Emirates Chairman Says US Airlines Need To Improve Service

A few days ago I wrote a post entitled “Should The Big Three Middle Eastern Airlines Be Stopped?”

The post was about the US airlines complaining that the Middle Eastern Airlines have an unfair advantage:

  • The Open-Skies agreement has exponentially expanded the international airline industry, and this was something largely prompted by the US
  • At the same time, the “big three” US airlines think it’s not fair that the “big three” Middle Eastern airlines aren’t running for profit businesses and have access to a lot more capital and lower operating costs
  • But then again, who are the US airlines to judge what “profit” the Middle Eastern carriers are seeking? Profit doesn’t have to be directly monetary, but rather could be to expand the infrastructure and tourism of a city/country

Emirates-Dubai

Anyway, of Emirates, Etihad, and Qatar, I’ve long said that Emirates is the most “logically” run, and the closest to being run like a for-profit company. Emirates’ CEO Tim Clark, is a brilliant guy, and very much in tune with the industry.

But one guy we don’t hear much from is Emirates’ Chairman, Sheikh Ahmed Bin Saeed Al Maktoum. He’s also a brilliant guy, soft spoken and deliberate as he may be. Bloomberg just published a great story containing an interview with the Emirates Chairman, which includes a 25 minute video.

It gives fascinating insight into how he views the airline, and especially how he views it in relation to his country, US airlines, and even the US.

You can tell that Emirates Airline’s Chairman is almost a polar opposite of Qatar Airways’ CEO. Qatar Airways’ CEO is arguably the most passionate guy in the industry, though loses sight of the big picture and lacks a filter/any discretion.

If you don’t have time to check out the video, I figured I’d very briefly hit on the highlights.

Emirates-Chairman

Why no IPO for Emirates?

If Emirates is profitable, as they claim, why don’t they have an IPO? The reporter suggests this would be the greatest victory in showing the recovery of the Dubai economy and proving that the airline can stand on its own, given how intertwined businesses and the government have historically been in the Emirates. The Chairman’s answer is that it’s not his decision to make and they’re not opposed to it long term, though there’s not much upside either. The airline makes money, he claims, and it’s not like they need the cash.

What’s wrong with US airlines?

His perspective on the whining from US airlines is fascinating, though a bit oversimplified, in my opinion:

“Offer the best to the passengers and people will fly with you,” Sheikh Ahmed said in an interview at his office at Dubai International Airport, which overtook London Heathrow as the world’s top hub by international passengers last year. “They don’t mind paying maybe an extra penny to fly if your service is good, at the end of the day it is all about service.”

While I don’t think he’s completely wrong, I think there’s a lot more to it:

  • The US airlines historically haven’t had nearly the capital of the Middle Eastern carriers — no US airline could afford to order 100 A380s, for example
  • No matter what, the US airlines do have a much higher cost structure than the Middle Eastern carriers, and there’s not much that can be done to fix that
  • Fundamentally I disagree with his thought that it’s all about the experience, at least in economy — time and again we see that economy passengers care about price and schedule, while business/premium travelers care about schedule and product
  • Is Emirates’ product really that great? Yes, they have a lot of bling in first class on their A380, but the backbone of their fleet is the 777, which doesn’t even have flat beds in business class, putting them behind most US airlines in that regard

Emirates-Business-Class
Emirates 777-300ER business class

American-Business-Class
American 777-300ER business class

Is criticism from US airlines fair?

One thing I think he’s spot on about is how interconnected economies are. While the US and European airlines love complaining about the existence of Middle Eastern carriers, all three of them exclusively buy planes from the US and Europe, which contributes massively to their economies. Think of how many jobs have been created from hundreds upon hundreds of aircraft orders. And there’s no arguing that making travel more accessible and direct is ultimately a great thing for the global economy. That’s something all airlines have a stake in.

Bottom line

I really see both sides here. To me this whole argument feels kind of like that one trust fund baby that everyone knew at some point in their childhood. Is it fair they were born with a golden spoon? No. But that’s life, and you have to deal with it. Besides, those people often end up falling flat on their asses. I’m not saying that’s going to happen with the Middle Eastern airlines, but my point is that it’s not their fault they’re in an advantageous situation, in terms of capital, cost structures, etc.

What do you think?

Conversations (16)
The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.
Comment as a member

Membership is free and takes no more information than commenting as a guest. Earn status points for good contributions, and see fewer ads as your status grows.

Type your response here.

If you'd like to participate in the discussion, please adhere to our commenting guidelines. Anyone can comment, and your email address will not be published. Register to save your unique username and earn special OMAAT reputation perks!

  1. Loading comments…
Recent Comments
The latest from the OMAAT community.

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

_ar Member

Last year, I flew EWR-DEL on United in Coach. I bought the extra leg room - 4 inches - seat.. Whoopee! The service SUCKED big time. The flight attendants are just not interested in making feel passengers welcomed. For dinner, the attendant barked - chicken or vegetarian? When I asked her what the vegetarian choice was - she barked back - it's Indian vegetarian! Like I'm some idiot. I avoid US airlines for long haul international travel whenever I can. Tomorrow we fly JFK-MXP. We spent $1,500 on Alitalia's premium economy than $650 on United/Delta/American coach. The guy is right - a lot of folks will pay more for service (not that I know Alitalia has service - it will be the first time we will fly them).

0
‼ 0
wim Guest

Generally US service levels are way behind almost any other airlines. Recently I have been on a couple of US carriers. Experience is not as standard as with eg SQ. A few flights were quite good, with a friendly crew, but 2 flights were bad with a crew that does not deserve that name. One guy was particularly disgusting, explaining to a little old lady who needed a bit of help putting her bag in the overhead bin that it was his right not to help as insurance would not pay him if he would get injured doing so.

0
‼ 0
Steven L. Diamond

"why don’t they have an IPO?" The ostensible purpose of an IPO is to raise funds to further develop a business. Clearly access to funds is not something Emirates has a problem with, so why bother?

0
‼ 0
Ssam Guest

Being based in Dubai, most of my flying is done on the "Big Three ME" carriers, but mostly on Emirates. The planes themselves vary from mediacore (if flying on the Airbus 330's) to great on the A380. The Service is good to great regardless of plane type. I fly economy 70% of the time and Business 30% of the time, I can attest that when flying long haul, especially on the A380, I will search the EK options before any other airline.The A380 is so quite, comfortable, and seat pitch in Economy is similar to Premium Economy on other airlines. Even some short flights like to Kuwait or Jeddah get the flagship plane and service which are 1 hour and 2 hours respectively. Im not aware of any similar setup on the US carriers. Keep in mind that Emirates from Dubai is almost always the most expensive option, yet Im willing to pay slightly more for what I get, so I agree with the Ek Chairman's comment.

0
‼ 0
LAflyer Guest

Every one who came to the U.S. from Asia and Europe would agree that the U.S. airlines consistently provide the worst service. The difference is so obvious in all aspects, and the reason behind is that the U.S. domestic market is larger enough, and air travel is really not about comfort but solely about getting from place A to place B.

0
‼ 0

Save posts to read later

Saving posts is a member feature. Become an OMAAT member to build a reading list you can come back to from any device.

Become a member
Meet Ben Schlappig, OMAAT Founder
5,883,136 Miles Traveled

43,914,800 Words Written

47,187 Posts Published