If you’ve ever splurged on a Business Class ticket, you know how exciting it can be to look forward to extra space, better food and, depending on the airline and aircraft, a seat that turns into a fully flat bed. But something many travelers don’t realize until it’s too late: Not all Business Class seats are created equal.
I’ve been fortunate to have flown in Business Class on airlines around the world and the difference between products can be enormous. On some flights, you get your own private suite with a door, a huge entertainment screen and a comfortable bed. On others, you might get what looks like an economy seat with the middle seat blocked.
Recently, JohnnyJet.com reader Bruce Robinson reached out to share a frustrating experience that serves as a great reminder to do your homework before spending thousands of dollars on a premium cabin ticket.
A $2,330 Business Class disappointment
Bruce purchased a round-trip Avianca Business Class ticket through Priceline from Los Angeles to Medellín, Colombia, via San Salvador, El Salvador. According to the booking documents he shared with me, he paid $2,330.41, including $234.72 for Priceline’s Flexible Ticket option.
All four flights on his itinerary were labeled Business Class. Bruce says that before purchasing his ticket, he specifically asked whether he would be able to lie down during his flights and recalls receiving a telephone assurance that he could.
However, when he boarded his flight from Los Angeles to San Salvador on October 29, the experience was nothing like what he had expected.
Bruce says his seat reclined approximately two inches, the middle seat was blocked and there was no personal entertainment screen. He sent me several photographs of the cabin, including the ones you see here.
Bruce’s experience felt much closer to economy than the Business Class product he had envisioned.
He subsequently requested a refund, which Priceline denied, citing the airline’s non-refundable fare rules and the fact that he had completed his travel. According to Bruce, Priceline also said its review of the booking and available recordings found no confirmation that lie-flat seating had been promised. Bruce continues to dispute that decision.
But rather than getting into all the details of Bruce’s dispute with Priceline, I want to focus on the valuable lesson he shared with me: Never assume that buying a Business Class ticket means you’re getting a lie-flat seat.
Not all Business Class seats are created equal
Not all Business Class seats are created equalIf you’ve flown within Europe, you’ve probably seen this firsthand. Many European airlines offer Business Class on short-haul flights that consists of economy-style seats with the middle seat blocked. You typically get additional benefits like priority check-in, lounge access, extra baggage allowance and an upgraded meal, but the seat itself may not be much different from the one in economy. I took the photo above on a Lufthansa flight from Naples to Munich which was similar to Bruce’s.
And it’s not just European airlines that offer this type of product. Even on the same airline, the Business Class experience can vary dramatically depending on the aircraft and route. You could fly one segment of your trip in a state-of-the-art lie-flat seat and connect to another flight with a seat that barely reclines.
That’s why it’s so important to research every flight on your itinerary, not just the longest one.
Bruce shared five questions that I think every traveler should ask before purchasing a Business Class ticket.
1. What aircraft and seat configuration are scheduled on each flight?
Don’t assume that because you’re flying the same airline throughout your trip, you’ll get the same seat on every flight. Look up the aircraft type for each segment of your itinerary and then research the seating configuration. One of my favorite resources for checking aircraft seat maps is AeroLOPA, which provides detailed seat maps for many airlines around the world.
You can also check the airline’s website for photos and descriptions of its different Business Class products. Just keep in mind that airlines sometimes change aircraft at the last minute, so the scheduled aircraft isn’t a guarantee.
2. How far does the seat recline?
There’s a big difference between a seat that reclines a few inches, a traditional Business Class recliner and a fully flat bed. If you’re spending extra money because you want to be comfortable on a long flight, find out exactly how much the seat reclines before you purchase your ticket. This is important if you’re flying overnight and hoping to get some sleep.
3. Is the seat truly lie-flat?
This is probably the most important question for travelers who are splurging on Business Class specifically because they want to sleep. Look for an explicit description of the seat as fully lie-flat. Some older premium cabin seats are angled-flat, meaning they recline significantly but don’t turn into a completely horizontal bed.
Don’t rely on the words “Business Class,” a generic photograph of the airline’s premium cabin or the fact that you’re flying internationally. Make sure the lie-flat seat is offered on your specific flight.
4. What entertainment and other amenities are provided?
One of Bruce’s other disappointments was that he didn’t have a personal entertainment screen. These days, some airlines offer entertainment that you can stream to your own device instead of providing individual seatback screens. Others may have limited or no onboard entertainment. If things like a personal entertainment screen, Wi-Fi, power outlets, meals or lounge access are important to you, check what’s actually included with your ticket.
I always recommend downloading movies, TV shows and other entertainment to your phone or tablet before leaving home anyway. Even when an airline offers seatback entertainment or Wi-Fi, there’s no guarantee it will be working on your flight.
5. Can the airline or booking agency confirm the details in writing before you pay?
This is an excellent tip from Bruce. If you’re purchasing a ticket based on a specific feature, such as a lie-flat seat, ask the airline or booking agency to confirm that feature in writing. I also recommend taking screenshots of the flight details, seat descriptions and amenities before completing your purchase. Save them along with your booking confirmation.
Hopefully, you’ll never need them, but if you encounter a problem, it’s much better to have documentation of what was advertised when you purchased your ticket than to rely on your recollection of a telephone conversation.
One more tip: Consider booking directly with the airline
Regular readers know that I generally recommend booking directly with the airline whenever possible, especially when purchasing an expensive ticket. Online travel agencies can sometimes offer attractive prices, but if something goes wrong, you may find yourself dealing with both the airline and the booking agency.
Booking directly doesn’t guarantee that you’ll get the exact seat you want or that you won’t encounter problems, but it can make things simpler when you need to make changes or resolve an issue. And before paying extra for any flexible ticket option, read the terms carefully so you understand exactly what changes are permitted, what restrictions apply and whether you’ll be responsible for any difference in airfare.
Thanks to Bruce for sharing his experience, photographs and excellent questions. Hopefully, his story will help other travelers avoid a similar disappointment.
The bottom line: Before spending thousands of dollars on Business Class, research the actual seat you’re buying on every segment of your itinerary. The words “Business Class” alone don’t tell you nearly enough.
