So far, it’s hard to say that the way in which air transport has adapted to health constraints will leave a lasting impression on passengers. Closed lounges, unjustified degradation of in-flight service, masks to be worn, tighter controls at airports…
And yet we saw a few things that we’ll almost regret once the pandemic is over, so much so that we can dream, without really believing it, of seeing them last.
Flexible tickets for all and extended status
Faced with the uncertainty that has reigned since the start of the pandemic, and the total lack of visibility that did not encourage passengers to take the risk of booking, airlines have made their tickets totally flexible, modifiable and refundable, a privilege hitherto reserved for the most expensive tickets.
Of course we’d like it to last, but we know it’s impossible. The only unknown factor is how quickly the airlines will put an end to it, as there may still be a gray period that will be very uncomfortable. The same applies to the extension of loyalty program statuses.
Probability of survival: 0%.
Service in Air France lounges
Air France blew hot and cold during the pandemic. We liked the flexibility and refund policy, which was among the best in the market, because at least Air France carried it out without the passenger having to fight, unlike some of its competitors. What we didn’t like were the convoluted explanations of how the service was discontinued in the midst of the crisis, the comparison with its competitors and the fact that today we still can’t understand why it’s the only airline to have discontinued all services on its flights out of London.
Another positive point is that Air France has reopened its lounges, quickly restoring its service, as we experienced in this flight to Geneva while Lufthansa offered us a trip to Absurdistan and, in order to provide a service worthy of the name did replace buffet self-service with a service operated by the lounge staff . No table service, but we enjoyed it all the same.
Probability of survival: 0%.
Middle seat blocked
While it was seen as a panacea at the start of the crisis, few airlines actually stuck with it over the long term. Special mention for Delta.
There’s no doubt that economy passengers appreciated this, but it’s another measure that won’t survive the crisis.
Probability of survival: 0%.
Home check-in at Etihad
With the pandemic and the need to avoid contact as much as possible, customers are demanding “safer” solutions. There are several ways of meeting such expectations: either by degrading the service yet again, or by improving it.
Etihad has opted for improvement with its Home Check-in service, which allows passengers to check-in with their luggage at home when departing from Abu Dhabi. A dedicated staff will visit the passenger’s home to complete check-in formalities and collect baggage. This service costs AED 220 (€50) for 4 suitcases, regardless of the number of passengers.
Will this offer survive? Most certainly because it was set up just as we were beginning to see the light at the end of the tunnel, and it has a business model. Will it expand outside Abu Dhabi? We don’t believe it, but we can dream.
Probability of survival: 99%
Probability of extension: 30%.
Booked check-in with British Airways
While regulars of the British airline will mourn the discountinuation of lounge spas, they will appreciate the new service now available to all.
Passengers departing from Heathrow Terminal 5 will be able to choose a time slot to check-in at the airport without having to queue. Just goes to show that you can also limit interactions while improving the passenger experience!
Today, only certain “eligible” passengers are concerned, as this is a pilot. And the fact that it’s a pilot may suggest that the service is likely to become widespread.
Probability of survival: 75%.
Eating airline dishes at home
During the pandemic, many airlines offered their customers the chance to buy the food they usually served in-flight at supermarkets or have it delivered to their homes. Not just a gesture for the most “travel-addicted” of us: there was also the need to keep kitchens and supply chains in working order in countries where short-time working was not always an option.
You might think that all this would be over after the crisis, but when you see that some have managed to earn a few million in this way, you wonder whether a few won’t try to launch new offers and see what happens.
Probability of survival: 10%.
What about you? In the few trips you’ve been able to make during the pandemic, have you seen anything you’d like to see last after the return to normal?
Image : Etihad
