an incredible whiner. I take it he has never had a bad day. By the end of the review I was rooting for more circumstances to piss him off. He was really pissed the meal service glitched? What a whiner.
Hi, Ben. Wow..a very negative review on this one. A loy of frustration and fail promises. However the Oman Air cabin still delivering a good service at least.
Regards..
Atleast you got some food , even though I was a J Class Pax , I wasn't catered anything on any of the 3 flights ! IMAGINE J CLASS PAX! While Y Class Pax were nibbling into their buns....If you miss your flight , Boy! It's a COMPLETE NIGHTMARE! We were made to stand for 3 hours with NO Special Priority and to add fuel to the fire,1 of the pax was downgraded to ECONOMY CLASS! And one point to note , WY's Y Class Catering is better than J Class..... Lol , I even don't understand their concept
Hey i am telling u right now oman airs first and buisness class is superb. I never expected this service. Try their 787 it's classy
And also the new airport is to be opened now. It's gonna be superb. #LOVE OMAN AIR
Is the world fair? Maybe yes, maybe No.
Is this review fair? Not at all.
Why should you have such high expectations for others and not yourself? Why do you think that you should deserve something just because you payed some money and didn't even show the least amount of thanks or respect to the ones that helped and cared for you? Do you stupidly think that the world spins around you? Like how a master should act towards a slave?
Imagine if you are the flight attendant caring for that passenger, and you treated him nicely with respect, but did not get much from him, and found out that he wrote a review about you and your company saying how your treatment was lacking. What would you feel? Why would you ever daftly imagine that you deserve good service while not even showing any appreciation and esteem for their work? Oh no, fellow, you were born into an environment so noble and wealthy and did not face the fact that only when you work hard you earn; you never even faced a bit of hardships or anything uneasy of the working class. You probably do not know the restrictions of flight attendants. Look at this website (which you posted) https://www.expressen.se/nyheter/the-truth-about-the-luxury-of-qatar-airways/ and you shall understand. I shall say that you should not deserve anything good; when you doesn't even have room in your heart to appreciate what others have done for you.
Look at you. Look at yourself in the mirror. What parts of economy have deceived you? Why can tens of millions of people face it, riding in it with a happy face because they deserved it? When you fly business and first glumly just because, let's say that the attendant reacted a bit of slow when you pressed the button, or because of the small legroom? How are you special? Or answer me straightforwardly. How are you better than other men and women? Do deserve the better? No, idiot.
Let a poor worker ask you. Let's say a mailman in China, who averages no more than $400 for salary (by month). When he travels, he travels by the slowest and cheapest train, buying the poorest ticket, or buy bus. By air? Are you kidding me, fool? That's his dream! Right, tickets in China are quite cheap. But a ticket from Shanghai to Beijing would cost at least 1500 roundtrip, and regular tickets can reach 3000. So if he wants to travel there, he would need to save around 180 a month. And what are you doing?
I don't see the fairness in points. Look at it this way.
When you buy something, you get it back, or more of it back in points, which are of the same value. So a man that does not know points can go on an airplane ride to somewhere, but the guy with points can go round-trip. But is it deserved? How proud is that!
"Hi all, I am happy to report that I have a resolution from Oman Air that I am very pleased with, however I am still awaiting some further communication. I expect to be able to post a follow-up report within the next few days."
Would you like to share the info? That'll help the readers consider to book the new B787-9 with them or not!
A crap airline. I had enough points to get a smartphone in 2015 but they told me I had to collect it in Muscat. They would not send it to me. I complained and got blocked from their Facebook page. In early 2016 my entire profile and remaining points just vanished off their system. How stupid of me to use their business class from Paris to Kuala Lumpur return 4 times between 2014 and 2016 and not to have any benefit from the points. Never again with this lousy airline.
Did you not complain.?
I certainly would have done, & have received in the past a Fortnum & Mason hamper from Emirates for their epic fail , & a few months ago I had to pay to access the business lounge in Cancun with an Avianca ticket as they don't admit J class passengers to it even when the check in desk agent said they do..???
After flying round the world paying business fares for the entire trip I was flaberghasted !
Got a result though, they coughed up the refund. 🙂
Always complain nicely & it works.
Great review although I cannot seem to find rthe outcome you received.
In the past I've had a Fortnum & Mason hamper from Emirates for their epic fail when I paid for a full fare and was upset by a member of their crew , & a few months ago I had to pay to access the business lounge in Cancun with an Avianca ticket as they don't admit J class passengers to it even when the check in desk agent said they do..???
After flying round the world paying business fares for the entire trip I was flaberghasted !
Got a result though, they coughed up the refund. 🙂
Always complain nicely & it works.
I’m guessing Ford neither wrote nor proofed this: at Brown, we are taught that “a” refers to a singular object. “A standard bevy of amenities were” should be revised to *a standard bevy of amenities was*
The Perrier water gave me food poisoning and crashed out so bad do not recommend