First class is dying. Here's why all fliers should care
If you fly in economy class like me, here's a meaningless fact: First class is dying.
Not all first class, of course. The latest lie-flat seats on coast-to-coast routes are amazing. And on trans-Atlantic and trans-Pacific flights, the offerings by carriers like Emirates and Singapore Airlines are legendary.
But on domestic routes, the premium seats aren't what they used to be. There's less legroom, the amenities are disappearing and the service is lacking. It's economy class-ish circa 1970 on some planes.
Come to think of it, maybe that's not as meaningless as it sounds. Because if an airline can't get first class right, imagine what's in store for the bleacher seats.
"The days of first-class travel in the United States simply no longer exist like they used to," says Sheridan Becker, a guidebook writer who recalls the glory days of domestic air travel before airline deregulation in the late '70s. They used to include luxury amenity kits loaded with gear, over-the-top service even on short-haul flights, and plenty of personal space.
"Airlines have simply flown away from the good old days," she adds.
Airline insiders would argue that there are sound reasons for abandoning a true first-class experience. Chief among them: The economics don't make sense. But there's a customer service perspective on this industry-wide downgrade, too. Profit margins are not a customer concern, nor should they be. To customers, first class represents the best an airline can do.
And from that point of view, what do the new second-class sections say about the rest of the company?
Bruce Tepper, a tourism consultant based in Sonora, Calif., is "amazed" by the decline in service and amenities in the recent past. He says the seats are less comfortable, notably the amount of legroom, which is barely more than economy-class sections used to have before deregulation. On a recent flight, the airline had unplugged its in-flight entertainment system in first class, because most passengers just bring their own tablets, a flight attendant explained.
As for the food and drinks, that may be the worst part. Gone are the palatable wines and the gourmet food.
"The meal is unappealing," Tepper says. "A tasteless hamburger or some kind of bland salad."
Part of the problem is that first class, which most reasonable travelers would call the section in the front of the plane with the big seats, is often not even called first class any more.
"The line between first class and business class is very much blurred," says Andrew Royce Bauer, a frequent flier who runs a luggage company in Secaucus, N.J. To find a true first-class experience, he has to do a lot of research. His own strict definition of first class includes a car to the airplane, a large seat, a beautiful lounge and great in-flight dining. Some of those amenities are only available on transcontinental routes, if they are at all.
But another part of the problem — at least from the customer's point of view — is the airline industry's relentless focus on efficiency, which indiscriminately strips away basic, unprofitable services.
"We all want the cheapest fare possible," says Heidi Lamar, a frequent business traveler who owns a spa in Scottsdale, Ariz. "So quality is usually laid on the altar of price."
Lamar also thinks loyalty programs have degraded the first-class experience. A cursory search will pull up hundreds of blogs that offer advice on how to get "free" first-class privileges on a flight even if you've never flown before.
"Now that everyone with a travel perks credit card is eligible for upgrades and early boarding, the frequent traveler has a lot more competition for the good seats," she notes.
As a shameless supporter of generous one-class configurations where all passengers are treated well, it's tempting to dismiss these complaints as first-world whines. I can't do that. Because if airlines are doing this to their best customers, imagine what they have planned for the rest of us? The death of domestic, short-haul first class is a bad omen. When an airline's flagship product starts to falter, all of us will eventually suffer.
How to find real first class
• Know what to look for. For example, American Airlines operates two types of Airbus A321 aircraft — the A321B and T. The "T" stands for Transcontinental, and has a first-class experience that's a "massive leap forward for the carrier," says Kyle Stewart, a loyalty program expert. What a difference a single letter can make.
• Cast a wide net. Non-legacy airlines may offer a surprise first-class experience, even on shorter domestic flights. Virgin America and JetBlue can offer many aspects of a premium experience, particularly when it comes to service, that other airlines can't approach.
• Look for it in the right places. True first class still exists on long international flights. Typically, the longer the flight the better the first class. Let's just say passengers on their way to Singapore and Dubai are not complaining about first class. Glen Loveland, who works for a TV network in Beijing, doesn't even bother with premium air travel in the United States. "I won't pay for so-called 'first class' tickets on U.S. airlines," he adds. "It's just not worth it."
Christopher Elliott is a consumer advocate and editor at large for National Geographic Traveler. Contact him at chris@elliott.org or visit elliott.org.