By “Herui” Abebe Tecle
I recently traveled economy class on one of the US major carriers from Miami (MIA) to Frankfurt (FRA) via Atlanta (ATL). After six-hour layover at FRA, I was scheduled to connect to Eritrean Airlines (B8) flight #161 to Asmara (ASM) in Eritrea. The intent of this writing is about the latter, so there is no need to display the identity of the legacy carrier.
Having read so many negative comments about the legacy carriers, the services on both routes (MIA-ATL-FRA) fit the description I read. The economy seating was cramped. The flight was crowded; consequently, the overhead compartments were all taken. My carry-on bag had to share my legroom space on the cross Atlantic route, which is not comfortable for a six-feet man.
The
cabin crews seem unapproachable and disinterested in their jobs. I looked at my ticket and try to convince myself
that I shouldn’t expect much for the price.
I can understand the high load factor, which is due to low fares, but
a smile costs nothing. Most of the
crew appeared old with family responsibilities, and I guess they were affected
by the current threats of airlines filling for bankruptcy.
Having
flown for about 24 hours in the airways and airports, I arrived at FRA feeling
sleepy, fatigued, and with a big negative attitude against the Eritrean carrier
that I have not enplaned yet. It must
be the norm, when people take cross Atlantic flights they release their
frustration on the latter carrier.
Contrary
to my expectations the findings about Eritrean Airlines (“Eritrean” hereafter)
were as follow:
First,
I learned that not all airline services are provided in the air. Eritrean services started right at the
deplaning gate. Two Eritrean passenger
services staff extended us a warm welcome and provided hand-guided tour to the
check-in waiting area where we joined several passengers boarding for departure
to Asmara.
Second,
the Eritrean station manager at FRA was courteous, well polished and
informative. He called my name from the
list of passenger manifest as he did for others. I approached the check-in counter still with an attitude, which
he observed at a glance. After
verifying the name, he advised that the airline has upgraded my ticket to a
business class and wished me a pleasant trip.
What a surprise! I thought those
type of complements were long gone in the airline industry. I guess Omega Travel Services out of Seattle
who provided the ticket overnight must have put it in a nice word for me.
On
board Eritrean flight #161, I observed that the interior of the modern aircraft
B767 was not new, but in excellent condition, well groomed with homey looks,
spacious with good seat pitch and clean lavatory. Some seats with electric push button recliners didn’t function
well. There was no in-flight
entertainment system (IFE) on board this flight and when I asked line
management about lack of IFE, the response was simple; they were providing
basic safe transportation at this time.
Considering the cost of fuel, IFE and the associated expenses are viewed
as luxury services, which they can provide as cost of operation declines.
The
cabin crews were attentive and cheerful with smiling faces. The dark olive green uniforms with light
yellow blouses complemented their natural beauty. Most of the crews seem to have won a beauty contest before
joining the airline and I would rate them among the most beautiful flight
attendance in the industry. The head
flight attendant had a charming voice and made some easy listening clear
announcements, which outshined the other cabin crews. I don’t remember seeing nametags, but it helps to call them by
name.
The
flight deck crews headed by captain Musie and Mr. Yemane provided passengers
the right amount of information without disturbance. The deck crews made a smooth take-off and perfect landings first
at Rome and finally at Asmara. Captain
Musie and Mr. Samuel commanded the return flight and experienced safe and on
time performance. I attest that these
pilots were nothing, but world-class professionals. I had the pleasure of talking to Captain Musie at ASM, I learned
that he is a high-time captain.
In
addition to the flight crews, there was a set of in-flight maintenance people,
which is unusual in these days of airline operations. It is comforting to have flight engineer and in-flight medic on
board. It looks these maintenance crews
are cross utilized to load and unload luggage at different destinations where
labor is expensive.
The
food service was just perfect. After
take-off, hot towel was made available in business class, followed by a nice
seafood platter with a choice of red wine or roasted chicken and beer. After the main course, it seemed that the
cabin crew knew what we wanted for the rest of the seven-hour trip and made it
available with great tranquility. I
visited the economy class section and observed that the quality of the main
course was palatable with sufficient refreshments. Here again, the cabin crews were equally attentive and working
very hard to improve customer satisfaction.
Normally,
I fill-in the passenger comment form and return it to the airlines, but this
experience was an exception and decided to post it. This is truly a confession of a typical air traveler that tends
to under rate airlines from the developing nations while their services are
superior. If we look at the top ten
airlines for 2004, all except three (Qantas 4th, British Airways 6th
and Continental Airlines 9th place) are from Asia. Singapore Airlines followed by Emirates were
top of the chart. Additionally, the
five-star rated airlines are all from Asia: Cathay Pacific Airways (China),
Qatar Airways (Qatar), and Singapore Airlines (Singapore).
|
Airline of
the Year - Top 10 |
|
1 Singapore Airlines |
|
2 Emirates |
|
3 Cathay Pacific |
|
4 Qantas Airways |
|
5 Thai Airways |
|
6 British Airways |
|
7 Qatar Airways |
|
8 Malaysia Airlines |
|
9 Continental Airlines |
|
10 ANA All Nippon Airways |
Source: Skytrax
It
is also true that when major carriers exhibit poor services, the traveling
public tends to find excuse for them, but not for the latter. Patrons of major airlines appreciate values
served on their airlines, because they reflect their culture. These patrons tend to write well about them
that inflate their rating; where as patrons of the latter just appreciate that
they have means of transportation and they don’t write positive comments of the
superb services they enjoy. I think
airline services in some of the developing nations have come a long way. Other small ones are following the same path
and we need to be fair in rating them, when they provide quality services
unlike the major carriers emphasizing in passenger volume.
On the basis of my first experience with Eritrean Airlines, I rate it as one of my favorite airlines and I sincerely recommend to all travelers, nationals and non-nationals alike to consider its world-class services and modern product line. During my stay in Asmara, I learned that the airline is expanding its scheduled routes, has started charter operations including ACMI leases and is keen to improve customer satisfaction.
In summary, Eritrean Airlines is getting better every day!