Two weeks ago, we were flying back to Austria to celebrate Christmas and New Year with family and old friends. We booked our economy class tickets already last Summer, when Austrian airlines was close to insolvency (before being bought by Lufhansa). So we had two pretty cheap direct flight tickets in hand. As the flight (NRT->VIE) was over-booked we were upgraded to business class and enjoyed the comfy service on that long-haul flight. On our return flight, last Saturday/Sunday, we were not that lucky and got what we paid for: a mediocre ride in economy class. The biggest difference between economy and business class (beside food, drinks and the larger seats) is the friendlyness of the stewardess. On our business class ride, we got a smile each time we got something served. On the return flight we looked into the bored face of the stewardess when receiving food or drinks.  Last year, I was upgraded several times, but mainly with Asian airlines, which staff gives you a smile independent of the class you are booked on. I have to say that I don’t expect too much friendlyness, but I think that such small things remain in memory. Taking into account that we paid roughly 700EUR/person for our tickets one could argue that for such a price smiles are not contained. On the otherside, business class tickets for the same flight are being sold for roughly 4000EUR/person. Special food, lounge service and the larger seat (i.e. reducing the total number of chairs which can be stuffed into a plane) accounts for some of this money and of course the airline want to make profit as well. Neverthess, I believe that there is also a kind of “smile-charge” included. I understand that its hard for the flight attended to smile 12 hours, but do I demand too much if I’d like to see a one-second smile when being served my dinner? Maybe this accounts only for western airlines, but I think it is one of the features which follows under “costumer loyality” and I think that the one who lacks of friendliness in economy class, does not select such an airline, when he/she ranks up and comes into the position to purchase business class flights.

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