No Swiss expression for civilized aviation (yet)
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No Swiss expression for civilized aviation (yet)
Interesting article on Swiss' inflight service in today's Tages Anzeiger at
http://www.tagesanzeiger.ch/ta/taOnl...l?ArtId=187800
and this is a rough translation:
Overcooked pasta – best yogurt
Swiss claims to have reinvented in-flight service and to be the world’s best airline. Yet neither ambition seems to have been achieved yet, as highlighted by a recent test.
“I can’t provide you with a glass for your white wine unless you either take some red or Spanish sparkling wine first.” This the reply of a Swiss flight attendant on a recent New York to Zurich service after being asked by a passenger to kindly serve the white wine in a glass rather than a cheap and nasty plastic tumbler.
This is not the sort of answer expected by passengers flying a self-proclaimed “Premium Airline”, even if flying hard bench class. It also does not reflect the “ambience of hospitality” which Swiss chairman Pieter Bouw claims to have already instilled throughout.
But is this rude reply simply a one-off and thus an isolated incident? The “Swiss Test” carried out by the “Tages Anzeiger” unfortunately shows a different picture: the patchy visual impact of the Swiss fleet in its current state is carried right into its cabins. This airline presently does not offer a constant and high level of serviced. There is a wide gulf between its claim to have redefined civilized aviation and reality.
Admittedly: Swiss has been in the air for only around six weeks and thus cannot realistically have completely realigned its entire product. In addition, the “Tages Anzeiger” test is not a representative one, as it is based on the personal experience of selected journalists.
Nevertheless, something has to be badly wrong if – with the notable exception of a charter service to Tenerife – all testers were not happy with the service they experienced. This has to be seen against the background of Swiss chairman Bouw’s own statement that all advertised promises have to be delivered on all flights. In his own judgment, even one percent of unhappy travelers would be unacceptable.
“As bad as ever”
The proportion of unhappy travelers is, however, already higher among “Tages Anzeiger” staff:
On a recent flight between New York and Zurich, we were served a breakfast tray without cutlery. An unrelated but very loud argument carried out between two flight attendants in an aisle was only terminated after a passenger began to cough audibly in order to catch the attention of one of them to order a drink. Our tester’s verdict about this flight was understandably harsh: “As bad and as provincial as ever”.
Others are less critical: “Overall impression: Little or no change as compared with before.” The Swiss flight from Buenos Aires to Zurich took off after a delay of four hours. Whilst passengers were indeed served a snack during the waiting period, they were not offered any explanation for the delay. However, the in-flight service itself was mostly appreciated: friendly staff, attentive “but not overly great” service. Bad marks, though, for the food. No larger portions – as promised by Swiss – and overcooked pasta. On the return flight standards slipped, with service being more indifferent and the identical pasta dish being on the menu again.
In general, testers reserved most of their criticism for the food – even in Business Class. There, on a flight between Washington DC and Zurich, both starter and dessert were served on the same plate. The schnitzel was so tough it could hardly be cut with the plastic knife provided. Choice on most flights seems to have been limited to either chicken or a vegetarian pasta dish.
Satisfying Breakfast
“Totally satisfied” was the verdict of one of our testers known as a gourmand on the breakfast he was served between Zurich and Hamburg. He was delighted to see a large breakfast with “excellent, fresh bread, the best yogurt in the world and a beautiful cheese platter with melon – very stylish”. Sadly, this impression was not to last, as on his return flight that evening he was served “a total disaster”. Instead of an evening meal, he was presented with one of Crossair’s infamous and excessively chilled sandwiches. And there was none of the widely announced bottled wine on board, either. His verdict on that flight: “Not good enough”.
All in all, Swiss fails to exceed or even reach the standards of other airlines. One of the female testers commented that “if you did not know that Swiss was a new company, you certainly would not notice it.” As yet, there is no Swiss expression for civilized aviation.
http://www.tagesanzeiger.ch/ta/taOnl...l?ArtId=187800
and this is a rough translation:
Overcooked pasta – best yogurt
Swiss claims to have reinvented in-flight service and to be the world’s best airline. Yet neither ambition seems to have been achieved yet, as highlighted by a recent test.
“I can’t provide you with a glass for your white wine unless you either take some red or Spanish sparkling wine first.” This the reply of a Swiss flight attendant on a recent New York to Zurich service after being asked by a passenger to kindly serve the white wine in a glass rather than a cheap and nasty plastic tumbler.
This is not the sort of answer expected by passengers flying a self-proclaimed “Premium Airline”, even if flying hard bench class. It also does not reflect the “ambience of hospitality” which Swiss chairman Pieter Bouw claims to have already instilled throughout.
But is this rude reply simply a one-off and thus an isolated incident? The “Swiss Test” carried out by the “Tages Anzeiger” unfortunately shows a different picture: the patchy visual impact of the Swiss fleet in its current state is carried right into its cabins. This airline presently does not offer a constant and high level of serviced. There is a wide gulf between its claim to have redefined civilized aviation and reality.
Admittedly: Swiss has been in the air for only around six weeks and thus cannot realistically have completely realigned its entire product. In addition, the “Tages Anzeiger” test is not a representative one, as it is based on the personal experience of selected journalists.
Nevertheless, something has to be badly wrong if – with the notable exception of a charter service to Tenerife – all testers were not happy with the service they experienced. This has to be seen against the background of Swiss chairman Bouw’s own statement that all advertised promises have to be delivered on all flights. In his own judgment, even one percent of unhappy travelers would be unacceptable.
“As bad as ever”
The proportion of unhappy travelers is, however, already higher among “Tages Anzeiger” staff:
On a recent flight between New York and Zurich, we were served a breakfast tray without cutlery. An unrelated but very loud argument carried out between two flight attendants in an aisle was only terminated after a passenger began to cough audibly in order to catch the attention of one of them to order a drink. Our tester’s verdict about this flight was understandably harsh: “As bad and as provincial as ever”.
Others are less critical: “Overall impression: Little or no change as compared with before.” The Swiss flight from Buenos Aires to Zurich took off after a delay of four hours. Whilst passengers were indeed served a snack during the waiting period, they were not offered any explanation for the delay. However, the in-flight service itself was mostly appreciated: friendly staff, attentive “but not overly great” service. Bad marks, though, for the food. No larger portions – as promised by Swiss – and overcooked pasta. On the return flight standards slipped, with service being more indifferent and the identical pasta dish being on the menu again.
In general, testers reserved most of their criticism for the food – even in Business Class. There, on a flight between Washington DC and Zurich, both starter and dessert were served on the same plate. The schnitzel was so tough it could hardly be cut with the plastic knife provided. Choice on most flights seems to have been limited to either chicken or a vegetarian pasta dish.
Satisfying Breakfast
“Totally satisfied” was the verdict of one of our testers known as a gourmand on the breakfast he was served between Zurich and Hamburg. He was delighted to see a large breakfast with “excellent, fresh bread, the best yogurt in the world and a beautiful cheese platter with melon – very stylish”. Sadly, this impression was not to last, as on his return flight that evening he was served “a total disaster”. Instead of an evening meal, he was presented with one of Crossair’s infamous and excessively chilled sandwiches. And there was none of the widely announced bottled wine on board, either. His verdict on that flight: “Not good enough”.
All in all, Swiss fails to exceed or even reach the standards of other airlines. One of the female testers commented that “if you did not know that Swiss was a new company, you certainly would not notice it.” As yet, there is no Swiss expression for civilized aviation.
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Well, some say SWISS means: So What It's Still Swissair.
Another journalist described a flight with an ex Crossair Avro RJ as: still Crossair, but without the goodies (like the large round chocolate looking like a big coin or the great champaign).
They aimed so high that it's probably impossible to satisfy the expectations they rose...
Another journalist described a flight with an ex Crossair Avro RJ as: still Crossair, but without the goodies (like the large round chocolate looking like a big coin or the great champaign).
They aimed so high that it's probably impossible to satisfy the expectations they rose...
