Fiji Airways is making a change that’s likely to be controversial, but I actually think the thought behind it is reasonable.
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Fiji Airways eliminates business class amenity kits
Travel Weekly has an interesting story about the evolution of Fiji Airways, which has turned into quite the success story in recent years, especially in comparison to to so many other government owned airlines based on vacation islands (Air Tahiti Nui, Air Mauritius, Air Seychelles, etc.). The airline is a pleasure to fly with, and clearly cares about providing a good passenger experience.
Along those lines, the airline is rolling out a “service innovation” that might be a bit controversial. The airline has made the decision to do away with amenity kits in business class. As Fiji Airways’ outgoing CEO, Andre Viljoen, describes the decision, “we’ve been measuring for years now how many people take the amenity kit home and actually value it and the number that are left behind,” and “we started waking up that we are wasting money.” Viljoen explains that “the primary motive is to be differentiating and to offer something better.”
In lieu of amenity kits, flight attendants will pass through business class with a tray of many of the same items that you’d ordinarily find in the amenity kits, including face cream, socks, eyeshades, etc.
While it counters the trend, I think this is fair
People will have varying takes on Fiji Airways’ decision to eliminate amenity kits in business class. These are very much a standard amenity that customers have come to expect in business class, though I think that’s more due to precedent, rather than airlines all putting extensive thought into it, and deciding on an ongoing basis that it’s something that customers value.
On the one hand, amenity kits are something that customers have come to expect, and for some travelers, they’re items that they hold onto in the long run, and that are reused. Airlines are happy when people keep these amenity kits and use them, since it’s a nice reminder of the brand.
On the other hand, I’d argue that there are way more people who just leave their amenity kits behind, and maybe take one or two items out of the kit. That just represents a huge amount of waste, especially when it’s offered as a standard.
I talked about this topic in more detail some time back, about the importance (or lack thereof) of airline amenity kits. If you can provide a good selection of individual items to customers, I think there’s nothing wrong with eliminating amenity kits.
Bottom line
Fiji Airways is eliminating amenity kits in business class. The company’s CEO believes these kits are wasteful, as so many people leave them behind. I don’t think he’s wrong, the question just comes down to how you balance that waste with managing the expectations of those who view an amenity kit as a basic feature of business class.
What do you make of Fiji Airways dumping amenity kits?
Fiji Airways' first priority should be to fix or replace their faulty seats. A number of passengers have experienced seats that won't function at all. Not a good experience when the customer has spent thousands of dollars for a business class seat.
Maybe if the quality hadn't gone vastly downhill people would take them home (I haven't flown Fiji, talking in general)
They should also have empty pouches on the tray along with the amenities, so those who want can ‘make their own pouch’ or have it available on request. Or don’t come around with a tray at all, just have a printed list on the back of the food menu, or something. All available on request including empty pouch. No more waste.
Although it is nice to receive something as a gift to take away, frequently I find them disappointing and an after though. I remember I didn't think much of my Armani Qatar Airways one i got years ago, and although I did take them I gave them away as gifts. So unless it's something really special and unique like Oman Air's Amouage kit, I probably would say practically this is a good idea, You could...
Although it is nice to receive something as a gift to take away, frequently I find them disappointing and an after though. I remember I didn't think much of my Armani Qatar Airways one i got years ago, and although I did take them I gave them away as gifts. So unless it's something really special and unique like Oman Air's Amouage kit, I probably would say practically this is a good idea, You could even just offer people a nice bag, and people build their own kit from the things they take from the basket or toilets.
As much as I do like the amenity kits as a souvenir, I never really use anything other than the eye mask and the comb/brush combo, and the pouches start adding up quick. I think I have 3 of the old EVA Rimowa hard cases. Seems fine to me to stop handing them out to everybody. Just load some full kits that people who are into the collecting can ask for on request, otherwise provide individual items as-needed.
" I’d argue that there are way more people who just leave their amenity kits behind" - Ben
I am shocked you would say this. I fly international a lot. Leaving the plane, based on what I have seen, I would say 95% or more of people take the amenity kit with them.
I can't believe Ben and so many people fall for this stupid excuse.
If they find leftover food, would they just eliminate meals because it's wasteful?
If the drink carts are not empty every flight would they eliminate beverage service?
Most people don't look out the windows. Let's eliminate windows?
If you think it's wasteful, rather than having someone passing out items you need. Why not have that same crew collect back items you don't...
I can't believe Ben and so many people fall for this stupid excuse.
If they find leftover food, would they just eliminate meals because it's wasteful?
If the drink carts are not empty every flight would they eliminate beverage service?
Most people don't look out the windows. Let's eliminate windows?
If you think it's wasteful, rather than having someone passing out items you need. Why not have that same crew collect back items you don't need.
Don't fall for these stupid excuses please.
Well Fiji Airways has already cut back severely on the catering and now is taking away amenity kits. While the amenity kits are no big deal, what will Fiji improve then? Will it bring back better and more extensive catering pre-Covid?
I don't mind them adjusting the amenities but if they are not reducing the prices of the premium ticket, what kind of improvement will I see as a premium passenger? Will Fiji improve...
Well Fiji Airways has already cut back severely on the catering and now is taking away amenity kits. While the amenity kits are no big deal, what will Fiji improve then? Will it bring back better and more extensive catering pre-Covid?
I don't mind them adjusting the amenities but if they are not reducing the prices of the premium ticket, what kind of improvement will I see as a premium passenger? Will Fiji improve their catering?
I expect the amenity kits will make a return within a few months!
Seems like a smart, sustainability move. Most folks don't use/keep all of the materials in the kit, and it generates a lot of plastic waste. Besides, regular front cabin passengers certainly don't need yet another pair of thin socks and low-end eyemask etc...
A good compromise would be to provide the bag (for those who may want a souvenir) and allow passengers to choose the contents they want. The new SAS concept would be quite convenient in this respect since some of the amenity kit bags can be useful.
I do appreciate having the lipbalm and often use the lotion in flight. Socks are also nice. Otherwise, the kit goes to waste for me unless the container is useful in some other way.
Lose the socks
As a flight attendant, yes we see some waste but it’s most appreciated on overnight flights where people want to get to bed right away and appreciate having these things. Coming around with a tray post take off on a red eye is annoying. A partner airline trialled this and quickly went back due to overwhelming negative feedback.
My favorite Chinese takeout place stopped putting sauce packets and utensils into takeout bags. Instead, it has a tray with all the sauces, chopsticks, utensils, and tea bags you could ever want in the lobby.
This prevents a lot of waste, saves the restaurant money, and everyone can still take whatever they need.
It’s the same principle here. People who are obsessed with the mostly discarded amenity kit items as status symbols … well they...
My favorite Chinese takeout place stopped putting sauce packets and utensils into takeout bags. Instead, it has a tray with all the sauces, chopsticks, utensils, and tea bags you could ever want in the lobby.
This prevents a lot of waste, saves the restaurant money, and everyone can still take whatever they need.
It’s the same principle here. People who are obsessed with the mostly discarded amenity kit items as status symbols … well they just seem weird and deeply insecure to me. Just ask for what you actually need.
I like the approach Hawaiian takes: they offer you an empty kit, and they come by with a tray to let you pick the items you want for the kit.
I am one of those people who values the kits. Socks, eye shade and earplugs are no-brainer useful items. I might not use all the other contents on the flight - for instance I carry my own toothbrush and paste, and I don't need a comb... any more! I never use the cosmetics or moisturisers (potential allergies; itchy skin is not what you'd want to find out on a flight). I always take the kit...
I am one of those people who values the kits. Socks, eye shade and earplugs are no-brainer useful items. I might not use all the other contents on the flight - for instance I carry my own toothbrush and paste, and I don't need a comb... any more! I never use the cosmetics or moisturisers (potential allergies; itchy skin is not what you'd want to find out on a flight). I always take the kit with me. But what I have noticed over the years is that the quality of amenities has dropped. For instance I would use a fold out hair brush, but it's a long time since I've seen one of those in a kit. Maybe the nature of the content is why passengers don't bother?
Life got so much better when hotels ditched the travel bottles and just switched to big ol' jugs of goop too. Nope. I don't care that it uses a couple pennies of plastic more, or that I don't always take them home. The same people will whine about a travel bottle of toothpaste or an amenity kit but happily accept whatever single-use container for takeout.
I for one have zero use of any amenity kit. Flew Qatar Business Doha to Dallas. They have dollar value wise one of the most valuable kits and PJs. The PJs alone on the vendors website are about 100 bucks. Did not take a thing. I would wager probably 50% of business class leaves those behind. I travel 4-5 times internationally for work. Doe's not mean I know that for a fact just seems to...
I for one have zero use of any amenity kit. Flew Qatar Business Doha to Dallas. They have dollar value wise one of the most valuable kits and PJs. The PJs alone on the vendors website are about 100 bucks. Did not take a thing. I would wager probably 50% of business class leaves those behind. I travel 4-5 times internationally for work. Doe's not mean I know that for a fact just seems to be that way.
Airlines would save money as they have to order an immense amount to lower costs, and it would be eco. A happy medium would be simply to ask passengers who wants one. I for one would always say no.
Scrap the amenity kit but bring back 45 to 55k business class awards that are now 300k
No way I’m flying them
Did I mention you can’t even book the award from Sydney now? Just in or out of Fiji
So no way!
How is leaving them behind wasteful? Do they throw out the entire unopened kit?
When does this go into effect? I'm flying with them in 2 days and love the design of the bag.
Don't need those things anymore and I have stopped taking them. I agree with other posters who say give them to anyone who wants one.
Senseless penny pinching logic from the Fiji government owned airline. But not surprising given Fiji is a country that is moving its embassy to Jerusalem in the midst of a genocide in Gaza.
Yeah!!!
Jerusalem is the capital, Reinhard.
It’s not, Satanyahu
Given that a long haul business class flight might emit 3000kg more CO2 than economy class, amenity kits seem pretty minor in comparison.
Cut waste? 24h before departure ask customers what they want on board- food, drinks, and all. The Tech to do this has been around for 20 years.
Virgin Atlantic did exactly the same thing a number of years back, trays of amenities were put on the bar. It lasted about 6 months then they reintroduced the full kit after “ customer feedback” I didn’t mind the concept but it didn’t feel very premium, at the same time they eliminated beef both in the air and on the ground (still not served) and changed the PJ’s to disposable materials.
I'm often saddened by how people in business class wear the given plastic slippers and leave them as trash. Perfectly good items, worn for a few hours and then wasted. Ok, they are disposable, but it doesn't mean you have to use them once and dispose of them.
Much of what business class "has to" offer is treated this way. I'm all fine with offering just what people actually want.
Regarding the slippers--the bathroom floor on planes is often wet. Maybe it is water that splashed from the sink, or maybe it is not. I personally just wear my shoes when I go to the bathroom on the plane, but for people who do use slippers and walk in the bathroom, I can understand why they do not put them in their bag to take home. With a hotel, I definitely take them with and use them at home.
Great idea.
I'm OK with this. Oft times the only item I take with are the earplugs. I use those to block the peephole in hotels without shutters on yhem.
Flew with them 2 days ago. I asked them about slippers, eye shades - nothing was on board, only earplugs. A brochure at the seat advertised free “beauty thinkers” from Italy (antioxidant cream and boost) which are provided if requested. I had the ask for it several times before finally I was given one as we were approaching Nadi.
No surprise here. FAs are generally lazy and they’d much rather have a kit already on every seat rather than have to visit every seat with a tray of stuff.
I think this is great! Especially on an environmental level- it’s just additional waste we don’t need. I flew business class home yesterday and I didn’t even touch the kit. I like the idea of having it on demand or request certain items of the kit. I hope more airlines will follow.
The most important thing is the case, particularly if you don't fly that airline often.
This is awesome and for me the true definition of luxury. Darn, I somehow forgot my earplugs / eye mask / toothpaste? Yes of course we have that for you on request but we're not going to saddle you with a bag of stuff you don't need.
I like the Singapore model of having a shelf in a lavatory or galley, maybe with a basket of empty pouches, and people can build their own kit if they wish.
Except on US based airlines, this would be cleaned out in minutes bay some poor OPM flyers.
Gosh, the next thing you're going to tell me is that everyone is going to thoughtfully stop giving you a tote bag when you make a donation to their charity. It's all just creating positive associations with a brand for a small period of time. Yes these things get relegated to the back of a closet, but you may use the amenity kit for a little while, you may use the tote bag for a...
Gosh, the next thing you're going to tell me is that everyone is going to thoughtfully stop giving you a tote bag when you make a donation to their charity. It's all just creating positive associations with a brand for a small period of time. Yes these things get relegated to the back of a closet, but you may use the amenity kit for a little while, you may use the tote bag for a little while, etc.
If you're looking to redirect the money, you don't have to give a "kit bag" - just make a really awesome pair of pajamas or socks and hand those out instead, and have some hand cream and toothbrushes and ear plugs in the bathrooms or with the FAs. It wouldn't be that hard to distinguish your brand...
I mean, how much could the delta trading cards possibly cost to produce. Just creating positive brand association.
JAL gave my kids model A350s, another toy wind up plane, a small hand towel, origami... I mean... I'm not expecting every airline to suddenly become JAL, but these are all really low cost pieces of (awesome!) junk that create positive brand associations.
Marketing budgets work! These kits are more marketing than soft product, and could...
I mean, how much could the delta trading cards possibly cost to produce. Just creating positive brand association.
JAL gave my kids model A350s, another toy wind up plane, a small hand towel, origami... I mean... I'm not expecting every airline to suddenly become JAL, but these are all really low cost pieces of (awesome!) junk that create positive brand associations.
Marketing budgets work! These kits are more marketing than soft product, and could be partially allocated to that side of the ledger if someone is really looking to 'cut costs' or at least have certain financial metrics read differently.
Funny you mention the JAL 350 model given to your kids. At the risk of embarrassing myself, when my wife and I recently flew first with JAL, they gave us one. I actually put it together and have it sitting in my office. I thought it was really cool. I won't give my age but let's just say I am way older than your kids. In regards to the Fiji Airways amenity kits. I have...
Funny you mention the JAL 350 model given to your kids. At the risk of embarrassing myself, when my wife and I recently flew first with JAL, they gave us one. I actually put it together and have it sitting in my office. I thought it was really cool. I won't give my age but let's just say I am way older than your kids. In regards to the Fiji Airways amenity kits. I have 2 business class flights with them in December. I'm disappointed about no amenity kits. Little things like that add to the experience. Plus, I do keep some of the tote bags for personal use, like for some of my electronic gadgets or we give the totes away as gifts. If JAL flew direct from Narita to Nadi, I would have flown with them. I already have lower expectations for the service I expect to find with Fiji Airways.
LH sometimes has an amenity kit that comes wrapped in a tote bag, which works as a great shopping bag. Given how low quality LH kits are, the only time I take one home is when I see the tote bag kit.
I travel 8-10 round trips in long haul F / J every year. If I took every amenity kit home, I’d have no place for them. I always carry my own kit which has much better products than what any airline offers and leave the airline amenity kit untouched.
Most amenity kits are low quality, like AA's new one on 787-9P, so it shouldn't be surprising people are not using them or keeping them compared to actual quality ones such a Cathay.
I think all they need to do is provide on demand, instead of putting it on every seat. I collect them, but also, my wife never seems to run out of need for "comsetics"gs bag, which he re-use everytime.
I have numerous pouches from previous flights, re-using the nice and useful ones in many ways, in the house and while travelling. Yes, there is a lot of waste on a flight, half of the passengers do not really use them, but setting aside the whole waste management thing, aren't they included in a ticket price?
I like the SQ way of requesting one and/or certain items if needed.
I personally love getting an amenity kit, though admittedly some of them are really weak (I'm talking to you VS). I still use my SQ (Ferragamo) and AA (This is Ground) bags regularly when I travel. I can understand the desire to reduce waste though. I wouldn't mind if they were optional, but I don't want to see them go away.
I did like what HA did on my recent flight: give you the bag...
I personally love getting an amenity kit, though admittedly some of them are really weak (I'm talking to you VS). I still use my SQ (Ferragamo) and AA (This is Ground) bags regularly when I travel. I can understand the desire to reduce waste though. I wouldn't mind if they were optional, but I don't want to see them go away.
I did like what HA did on my recent flight: give you the bag on its own and then a FA walked by to offer each of the toiletries to fill it before takeoff. I'd be okay if more airlines did the same.
Don't really have a problem with this tbh. Hasn't Singapore Airlines been doing essentially this for years?
Only thing I can really think of against this is Fiji is more of a leisure carrier than SQ so passengers might be more eager for a souvenir to take home.
Singapore has a kit on demand, which has minimal contents (lotion, lip balm, face mist). The rest of the items are in the bathroom or by request. Fiji is getting rid of the kit part altogether, which is different.
I agree that it's understandable. When I first started flying business class about 20 years ago I would get excited about the amenity kits and would always take them home and collect them. But they ended up just piling up, never used and when I moved I just threw them out in a giant garbage bag, which seemed very wasteful. I also noticed how Singapore Airlines doesn't give out kits but you could ask for...
I agree that it's understandable. When I first started flying business class about 20 years ago I would get excited about the amenity kits and would always take them home and collect them. But they ended up just piling up, never used and when I moved I just threw them out in a giant garbage bag, which seemed very wasteful. I also noticed how Singapore Airlines doesn't give out kits but you could ask for any individual item or get what you needed from the lavatory. They're a nice touch, but I don't view them as necessary. I think the Singapore/Fiji model works fine, or do what some Airlines do with business class perks and make it on a request basis or limit to only the longest haul flights.
If Delta cut amenity kits, would you call it thoughtful? Or would you bash them say they're less premium than AA and UA?
The problem is it ends up being items are stocked in the lav for passengers to rummage through.
Just imagine tens of people with varying levels of hygiene rummaging through supplies. It’s a microbe fest.
That is why I find the sealed amenity kits better. Plus Fiji pouches are awesome and reusable. And i saw everyone taking these with them in the couple of flights I had with them. Anecdotal yes. But nowadays when...
The problem is it ends up being items are stocked in the lav for passengers to rummage through.
Just imagine tens of people with varying levels of hygiene rummaging through supplies. It’s a microbe fest.
That is why I find the sealed amenity kits better. Plus Fiji pouches are awesome and reusable. And i saw everyone taking these with them in the couple of flights I had with them. Anecdotal yes. But nowadays when an airline tries to reduce cost under various guises I would take their excuses with a grain of salt.
It's fair if they reinvest savings elsewhere for the passenger, not as a pure cost cut.
I'm bummed! I collect the amenity kits and I have a roundtrip flight on Fiji Airways in February so was looking forward to a new kit :-(
You sound like a special guy. I bet you love going to a petting zoo. Do you also wave to all the ground staff out your plane window? Thought so...
You sound like a jerk off, I bet none of your neighbors wave to you as they know you are a miserable person.
Leo, you sound like a jerkoff, I bet none of your neighbors wave to you as they know you are a miserable person.
I'd be much happier with a self-serve onboard selection, where premium pax can grab what they like, without asking, ringing call bell, or deciding on the spot, when the FA brings a selection up the aisle, once during the flight.
Out of thousands of flights, I rarely take the entire amenity kit. I actually prefer if they come around with a la cart choices, since I rarely have room to add amenity kits on a RTW trip or similar. Where I don't want to see kits disappear is places like SQ Suites etc, and they become keepsakes for rare travel.
I think a more sustainable way forward would be to have a full amenity kit available to those that request one.
And if any items are left behind and untouched, recycle them.
This is understandable. I personally love to take Amenity kits with me as a memento or (if I fly a 4 leg return flight with the same airline) as give-aways for my friends and family, so getting one on demand would be nice. I recently learned you can do this with Austrian (and presumably all LH carriers?) for medium-haul flights.
I agree with this concept, although their amenity kit was subpar in the first place which I would argue contributes to people leaving them behind lol.
I like what Singapore Air did. I had to ask for an amenity kit, which they had in reserve, to get the nice pouch. I reuse those for storing cables, toiletries, and other bits and bobs. Its always fun to remind myself of a prior trip when I'm packing for the next one.
I believe some carriers have flight attendants bring around a tray of amenities a la carte as well, but for me the...
I like what Singapore Air did. I had to ask for an amenity kit, which they had in reserve, to get the nice pouch. I reuse those for storing cables, toiletries, and other bits and bobs. Its always fun to remind myself of a prior trip when I'm packing for the next one.
I believe some carriers have flight attendants bring around a tray of amenities a la carte as well, but for me the pouch is the most useful thing.
At the same time, if I just needed a sleep mask, I wouldn't want to open a fresh kit. If you fly so often that you have hundreds of amenity kits, don't ruin it for people who want a nice memento, especially if they don't fly premium cabins as often.
If nobody is taking your amenity kit, then your amenity kit sucks, and you should probably beef up your amenity kit and make a better amenity kit and make a better bag which I will reuse as a pencil case or a makeup bag.
How many pencil cases or makeup bags do you need? I have 8 longhauls this year, what am I supposed to do with 8 bags?
I usually take one as a memorabilia if it's a new airline, otherwise I just leave them at my seat. Some airlines, e.g. TK, seal them so if passenger doesn't even open it, they can reuse them.
I bring everything from my own toothbrush and toothpaste down to lip balm and moisturizer. Why not just have the essentials on request or stocked in the lavatory? Don't JALs cabin attendants walk around the cabin with a basket full of toiletries that one might need along with face masks Ben tends to love and enjoy?
I think slippers and pajamas could be more useful as people tend to sleep in their own clothes. (I tend to bring my own on long-haul flights.)
The alternative Fiji is offering seems perfectly reasonable.
Hope more airlines do the same because I agree that is a lot of wastage.
Why not go with the new system and still offer a full amenity kit on demand for the seemingly few people who really value them?
I never cared about amenity kits personally, though I understand that some of the items may come handy to some. If those items are still available, just not handed out by default, I see this as a fairly positive change. No one loses anything, but waste is reduced.
I don't have a problem with this. I sometimes keep mine but often don't. Rather just pick and choose although I do get the novelty of the full kit for those who do not travel often in business.