On a long transatlantic business class flight from San Francisco to Amsterdam last week, KLM delivered a fantastic flight that far exceeded expectations. There are other airlines offering a good service across the Atlantic right now, including Lufthansa and Swiss who have had hot meals and other frills back onboard for months. But KLM may very well be the top carrier across the pond at the moment – thanks to their unique combination of service offerings, cabin design, friendly flight attendants and appealing Dutch touches throughout.
KLM had some advantages going in to this flight. Expectations were low to start with, both because of the general level of service cuts during the pandemic (we’ve gotten used to the idea that we won’t get much on flights these days), and because KLM’s website indicated some service offerings would be missing (here they under-promised and over-delivered, as it turns out.) The plane was also close to empty, which of course lends itself to a more personalized and unhurried service. Nevertheless what KLM managed was quite a feat: one of my best flights ever, not just during the pandemic.
Cabin design to make you forget the pandemic
The cabin was gorgeous, the plane was brand new, the cabin crew were friendly and attentive, and the food and drinks were good and plentiful. Even the color palette onboard appeared perfectly thought through – with the amenity kit and the mood lighting in matching shades of pinks, blues and yellows.
The traditional Dutch blue and white ceramics in the teacups, the various blues of the seats, and the special, collectible Delft Blue houses (which have Dutch spirit Jenever inside) were a great visual complement to the modern 787-9 Dreamliner cabin and colors. The specific shade of KLM blue is not an easy one to work into a thoughtfully designed and calming interior, and KLM have managed this. A tulip in the bathrooms rounds out the thoughtful touches (it’s artificial, but it’s still nice).
The business class seat
This seat is not the best business class seat in the sky. It is, however, very good at providing what business class passengers need – a reasonable level of privacy, direct aisle access for everyone, and enough space to sit and lie down. It’s a reverse herringbone seat like many airlines have these days, though the details differ here and there.
The countertop on which you can place things is a little on the small side compared to others. The little cubbies under it for storage are a little small as well, without many other spots to store things like headphone cases or larger items. There isn’t a great deal of customization you can do to the seat position and recline – you just pick a spot you like anywhere between upright and lying flat. As a bed it does lie flat and that works just fine. There will be just enough room for most people’s feet. It’s not the most luxurious-feeling seat to lie on, but it does the trick.
On the other hand the seat looks fantastic. KLM did a great job with the fabrics and the colors. It makes for a calming little cubicle – a nice place to recline and relax or do some work. There is power – both USB and standard outlets – and as it’s on the simpler side, seat functions are easy to figure out. There’s no fuss here.
Food and drinks
KLM has brought an almost-normal food service back to their long-haul flights. The only difference is that the food arrives on a tray with everything capped in see-through plastic covers. In the case of the hot main course, the foil is left on top. That seems like a fair compromise in order to get real hot food on a long flight. Beyond that, the food was tasty and there was plenty of it. Real silverware and glassware are used, unlike on many airlines at the moment including British Airways. Another bonus: the flight attendant made it clear the food could be had at any point. That’s no doubt in part because of the low passenger count, but the dine-on-demand service was appreciated nonetheless.
Breakfast was similarly reminiscent of the pre-pandemic days, and the flight attendant even offered to include both hot options (French toast and a baked egg dish). Everything was nicely presented and tasted good.
KLM also has a basic but adequate bar service on these flights. The best part was that KLM’s website and even the printed menu indicated no spirits and just one special cocktail were available. However as it turned out they had brought those back and you could order a gin & tonic off-menu without a problem. If there’s one fix to be recommended it’s that KLM drop their single-minded fixation on Heineken beer, onboard and in the lounge, however much a symbol of Holland it may be. Let’s be honest – a Heineken can be okay in the right conditions, but it’s not a particularly good beer. By all means keep it on the menu, but add some more interesting options as well. No doubt there are plenty of other Dutch breweries the airline could call on for that.
Bonus: the new KLM Crown Lounge
Opened just a few months prior to the pandemic, the newly renovated KLM Crown Lounge (in the non-Schengen area) turns out to be an excellent lounge even with most of its restaurants and bars closed. The space is thoughtfully put together, and a number of different zones each with their own ambience mean it’s not hard to find a pleasant place to sit. Of course it helped that it was fairly empty. There are several different types of seating, from little cubicle chairs to booths. There are also shower and sleep rooms available. At the moment food and drink service is limited to one area where you have to order from an attendant, but it works fine. Coffee continues to be self-serve.
A winning combination
What was most striking about KLM’s overall offering was that it felt very much like a flight before everything changed in March. The fact that they were back to offering hot food, that they brought back the Delft blue houses, that they had printed menus – all of these elements added up to an almost nostalgic experience. Aside from wearing a mask, everything felt much like it would have back in 2019.
For a frequent flyer, that was a very welcome thing. We may now be in the grips of a brutal next wave in Europe, and worsening COVID-19 numbers in the US, but for about ten hours KLM offered a respite and something like a return to normal. If KLM is looking to win over hearts and minds during the pandemic with an eye to building a newly loyal customer base for the future, they are playing their cards right.
