I’m currently in the middle of a review trip to Oman, and my primary motivation for taking this journey was flying Oman Air’s unique Airbus A330 first class from Muscat to Frankfurt. As I’ve written about, a day prior to my flight, I noticed that my plane was scheduled to be operated by an Airbus A330 without first class. I was curious how the airline would handle it, so here’s the update…
In this post:
Oman Air swapped my flight to yet another type of A330
Initially, my flight was supposed to be operated by one of Oman Air’s epic retro A330-300s, featuring a six-seat first class cabin with a couch in the middle. It’s such a cool product, and a throwback to a different era.
When I noticed that the flight no longer had first class, the seat map reflected that the airline had swapped the flight to an A330-200 with the carrier’s retro business class, in a 1-2-1 configuration.
I was excited about this, and viewed this as a consolation prize, because this is a unique business class product that’s surprisingly great, and which you won’t find on any other airline.
Well, several hours later, there was another update — the airline swapped the flight to an A330-200 featuring the carrier’s new(ish) Apex Suites, which is in a 2-2-2 configuration.
I was bummed to see this, since I just arrived in Muscat having flown Oman Air’s Boeing 787 business class, also featuring Apex Suites.
Oman Air sure takes an interesting approach to aircraft scheduling. I can’t help but wonder if the carrier’s operations team just plays darts every morning to decide where to send each plane, or…?
My Oman Air ground experience in Muscat
Since Oman Air hadn’t reached out to me regarding being downgraded from first class, I was curious to see how the airline would handle this at the airport. Would the airline acknowledge what happened and try to do something to make it right?
Upon arrival in Muscat, I headed to the Oman Air First & Business Lounge with my business class boarding pass (which I managed to print through online check-in). I explained to the friendly agents that I was booked in first class, but had seemingly been downgraded.
They were totally confused, but after showing them my ticket confirmation, they did indeed acknowledge that I was downgraded. To the carrier’s credit, the lounge staff proactively invited me to use the first class lounge for the duration of my stay, and even offered to escort me to the gate. It seems that this is standard in the case of downgrades, since an OMAAT reader who was recently downgraded on the same route experienced this as well.
I’ll have a full review of the Oman Air First Lounge soon, but it sure is nice and strange. I mean, it has around 75 seats, yet I was the only passenger there for seven hours. I don’t know why Oman Air has first class, but I’m not complaining. Given the size and complete underutilization of the lounge, here’s to hoping the airline allows oneworld Emerald members into the lounge when the airline joins the oneworld alliance soon. Anyway, let’s not get sidetracked…
About four hours into my layover in the lounge, a supervisor came to meet me. I would assume she had been made aware of my post. She was very nice and apologetic, explained that the swap was for “operational reasons,” and encouraged me to reach out to my initial booking source for a refund on the difference in cost between first and business class.
Our interaction was brief. I just thanked her for reaching out, and told her that I was a bit disappointed because I was so looking forward to experiencing that product, and that I enjoy flying with Oman Air. I explained it wasn’t her fault, though, and that I was sure I’d still have a great flight.
Funny enough, she responded to that with “you are very nice, I thought you would be more angry.” Hah. While I share my experiences on the blog (both positive and negative), I’m not going to walk around with a chip on my shoulder or take out any unhappiness with airline staff over what happened.
My takeaway from this aircraft swap…
Obviously I’m disappointed that I didn’t get to experience my “dream couch,” but this doesn’t materially change my opinion of Oman Air. Rather I have three main takeaways from this.
First of all, there’s a lesson for me to learn here as a consumer. Oman Air swaps these planes around way more often than it should, and I need to plan and set my expectations accordingly in the future. Now, I’m still determined to fly this A330 first class product, so I may end up having another “swing and a miss.” But I’ll also try to pad my schedule a bit more next time, so that I can change around my itinerary last minute if need be.
Second of all, even the world’s top airlines don’t regularly provide good service on the ground. During irregular operations, there’s not an airline in the world I can think of that consistently does right by customers. While I do think Oman Air should do better, other airlines would try to get away with the same. Perhaps the takeaway next time is to instead fly a route departing the European Union, where I’d legally be entitled to compensation in a situation like this.
Last but not least, I’m at least pleased that the lounge staff proactively offered me access to the Oman Air First Lounge for the duration of my stay. They obviously didn’t know about my situation, since they were caught off guard by my downgrade, but they provided me access to the lounge without me even having to ask.
That’s how it should be, but I could also see a scenario where the frontline agents aren’t even empowered to do that, and just say “you have a business class boarding pass, too bad.” So it could have been worse, in that sense…
Bottom line
While my Oman Air adventure hasn’t exactly played out as I hoped, that’s life sometimes, and I’ve still had a lot of fun. Oman Air swapped my flight form a retro A330 with first class, to a retro A330 without first class, to a “new” A330 without first class. So unfortunately I just got two back-to-back flights with Apex Suites.
I had a lovely layover in Muscat at the Oman Air First Lounge. Unfortunately things completely changed when I boarded my flight to Frankfurt, which was a disaster. Stay tuned…
I have a few issues with this compensation.
First, they provided you access to the first class lounge. That is not an upgrade or an extra benefit. If you arrived on the flight you should have arrived on then you would have had access presumably since you were transiting there.
Second, they only addressed the situation in the way they did as you mentioned because presumably they found out about your post. This...
I have a few issues with this compensation.
First, they provided you access to the first class lounge. That is not an upgrade or an extra benefit. If you arrived on the flight you should have arrived on then you would have had access presumably since you were transiting there.
Second, they only addressed the situation in the way they did as you mentioned because presumably they found out about your post. This implies that "normal" or ordinary passengers would not have been handled in such a way.
Third, they did not provide you with anything that made a difference. Offering the refund, that is out of their control and good luck claiming it. Perhaps appropriate representatives would say they should not have offered it or did not have that power and what if you booked it on points, for example. The refund difference in fare is just something basic because you had a lower service so you should pay less but what about the compensation for this?!?!?!
Funny comment regarding aircraft scheduling... I had a connecting flight from BKK to LHR rescheduled which negated my itinerary. Credit to Oman Air, I received a full refund.
You fly around the world for nothing in business or first class because you have accrued millions of air miles by flying for nothing and all you do is moan.I worked in travel for over 40 years and did plenty of long haul travel but never expected anything and the ocassional upgrade was considered a privilege.You need to get a life and look at the real world.Your reviews are generally biased and considering what the...
You fly around the world for nothing in business or first class because you have accrued millions of air miles by flying for nothing and all you do is moan.I worked in travel for over 40 years and did plenty of long haul travel but never expected anything and the ocassional upgrade was considered a privilege.You need to get a life and look at the real world.Your reviews are generally biased and considering what the world has been through and is still going through and many airlines are lucky to survive you need to think about what you write and I expect your partner flies for free as well.Call your articles reviews.Its a joke.You can respond to me if you wish.
You mean the record bailouts from taxpayer money in bad times and record profits after which airlines have?
And then they get to shit on customers, avoid compensation for delays and poor mechanical maintenance? Some even avoid paying compensation for downgrades. ;)
You might want to shill for airlines somewhere else.
Get a life, Julian.
oh yeah, the WY aircraft swaps seem brutal. they have now swapped A330s for 737s on the MCT-KUL route.
Ouch!
and on the MUNICH-MCT route which is a night flight!!! we are caught up in that and definitely not happy as we paid for the flight, it wasn't on miles. Not sure what to do about it
The title of this post is “”Oman Air Swaps my aircraft swap”. Shouldn’t it just be “Oman Air Swaps my Aircraft”? Why the second “Swap”?
It refers to them swapping the already swapped aircraft, indicating this was the second aircraft change of his flight.
If you fly them ex-EU and get downgraded again, the EC261 compensation experience would be worth hearing about... I've always heard it to be painful since the operating carrier is the one who's responsible for paying it out, but you booked via another program. There doesn't seem to be an easy mechanism to get back 75% of the miles, and there isn't really a cash value to refund you 75% of.
I think you need to just camp out in Frankfurt, monitor when Oman Air sends a plane to continental Europe with first class and then buy a ticket on the flight to Muscat. You can guarantee there won't be an equipment swap if you board in Europe.
Ben. You don't get 'compensation' under EU261 for a downgrade. Rather the airline must refund a fixed % of the price based on distance flown. So in this case, you'd probably have got a greater number of miles back, but no cash compensation. On a short flight, the mileage refund under the mileage scheme may be better than the EU261 refund.
Be aware that some airlines try to get clever with downgrades and inform you...
Ben. You don't get 'compensation' under EU261 for a downgrade. Rather the airline must refund a fixed % of the price based on distance flown. So in this case, you'd probably have got a greater number of miles back, but no cash compensation. On a short flight, the mileage refund under the mileage scheme may be better than the EU261 refund.
Be aware that some airlines try to get clever with downgrades and inform you ahead of time, offering a choice of 'accept the change, get a refund, or rebook'. And of course, one you have made a choice, they say it was your decision. Unlike a cancellation of a flight (where the compensation is only available if insufficient notice is given), the downgrade provisions apply regardless of notice. I had a stand-off with BA on exactly this point where they kept insisting that I make a choice about the downgrade, and I refused until they would acknowledge the compensation. They in turn said compensation can only be addressed after you have flown... I won. Eventually. But you need to be tenacious and well informed.
Slightly off topic… is a Delta // Etihad partnership eminent? Oman and Qatar with Oneworld, United and Emirates….
As an ex-trader I’m looking at the arbitrage possibilities :). Book from the eu and cash in the 75% of miles payback when they downgrade you to biz class. And if not downgraded then enjoy the F!
I remember an experience with Qatar Airways around 2006 or 2007 when they swapped our DOH-LHR flight from a 3-class A340-600 to a 2-class A330-300. They obviously had to do some involuntary downgrades, but the way they handled it was to come around the premium terminal with police/security and round up the downgraded passengers. The First Class passengers were moved from First to Business area, and us Business Class passengers downgraded to Economy were rounded...
I remember an experience with Qatar Airways around 2006 or 2007 when they swapped our DOH-LHR flight from a 3-class A340-600 to a 2-class A330-300. They obviously had to do some involuntary downgrades, but the way they handled it was to come around the premium terminal with police/security and round up the downgraded passengers. The First Class passengers were moved from First to Business area, and us Business Class passengers downgraded to Economy were rounded up and herded onto buses back to the main terminal. They would not allow us to continue using the Business Class area at the Premium Terminal once we were involuntarily downgraded.
Brutal!
LOL, getting all those inflated egos back on to the ground.
Hope you pay for a product or service soon only to end up getting something crappy instead. That should keep your ego at bay, too.
Superb, you still enjoyed your trip with WY. I have been Gold with them for many years and they constantly disappoint. Aircraft changed and downgrading is normality with them.
The only point in flying them..when they finally be part of Oneworld..and be used as a cheaper and easy way to gain Oneworld Emerald. If they will open their First lounge to OW Emerald pax? This would be great and will be definitely packed full..for...
Superb, you still enjoyed your trip with WY. I have been Gold with them for many years and they constantly disappoint. Aircraft changed and downgrading is normality with them.
The only point in flying them..when they finally be part of Oneworld..and be used as a cheaper and easy way to gain Oneworld Emerald. If they will open their First lounge to OW Emerald pax? This would be great and will be definitely packed full..for the first time since it was opened. First Class in WY is a waste of money, the hard product is like the standard ones in First Class nowadays. The F&B are almost identical to Bus. Class, only presented in a more nicer and better way. Sercive/Crew have the same attitude like in Bus. Cl., nothing special or memorable. Just comparing to EY or EK First or even SV First..WY First is mediocre but still better than KU First which is the worst Middle East First Class...but definitely better than TAAG First! Remember that Ben! And even flown again after so many years. LOL! Nothing has improved in any way. It is like flying LCC in a very old worn out F seat..like the oldest C seat in WY which you have shown. AirAsiaX with their Bus. Cl. F&B as well as service is way more better.
Glad this worked out as well as it did, though not exactly as hoped and planned for.
After WY joins oneworld, I'll give it another go, provided the first class award space pops up (maybe KUL-MCT-LHR, to get in the A330 couch and the 789 suite).. I still gotta try your 12th best first class product.
I was on Oman Air Biz class a week ago on their 737-800 for the first time, and I found them to be quite good. The Biz Class lounge in Muscat is really nice, especially the buffet lunch I really enjoyed. The flight to AMM was pleasant with a good size and tasty meal and a personal entertainment screen that has adequate amount of entertainment. It's definitely one of my better experiences.
With all...
I was on Oman Air Biz class a week ago on their 737-800 for the first time, and I found them to be quite good. The Biz Class lounge in Muscat is really nice, especially the buffet lunch I really enjoyed. The flight to AMM was pleasant with a good size and tasty meal and a personal entertainment screen that has adequate amount of entertainment. It's definitely one of my better experiences.
With all the flying I have had, I have yet to be downgraded on any First, Business or even Premium Economy tickets (award or purchase) yet (knock on wood) [although I had some other interesting experiences]. So thanks for sharing the story! I wonder would Air Canada (I think that's where you got your award tix from, correct me if I'm wrong) refund part of the miles with the downgrade. Keep us posted on that!
I’ve enjoyed Oman as a quirky airline on some flights in the past two years, but I would never rely on them for cutting edge service. Especially given the options available. The First service is nice but nothing earth shattering. The lounge is, as you say, always empty and quiet. But there always seems to be something off, a bit of a twilight zone airline.
@ Antwerp -- "But there always seems to be something off, a bit of a twilight zone airline."
Even as someone who loves Oman Air, I think that's an incredibly accurate description of the airline, hah.
I second that!
I flew Oman Air a good 10 years ago from MCT to LHR on what was then the not so retro A330-300 Business Class. I spent quite some time trying to find what it was that was amiss. For me, it was the soft product and an international mix of cabin crew that just didn’t seem to work well together and not as polished. I’m sure the airline has come a long way since…
I flew Oman air 330-300 2 weeks ago in F. I was hoping for an aircraft swap to the 787, but that didn’t happen. I will say that the first class treatment in the first class lounge was really first class! I had a 9 hr layover and ended up having breakfast, a nap in the private room and lunch before boarding. The inflight service was phenomenal. They had the best caviar presentation of all the first class flights I’ve ever flown. Food was also super tasty.
oh man oh man i would stay tuned. this is exactly why i read this blog. it is like a reality TV drama except in print. and i can post comments for the entire audience.
when the supervisor said you were nice and she expected you to be angry - you know, Ben, you and me both, were raised to be nice. we were taught, rightly or wrongly, we are not allowed to be angry....
oh man oh man i would stay tuned. this is exactly why i read this blog. it is like a reality TV drama except in print. and i can post comments for the entire audience.
when the supervisor said you were nice and she expected you to be angry - you know, Ben, you and me both, were raised to be nice. we were taught, rightly or wrongly, we are not allowed to be angry. i hate that. you know? sh!t happens and we have to suck it up -> it makes life unfair
people like us can potentially benefit from a more aggressive approach.
in this particular case, the supervisor seemed to be polite as well, so you can be polite.
but what if you were flying on notoriously impolite American Airlines? you and i would be beta males and just suck it up (this has **actually** happened to me when i was DG from paid first to ECONOMY).
what would make this blog REALLY worth reading is if you told them off as much as possible without getting yourself offloaded or banned, y'know?
@ tony xu -- "what would make this blog REALLY worth reading is if you told them off as much as possible without getting yourself offloaded or banned, y'know?"
Wait until you hear what happened on my Muscat to Frankfurt flight...
There's nothing wrong with being angry, IMHO, as long as:
a) the person who is dealing with me is rude, indifferent to the issue, or both;
b) the anger is directed at the people who caused the problem, i.e. not the rep who came into the WY lounge in the article.
I blasted a TK gate official who managed to fulfil both of these requirements before boarding an IST-LOS flight.