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Is Emirates Sacrificing Quality For Size?  
User currently offlinemikey72 From United Kingdom, joined Oct 2009, 1780 posts, RR: 2
Posted (3 years 8 months 1 day 3 hours ago) and read 15574 times:

I've been hearing some not very complimentary remarks about Emirates lately. Particularly about their service standards dropping and attitude of cabin crew.

Is it difficult for Emirates to maintain standards due to their rapid expansion and the fact that their crews are all based away from their homes and basically don't have 'lives' ?

I'm guessng the airline has a pretty fast turnover of staff in this area. How will they cope when they reach their intended size ?

[Edited 2010-08-23 01:49:57]


Flying is like sex - I've never had all I wanted but occasionally I've had all I can stand.
35 replies: All unread, showing first 25:
 
User currently offlineIndianicWorld From Australia, joined Jun 2001, 2786 posts, RR: 0
Reply 1, posted (3 years 8 months 1 day 3 hours ago) and read 15565 times:

IMHO, Yes. In my experiences with them, it was very clear that quality has fallen.

Trying to grow, to that extent, and hold your standards is always a challenge, in all industries, due to pressures on processes, prodecures and execution of the required levels of delivery.


User currently offlineCHRISBA777ER From UK - England, joined Mar 2001, 5964 posts, RR: 62
Reply 2, posted (3 years 8 months 1 day ago) and read 14983 times:

The growth means that inevitably their quality levels have fallen but lets have some perspective here - they may have fallen a bit but they are still better than 99% of the world's airlines in that department. They used to be as good as SQ and thats a long way up high so you can forgive them a little if they fall a little from that lofty perch. Falling 5% from 99% is still 94% and thats not doing too badly!

Slating Emirates for being a thousand times better than any of the American or European carriers in terms of soft product - not really fair. Only really CX, SQ, TG, EY and NZ can realistically claim to have a consistently better soft product and not many of those have anything close to EK in the hard product stakes.

You cant judge an airline by the comments of a few people who moan about not being treated like business class passengers while buying the cheapest economy class ticket. People love to slag off the noueavu riche but the fact is they are an amazing business and company but much of the criticism is jealousy, plain and simple. 99% of the people slagging off EK on here have never even flown them. I am Gold level Skywards and do at least three or four Europe - Asia round trips in Y or C annually and have done for ten years, and I am in a well-placed position to comment here.

For me, yes the standard of soft product has fallen slightly ON AVERAGE - as I get more flights that were "so so" in terms of service than i used to, but they have never been less than so so, and are often absolutely bloody fantastic.

It is also worth pointing out that while the service and soft product has perhaps (and totally understandably) become a little more inconsistent, the hard product has improved and improved to my mind. Anyone complaining about the hard product offering on their newer 77W, 77L and A388s clearly has never flown them.

Service wise, sure the food is smaller portions and there is no amenity kit and the service can be a bit non-descript at times in Y, but where are you going to do better for the money? Delta? KLM? Virgin? I think not!

75% of the time I get the latest hard product, top notch service, fantastic food and everything else that you get with EK - and there are very, VERY few airlines that can get anywhere near them overall when that happens, as i said, 75% of the time. Only airline I rate higher is SQ.

So in answer to the OP - yes, EK are sacrificing quality for size, but anyone who thinks this is avoidable given their growth rates obviously knows nothing about the airline business. Frankly, given how much they've grown - into the industry leading leviathan they are now - falling in quality stakes as little as they have is a mind-blowing achievement.

If Delta or United were even half as good as EK are, we wouldnt hear the end of it about how they are the best in the world etc, but as its EK, people just love to hate them and slag them off. Sad but thats a-net for you.



What do you mean you dont have any bourbon? Do you know how far it is to Houston? What kind of airline is this???
User currently offlinedirectorguy From Egypt, joined Jul 2008, 1639 posts, RR: 11
Reply 3, posted (3 years 8 months 23 hours ago) and read 14835 times:

Quoting CHRISBA777ER (Reply 2):

Great analysis there

Quoting mikey72 (Thread starter):
Is it difficult for Emirates to maintain standards due to their rapid expansion and the fact that their crews are all based away from their homes and basically don't have 'lives' ?

Now that I disagree with. Most EK cabin crew choose to be based in Dubai because they want to spend a few years in a foreign city. After all, no one forced them to be EK cabin crew. I bet that most are probably happier being based in Dubai. And from what I see/hear, EK crew have a great social life. Although we do hear about the occassional lawsuit/complaint about EK cabin crew, the perception is suprisingly positive.


User currently offlinejetfuel From Australia, joined Jan 2005, 2195 posts, RR: 0
Reply 4, posted (3 years 8 months 23 hours ago) and read 14738 times:

As EK has grown their quality has become less consistent and I think that is merely a reflction of growth

1. Some of the a/c varies greatly in standard
2. Some service levels can be outstanding whilst on some flights very much below par

Just my experience



Where's the passion gone out of the airline industry? The smell of jetfuel and the romance of taking a flight....
User currently offlineff22DXB From United Arab Emirates, joined May 2008, 95 posts, RR: 0
Reply 5, posted (3 years 8 months 23 hours ago) and read 14734 times:

Quoting CHRISBA777ER (Reply 2):
You cant judge an airline by the comments of a few people who moan about not being treated like business class passengers while buying the cheapest economy class ticket. People love to slag off the noueavu riche but the fact is they are an amazing business and company but much of the criticism is jealousy, plain and simple. 99% of the people slagging off EK on here have never even flown them. I am Gold level Skywards and do at least three or four Europe - Asia round trips in Y or C annually and have done for ten years, and I am in a well-placed position to comment here.

Couldn't agree more.

Quoting mikey72 (Thread starter):
I've been hearing some not very complimentary remarks about Emirates lately. Particularly about their service standards dropping and attitude of cabin crew.

Is it difficult for Emirates to maintain standards due to their rapid expansion and the fact that their crews are all based away from their homes and basically don't have 'lives' ?

They have 'lives'. I have some friends working for EK, most of them are very happy, some not. Apparently the lat few years their schedule has been getting very tight. Less time when in layovers etc...
But as one of my friends mention, it is still better than working for some other airlines.
In my opinion, one of the risky decisions of EK is that sometimes they hire people without F/A experience, who are just looking for the jet-set style of life, and then they get tired after few months of serving people, and start with 'attitudes'.

I haven't flown EK in the last 12 months, but 2 of my last 3 flights with EK were superb in terms of service.


User currently offlinemigair54 From Spain, joined Jun 2007, 1485 posts, RR: 0
Reply 6, posted (3 years 8 months 22 hours ago) and read 14010 times:

Quoting ff22DXB (Reply 5):
But as one of my friends mention, it is still better than working for some other airlines.
In my opinion, one of the risky decisions of EK is that sometimes they hire people without F/A experience, who are just looking for the jet-set style of life, and then they get tired after few months of serving people, and start with 'attitudes'.

They want to be served, they don´t want to serve..... many people go to Dubai thinking about high life... not thinking about working..... There is a big difference about Asian F/A and Europeans (just need to see them at the airport, looking to the infinity and beyond and never smiling).....jejejejejeej....... and of course new F/A´s and old ones with many experience.... but I think EK is working hard to stop this but it´s difficult with such a huge number of people....

But I think they still have a good service, but it´s deteriorating.....


User currently offlineFlighty From United States of America, joined Apr 2007, 8205 posts, RR: 3
Reply 7, posted (3 years 8 months 22 hours ago) and read 13972 times:

Quoting CHRISBA777ER (Reply 2):
Falling 5% from 99% is still 94%

Well, not where I come from.  


I only flew EK's A345 and it was nice.

Quoting CHRISBA777ER (Reply 2):
Only airline I rate higher is SQ.

Have you tried Asiana? Just wondering because they are supposed to be very good.


User currently offline787pk From Pakistan, joined Jul 2010, 7 posts, RR: 0
Reply 8, posted (3 years 8 months 21 hours ago) and read 13262 times:

Since 1998 I have frequently travelled between KHI-IAH,KHI-LGW and KHI-JFK.
If I recall post 2004 EK standard has really declined and I see continuous growth, cost control, staff turnover as major attributes for this decline.

Travellers are mainly pointing out EK economy class service loosing a lots of ground. Excluding the IFE EK is only 75% of how it used to be in Economy, be it food, seating, legroom or flight attendants. EK is smart in utilizing there established name and enjoying economies of scale with low staff costs based in DXB. First and Business is still good and EK is working hard.


User currently offlineSandroZRH From Switzerland, joined Feb 2007, 3415 posts, RR: 50
Reply 9, posted (3 years 8 months 21 hours ago) and read 12948 times:

Quoting CHRISBA777ER (Reply 2):
Slating Emirates for being a thousand times better than any of the American or European carriers in terms of soft product

I agree on the former, but strongly disagree on the latter. In terms of hard product, maybe, but soft product? Particularely in term of crew attitude they lack behind quite a few European carriers.

EK is still living on past glory, and I wonder how long it will take until people will realise that they're not as good as they (supposedly) used to be. Sure they're still in the say top 25%, but they have dropped out of the top 10 a long time ago, based on my experience.

Quoting Flighty (Reply 7):
Have you tried Asiana? Just wondering because they are supposed to be very good

They're excellent.


User currently offlineshankly From United Kingdom, joined Jan 2000, 1528 posts, RR: 1
Reply 10, posted (3 years 8 months 21 hours ago) and read 12827 times:

Quoting CHRISBA777ER (Reply 2):
Anyone complaining about the hard product offering on their newer 77W, 77L and A388s clearly has never flown them

Spot on Chris, in fact I would go as far as saying in Business, those brand new 77W's are as good as any other Business product in the skies. In fact if the 777 wasn't so noisy [and had a bar(!)], I would prefer that product to the A380.

EK now my preferred airline LHR/LGW-CPT. Buckets cheaper than BA/SAA, bigger baggage allowance and still chauffer pick-up. Well worth the stop over in DXB



L1011 - P F M
User currently offlineincitatus From Brazil, joined Feb 2005, 3964 posts, RR: 13
Reply 11, posted (3 years 8 months 21 hours ago) and read 12602 times:

Quoting CHRISBA777ER (Reply 2):
I am Gold level Skywards and do at least three or four Europe - Asia round trips in Y or C annually and have done for ten years, and I am in a well-placed position to comment here.

Those who hold frequent flyer status on an airline are not treated the same as everybody else. Because of their status and perks, they are willing to live with service shortcomings if they happen. That places them at the other end of spectrum when criticizing an airline. That is the case with EK, or any other large airline running affinity programs with a lot of benefits.


User currently offlineabrelosojos From Venezuela, joined May 2005, 5014 posts, RR: 55
Reply 12, posted (3 years 8 months 20 hours ago) and read 11717 times:

I think I fly often enough (and in all cabins) to make a statement:

EK product has fallen significantly and there has been a consistent decline in all levels of cabin service, especially in their Premium cabins.

I wrote this on my report earlier, and I maintain this now: anything money can buy, EK is still one of the best (seats, aircraft, IFE, etc.) - anything that is "classy" and requires "soft skills", EK is just average - this is PARTICULARLY true for crew who are nothing special to write home about.

In Economy class, passengers notice these less (or, put up with it more) because they have excellent hardware - which when compared to other carriers, they don't get. However, the lack of "soft skills" is particularly noteworthy in the Premium cabins. In the drive to become mass market, it is appauling at how much EK glosses over the finer details of premium service.

And I must disagree with Chris - EK's JCL/FCL product is nothing particularly earth shattering when compared to several European and American carriers - several other carriers in Asia (ME, GCC, South, East) are consistently better.

Saludos,
A.



Live, and let live.
User currently offlineAirIndia From United Arab Emirates, joined Jan 2001, 1607 posts, RR: 1
Reply 13, posted (3 years 8 months 20 hours ago) and read 11569 times:

Quoting CHRISBA777ER (Reply 2):
You cant judge an airline by the comments of a few people who moan about not being treated like business class passengers while buying the cheapest economy class ticket.
Quoting CHRISBA777ER (Reply 2):
anyone who thinks this is avoidable given their growth rates obviously knows nothing about the airline business

Not only in airline but any service based business will see this decline in service quality when they cannot match growth in hard product with simultaneous soft product. Cabin crew need training and then time on the job to mature and match service levels that thy have to live up to.

Quoting abrelosojos (Reply 12):
However, the lack of "soft skills" is particularly noteworthy in the Premium cabins. In the drive to become mass market, it is appauling at how much EK glosses over the finer details of premium service

It will require time for soft skills to attain higher standards as cabin crew mature on the job. however, I dont see it happening till the current fleet growth is happening........


User currently offlineCHRISBA777ER From UK - England, joined Mar 2001, 5964 posts, RR: 62
Reply 14, posted (3 years 8 months 19 hours ago) and read 10983 times:

Quoting Flighty (Reply 7):
Have you tried Asiana? Just wondering because they are supposed to be very good.

Yes - they were excellent on the LHR-ICN i did last year and better than KE for me, but onwards to NRT and earlier this year SIN-ICN they were ok but not much to shout home about, mind you it was only a short flight.



What do you mean you dont have any bourbon? Do you know how far it is to Houston? What kind of airline is this???
User currently offlineCHRISBA777ER From UK - England, joined Mar 2001, 5964 posts, RR: 62
Reply 15, posted (3 years 8 months 19 hours ago) and read 10670 times:

Quoting abrelosojos (Reply 12):
I think I fly often enough (and in all cabins) to make a statement:

EK product has fallen significantly and there has been a consistent decline in all levels of cabin service, especially in their Premium cabins.

I wrote this on my report earlier, and I maintain this now: anything money can buy, EK is still one of the best (seats, aircraft, IFE, etc.) - anything that is "classy" and requires "soft skills", EK is just average - this is PARTICULARLY true for crew who are nothing special to write home about.

In Economy class, passengers notice these less (or, put up with it more) because they have excellent hardware - which when compared to other carriers, they don't get. However, the lack of "soft skills" is particularly noteworthy in the Premium cabins. In the drive to become mass market, it is appauling at how much EK glosses over the finer details of premium service.

And I must disagree with Chris - EK's JCL/FCL product is nothing particularly earth shattering when compared to several European and American carriers - several other carriers in Asia (ME, GCC, South, East) are consistently better.

Saludos,
A.

I read that - was interesting. I mainly fly Y at the moment and only ever go C when upgraded or awarded, as i fly for work and they are too (usually) tight to send me C, even on the really long legs (unless Ive got a meeting or something the same day I arrive).

Anyway - on the legs Ive taken in EK C its been fine. I guess it comes down to not (usually: Ive only paid for C a couple of times and thats been for special occasions) having paid for it out of my own pocket, so its hard to be harsh on them when its an upgrade or award ticket.

Mind you i did LHR-DXB-SIN last month in C all the way and i honestly couldnt fault it. Absolutely brilliant from beginning to end, all four legs. Ive taken C flights where the service has been better, and C flights where the hard product has been better, but only SQ is consistently better in both respects for me. People love QR and EY and I'm silver tier with both and think both on their day are as good as EK, but are far more inconsistent.

EK do quite often have great crews that really make for a spot on flight - when they are bad they are still ok (ish) but when they are good they are absolutely brilliant.

I should also say that I'm a "foodie" and i'll put up with a lot if the food is good - and ive never had a bad meal on EK on any class, ever, in loads and loads of flights with them. Flight last month was bloody lovely - good choice of wine, tender prawns, perfectly cooked meat, nice salad, bags of flavour, beautifully presented and the service was faultless. I think there are people who are naturally critical of things like food and service etc, and I am a fairly easy going person really. I think also DXB is a factor itself - you either like it or you dont, and I do. I go there a LOT and find it an easy place to chill, spend some time and to transit. I get why a lot of people dont but i do. I dislike DOH big time for example, and it affects my overall impression of QR as a result. I would take EK over QR any day of the week, even if it means 77W and not A346!

Ive only really had a small number of truly bad flights where the food has been crap and Ive objected to the service, seat, IFE or lack of it etc. I do go on about it but i have had some shockers with Delta, and also with AA. Never rated LH, and KLM have been a huge let down on a couple of occasions in the past. Never thought KE or even MH were all that either to be honest. I'd take EK any day over them, but its personal preference at the end of the day! There are guys on here who have had the best flight of their lives on Delta and all sniggering and laughing aside, it is their personal preference (however much that may seem weird!).

My schedule and work means I fly to Asia a lot, and that means that for whatever reason, often price but timings often make a difference too, i fly EY and QR sometimes too, and all three quite often to the Middle East. All i can say is I'm spoilt - all three are bloody brilliant and I wish they would fly transatlantic from LHR because if they did I'd tear up my Virgin Flying Club and BA Exec cards (with a lot of miles on them!) in a heartbeat. Its not very loyal to my national carriers, but the simple fact is that I fly Y most of the time and against EK they just do not cut it.

[Edited 2010-08-23 10:45:05]


What do you mean you dont have any bourbon? Do you know how far it is to Houston? What kind of airline is this???
User currently offlineCHRISBA777ER From UK - England, joined Mar 2001, 5964 posts, RR: 62
Reply 16, posted (3 years 8 months 18 hours ago) and read 10619 times:

Quoting shankly (Reply 10):
Quoting CHRISBA777ER (Reply 2):
Anyone complaining about the hard product offering on their newer 77W, 77L and A388s clearly has never flown them

Spot on Chris, in fact I would go as far as saying in Business, those brand new 77W's are as good as any other Business product in the skies.

C class on SQ on the A380 or 77W is better than EK's latest C offering I have to say - jawdroppingly amazing. Most airline's F is not as good as that. I honestly didnt want to get off the plane!  



What do you mean you dont have any bourbon? Do you know how far it is to Houston? What kind of airline is this???
User currently offlinesoups From Ghana, joined Jun 2004, 3438 posts, RR: 14
Reply 17, posted (3 years 8 months 18 hours ago) and read 10257 times:

Flew EK many times
LHR-DXB
ACC-LOS-DXB
ACC-ABJ
ACC-DXB
DXB-MAN
DXB-BHX
DXB-BKK
DXB-KUL
DXB-SIN
Their standard keeps falling, their terminal keeps getting crowded. Last time my friend was flying with them i pre-booked and paid for a bottle of champage (for her honeymoon). They gave it to her while landing in DXB at 7am, She landed in DXB for her connecting flight and it got seized due to liquid regulations which is fair enough, she even asked the cabin crew if she could take it on her next flight they said yes. When she flew back to the UK, she complained to their customer department and they said cabin crew are always busy and she should consider herself lucky that she received it (alltho i paid for it).

Their staff in DXB have got attitude, while their Y class staff seem to be unintereted in their job.
I would rather fly QR any given time, as their a/c are more comfy



Next destinations, Suarabaya, beirut, paris, Accra
User currently offlinelaca773 From United States of America, joined Nov 2004, 3945 posts, RR: 2
Reply 18, posted (3 years 8 months 18 hours ago) and read 10108 times:
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Quoting 787pk (Reply 8):

Travellers are mainly pointing out EK economy class service loosing a lots of ground. Excluding the IFE EK is only 75% of how it used to be in Economy, be it food, seating, legroom or flight attendants. EK is smart in utilizing there established name and enjoying economies of scale with low staff costs based in DXB. First and Business is still good and EK is working hard.

Hasn't there been marked catering cutbacks in Y? From the photos I've seen, it looks like one of the dishes has been removed (salad?). Didn't they used to give amenity kits in J on their Europe-Dubai segments?

Is their soft product more upgraded on their ULH flights, i.e., DXB-LAX/SFO/IAH/SYD/AKL etc?

Quoting abrelosojos (Reply 12):
think I fly often enough (and in all cabins) to make a statement:

EK product has fallen significantly and there has been a consistent decline in all levels of cabin service, especially in their Premium cabins.

I wrote this on my report earlier, and I maintain this now: anything money can buy, EK is still one of the best (seats, aircraft, IFE, etc.) - anything that is "classy" and requires "soft skills", EK is just average - this is PARTICULARLY true for crew who are nothing special to write home about.

In Economy class, passengers notice these less (or, put up with it more) because they have excellent hardware - which when compared to other carriers, they don't get. However, the lack of "soft skills" is particularly noteworthy in the Premium cabins. In the drive to become mass market, it is appauling at how much EK glosses over the finer details of premium service.

And I must disagree with Chris - EK's JCL/FCL product is nothing particularly earth shattering when compared to several European and American carriers - several other carriers in Asia (ME, GCC, South, East) are consistently better.

Saludos,
A.

   Sr. A. gets it right everytime (in my opinion).


User currently offlinepylon101 From Russia, joined Feb 2008, 1392 posts, RR: 0
Reply 19, posted (3 years 8 months 17 hours ago) and read 9698 times:

I agree that DXB is too small. As most of traffic arrive and leave between 9 pm and 4 am - it feel really bad.
And this negative emotion just is just impossible not to carry on EK.

But when I was driven in a bus (no gate was available for SQ flight DME-DXB-SIN (777-300!!) I was amazed:
going through those never-ending rows of huge heavies made me thing: "How is it possible to manage all this?"

I think that some slip in service quality is just drawback of the expansion. And it was in the business plan.
But EK keep working really hard - no matter what. And it it's one of a kind.


User currently offlineCHRISBA777ER From UK - England, joined Mar 2001, 5964 posts, RR: 62
Reply 20, posted (3 years 8 months 16 hours ago) and read 9142 times:

To further drive the topic - I would say, I took an EK A332 DXB-MUC not so very long ago and it was a very steep drop from the two month old 77W i got off at DXB. Very tatty and the hard product was ancient. Soft product was ok, food good, but it wasnt a wonderful experience i have to say. We had an EY A332 parked alongside us - same plane, same engines, same flight length, same standard of food, similar service, same similar legroom etc but a very different in-flight experience I think, based on flights I've taken with EY.

Like a decline in soft product quality, the perseverance with the A332s with the old cabin is another indictment on an airline growing so fast that it just does not have the time to upgrade, and because it has so many new planes on order.

I dont think any airline has ever grown as much and as fast as EK has - this is undiscovered country i think.

I've been told that EK has been addressing the issue of slipping in-flight standards of late in-house, and that an improvement drive is on the way.

An aspect to EK's service that i dont think has been brought up is the sheer diversity of EK's cabin crew pool, because it flies to so many international destinations. All the best flights i've taken on EK have had British cabin crew on - they are very common to the UK, Bangkok, Singapore, the US and the Australasian destinations and these are the ones I fly the most. Their South East Asian crews are very smiley and helpful generally, but they have a lot of Africans on almost all flights that can be absolutely brilliant as well. The Aussies and Kiwis are generally very good.

I think different people have different perceptions of service on EK because their cabin crew is so diverse and so the standard of in-flight service varies so much. Also, different nationalities like different things in terms of service.

It must be very hard indeed to have a common service ethos and standard when you have such a diverse pool. All told i dont think they do a bad job!

NB - to the poster above, who said the EK staff at DXB have an attitude - yes I've noticed that. But that's Dubai for you - service is quite rushed, abrupt and impersonal in many places. I've found they are a lot friendlier when you show them your gold Skywards card!  



What do you mean you dont have any bourbon? Do you know how far it is to Houston? What kind of airline is this???
User currently offlineshankly From United Kingdom, joined Jan 2000, 1528 posts, RR: 1
Reply 21, posted (3 years 8 months 14 hours ago) and read 8104 times:

Quoting CHRISBA777ER (Reply 16):
C class on SQ on the A380 or 77W is better than EK's latest C offering I have to say - jawdroppingly amazing. Most airline's F is not as good as that. I honestly didnt want to get off the plane!

Of course it is Chris, but not at EK's prices. If i'm going London - SIN or KUL, I would normally use EK or QR and keep several thousand quid in my pocket



L1011 - P F M
User currently offlinegemuser From Australia, joined Nov 2003, 5554 posts, RR: 6
Reply 22, posted (3 years 8 months 14 hours ago) and read 7667 times:

Quoting CHRISBA777ER (Reply 2):
they may have fallen a bit but they are still better than 99% of the world's airlines in that department.
Quoting CHRISBA777ER (Reply 2):
If Delta or United were even half as good as EK are
Quoting SandroZRH (Reply 9):
I agree on the former, but strongly disagree on the latter. In terms of hard product, maybe, but soft product? Particularely in term of crew attitude they lack behind quite a few European carriers.

My comments are based on a round trip SYD-BKK-DXB-VCE (6 sectors) in Oct 09, in Y.
The EK hard product on B77W was terrible. I know others disagree, but a 10 abreast B777 is an abomination. Compared to that DL's 9 abreast B777 is great.

I found the soft product to be extremely variable. The crew SYD-BKK & DXB-VCE were excellent, at least equal to QF/BA. The other four sectors ranged from OK to bloody awful. I felt it was amateur hour at EK. Which IMHO is indicative of insufficient training & supervised experience, which in turn suggests that expansion IS out stripping the supply of good, fully trained cabin staff.

Gemuser



DC23468910;B72172273373G73873H74374475275376377L77W;A319 320321332333343;BAe146;C402;DHC6;F27;L188;MD80MD85
User currently offlineglobetraveller From Germany, joined Apr 2008, 379 posts, RR: 20
Reply 23, posted (3 years 8 months 13 hours ago) and read 7409 times:

I know some people on this forum are of the opinion that I work for EK: this is not true. I do fly with them quite a bit, but not all the time. My last flight was with BA, for example.

To answer the OP's question: is EK sacrificing quality for size? This completely depends on what aspect of the product you are looking at. If quality = consistency then yes, EK is making some sacrifices. If quality = the hard product, then I would say no.

I have flown on countless EK flights over the last five years and I would say that things have become more inconsistent. There are some pretty dire nuts in the EK crew pool, but I have had these on ALL airlines, yes, even SQ. I think the poor crew members have got worse. There definitely has been an overall drop in the soft product, but other aspects of the overall product have improved.

Let us not forget that frequency, the route network and the hard product are a part of an airline's 'quality'. There can be little doubt that these have greatly improved over the last ten years and the new premium EK offerings are pretty hard to beat. People will always complain about the 3-4-3 configuration in Y on the 777s, but I doubt that many people have actually tried it out. Having spent 16 hours in Y on a 77L, let me tell you how it feels: pretty damn uncomfortable. But then again, what economy class seat would not feel uncomfortable after 16 hours? I find EK's Y seats are not more uncomfortable than most other Y seats around, especially as their legroom is still above average. So has there been a drop in the quality of the hard product to expand? I don't think so.

Furthermore, the hard product is now more uniform than it was ever before, with most of the 77Ws having been upgraded in J, for example. Sure, the A332s, A343s and older 777s differ from the new 77Ls and A388s, but product variations exist in all airlines. As Chris has already stated, maybe if we compared EK now purely to EK 10 years ago, then there has been a drop in quality. However, can EK in 2010 really be compared to EK in 2000?

In the end, some things have gotten worse, others better. EK is an airline that people hate to love and love to hate. In the end, it is all a matter of perspective.

Globetraveller


User currently offlineLAXspotr From United Arab Emirates, joined May 2005, 81 posts, RR: 2
Reply 24, posted (3 years 8 months 13 hours ago) and read 7376 times:

Life here in DXB is absolutely fantastic, especially A380 life! I chuckled at the suggestion made initially that the EK Cabin Crew have no lives.

There's no question the issue being discussed is of great concern to the company. Emirates recognize the immense challenge and have been proactive in assuring the maintenance of superior quality service by a variety of means. All new Cabin Crew are put through 6 weeks of intensive training (Emergency & Safety Procedures, General Medical Training, Security Training, Image & Grooming, and Service Training) and all existing staff are required to complete a grueling annual 'Recurrent' in which these skills are evaluated by performance. In addition, all GR2, GR1, and FG1 crew are regularly assessed of their onboard performance by their seniors.

As one of the world's largest airlines, naturally no two flying experiences will be exactly the same for any passenger. Cabin Crew are human afterall and realistically cannot perform 100% identically. For every few individuals who excel and take pride in their job, there is always going to be, unfortunately, one bad apple every now and then...

All that can be done, I feel, is for EK to continue to provide its employees with the thorough foundation of etiquette and knowledge that have proven to establish the company as an award winning airline with the global reputation others envy.

- Josh May


25 t154m : Fellow travellers if you'r complaining about EK crew being unexperienced or lack atiquet or being rude, then try AIR FRANCE, KLM or IBERIA cabin crew,
26 gemuser : You are generalizing from anecdotal evidence. Which, of course, is what this thread is about. On my recent BOS-CDG flight the AF crew was superb. Bet
27 ChopChop767 : My one and only trip to DXB was on Northwest and KLM via AMS. Frankly, I had wanted to try Emirates, as most of the reviews had them on par for servic
28 Flying Belgian : With the network/fleet growth that EK has, it's simply impossible to keep the level and reputation they've had in the early 2000s. Certainly taking in
29 Post contains images randykkubo : Emirates is a good airline, but anytime a company expands enormously there's a point where standards can fluctuate. At least they're a safe airline to
30 kaitak : Just to put the issue of rapid growth in perspective, SIA now carries around 18-19m passengers a year, a number which it has achieved over a period of
31 AirIndia : Surveys on ICE is a good option. however, it is commonly observed that surveys are only accessed by those who wish to complain. More often than not,
32 PhilV : The problem with EK is oft course a problem of Human Resources. Growth and quality in service-orientated businesses is always a problem. A consistent
33 flyguy89 : With 90 A380's on the way (that number still absolutely boggles my mind by the way!) along with various other wide-bodied types, they're bound to have
34 EMAman : It quite a coincidence I stumbled across this post whilst just talking to my wife about how we wouldnt use emirates again. Flew LHR-DXB-LHR in y-class
35 Post contains images abrelosojos : = Thank you . Look, an airline with global aspirations like Emirates should not make "excuses" about its sheer drop in customer service. While I reco
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