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Yes, I agree to some extent. The economy flight experience has certainly changed a lot over the years.

However, it’s a market economy and if people want to fly as much as they do and for it to be as ‘affordable’ as possible in economy, then something’s got to give. They can’t have it all. Some airlines have tried and some are successful in differentiating with passenger comfort and/or service, however, sadly airline seats seem to be regarded by the many people as a commodity which they should get at the cheapest price possible.

Have you ever read the book ‘Moments of Truth’? It was written by someone who ran SAS and it was a general business book about customer experience. It’s probably a bit dated now but it’s probably still a good read.

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Do you not think that airplanes should not be layed out as a premium economy seat as standard though?

Surely, it’s all about profit, not passenger comfort.

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On most short haul flights premium economy isn’t an option (though I might be wrong on that?) and it’s not usually worth paying for business. BA for example have some planes which are mainly kitted out with business seats but at the weekends move the curtains back so if you sit towards the front of economy you’d get a business class seat.

On long haul, business is too expensive for me but premium economy is often affordable. I’m happy to pay for it.

In fact, I think premium economy is so good that at work, we offer premium economy upgrades to our customers with minimal, often no mark up. We don’t necessarily tell them that, but we just offer them the option of doing it at a certain price and I’m really pleased when people take it up – we want them to have the best holiday experience possible and if they arrive refreshed, the holiday starts off on the best foot.

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