When it comes to perks on a flight it’s more often than not that the more you pay the more you get.
Any in-flight product announcement that looks like what we’d like on a flight is usually reserved to those in first or business class, while those in economy are left to a basic service.
Given that the cattle class is where the majority of customers will sit it’s a wonder that airlines do not do more for them, and that was the idea behind Qantas’ new food offering and service in economy.
Speaking to media last week, and earlier in the day to travel agents from the likes of Flight Centre and Trailfinders, Qantas regional general manager UK & Ireland Eric Jelinek said the airline wanted to “establish a game-changing product and service” for the millions that fly in economy.
“During feedback our customers repeatedly came back with three pin points. The first was that it took too long to serve them, then that they would eat their meal quickly and it would take a while for the tray to be taken away,” he explained.
In response the airline has introduced a menu with three options, with an additional fourth option for those that order before through its Select on Q-Eat service. Economy passengers also receive a welcome drink from Australian based firm Bickford’s, with flavours exclusive to the airline.
Meals will not be served on a traditional tray but a small plate instead. The smaller receptacle means more can be stored on the trolleys, and also means that be design it can offer 50% more food than before. The move not only speeds up serving but means the crew are able to move onto helping in other ways.
“With this quicker service our crew are able to attend to more requirements so the service standards go up. During our trials the customer satisfaction doubled,” Jelinek said.
The new economy menu starts on flights from Melbourne-Dubai-London Heathrow tomorrow and London Heathrow-Dubai-Melbourne on Wednesday, before rolling out to other Asia Pacific and US destinations.