Alice Liu, American Airlines’ Managing Director of Onboard Products, remembers something completely different from her first flight as a 13-year-old, and remembers it so fondly that it helped fuel her desire to work in the airline industry. Despite the nerves and excitement of moving with her family to a new and unfamiliar world across the Pacific, and the experience of seeing the tops of those fluffy, white clouds for the first time, what did Alice remember most about her 18-hour-trek from Taipei to Dallas via LAX? The food, of course.

That’s right. Good old, economy class airplane food, which she enjoyed so much that she asked for a second helping. If I can read your thoughts right now, you must either think that someone so passionate about airline food (!!!) is either flat-out nuts, or a match made in heaven for the job she does for American. Based on my experience on-board the delivery flight of American’s first Next-Generation Boeing 737-800, featuring the innovative Boeing Sky Interior, I’ll vouch for the latter.

A dazzling new plane, inspired by the 787 Dreamliner

With an effortless lift off of Boeing Field’s runway 13R, American took possession of its new baby earlier this week, carrying 20-some staff, journalists and special guests on-board the three hour and 22 minute flight to Dallas-Fort Worth. The Seattle sun even made a rare morning appearance, perhaps a fitting foreshadowing to the future satisfaction of frequent AA flyers, thanks to the carrier’s fleet modernization plan that will see them take on 54 more Next-Gen 737-800s over the next two years.

The newest addition to American’s fleet offers increased fuel efficiency (up to 2%), more overhead bin space (up to 54 more bags than its original 737s), themed LED lighting (ceiling and side lights that range from blue to white to amber depending on the time of day and service being performed), newly designed seats and power ports throughout the cabin. The latter features are just like the 787 (watch a cabin tour). While these all seem like amenities that will please even the most demanding passenger, at a price tag in the USD $80 million range, its critical that an airline gets every detail exactly right. Fortunately, American has Alice and her team on its side.

An eye for detail, in-flight

While the beautiful new aircraft will be introduced into mainline AA service on June 1^st, the process from conception to delivery was much longer than any trip the shiny airplane will ever take. Alice’s group has spent years poring over every last detail of the plane’s interior, from the look and texture of the dual mini-tables in each First Class seat to the flexibility of the leather head rests in Economy to the panels covering the ventilation system throughout the cabin. According to Alice, the new First Class seats alone have undergone a four-year development process.

That doesn’t come as a surprise when you consider the challenge involved in figuring out the preferences of some 105 million passengers a year, which often can be as fickle as the Dallas weather. To illustrate this, Liu mentioned a study American had done a few years ago that found that customers wanted healthier onboard snack options. So American added pricey fruits and vegetables to the menu, and subsequently performed its highly-scientific “trash test”—just keeping an eye of what snacks were coming back from the aircraft untouched. The verdict? When it came to making a decision onboard, the same passengers who responded that they wanted healthier snack options preferred the same old cookies.

Nonetheless, Liu’s group, which is responsible for the cabin interior, in-flight entertainment, food & beverage (of course!) and onboard retail, works tirelessly to engage and respond to American’s customer base. While her team does collaborate extensively with Boeing in working out some final design details on the product side, taking care of every other onboard detail for a fleet of about 650 aircraft is obviously a massive undertaking, and one that I never truly appreciated until being the first to walk onboard a brand new, fresh-off-the-production line, Next Generation aircraft.

“Design is all about the details,” Alice says. “It’s the thoughtful details that really complete the travel experience.”

Which seems like a fitting viewpoint from someone who, despite the slender stature she carries, is still known to sneak in an extra meal from time to time. While the instant noodles of her Taipei-to-Dallas adventure may have been replaced by king prawns and artisan cheeses, Alice’s eye for detail is as keen as it was at 13, and that passion permeates throughout every little detail onboard the newest addition to American’s fleet.

Here’s the full interview with Alice we managed to shoot while in the actual 737 itself! Enjoy!

Click here to view the embedded video.

• Will Delta and Northwest merger bring back the glory of Pan-Am?
• Why every visionary airline executive needs to fly Virgin America this year – to get a glimpse of the future
• Exclusive Video: Bombardier CSeries cabin tour – a glimpse into the future of flying
• What makes the Boeing 787 Dreamliner a brand differentiator? Video tour
• Singapore Airlines, still a great way to fly? A brand analysis

On Tuesday, Shashank called me and asked “What are you doing this weekend?” Knowing him, I knew that was probably trouble =p Apparently Lufthansa was going to be flying the Airbus A380 from Frankfurt to JFK for the first time on Monday, SimpliFlying was invited, and the press group was leaving on Saturday. While I love to travel, this was very last minute, but given the opportunity, I said yes, of course.

I didn’t realize, just how incredible this opportunity would be. From flying business class, to a tour of the maintenance hangar, a tour of every inch of the plane, to interviews of the pilots, head of maintenance, a visit to the cockpit dinner overlooking the runway, this was certainly the experience of a lifetime.

The A380 is not new to Lufthansa, nor is it new to Airbus, but Lufthansa is set to be the largest A380 operator in Europe. Airbus currently has 244 orders from airlines, Lufthansa being #3 with 15 planes, after Emirates and Singapore Airlines. Each A380 customer has the ability to customize the plane to their liking.

Welcome to the A380!

The Airbus A380 is a double decker plane with the 2^nd floor spanning the entire length of the plane. The two passenger decks have a total area the same as three tennis courts! Economy class is on the bottom floor and Business/First Class is on the 2^nd floor. It seats 526 passengers (420 in economy), which is 40% more than a Boeing 747. Overall, here are a few of the features of the plane that make it the incredible plane that it is:

• Reduced noise foot print
• Lowest fuel burn per seat (20% less than Boeing 747-400)
• Overall improved comfort level
• 3 in-flight cameras, including a front facing view from the top of the plane, a rear view, and a view looking straight down. (This greatly enhanced my experience during takeoff and landing, particularly because I was in the middle section so wasn’t able to see out the windows.)

Here’s a look at each seating class

Economy Class

The one feature that stands out in Economy is “living space”, which includes not only the seat pitch, but the overall room and legroom the passenger feels. The seats were very comfortable, and reclined significantly more than other Economy seats I’ve felt, which is important on a long flight. Each seat also has an individual TV with movies, games and TV shows. The Economy Class level is designed with multiple partitions, giving the feeling of a smaller plane, although it seats 420 passengers.

Click here to view the embedded video.

Business Class

Not only did I receive a tour of the Business Class section while the plane was in the hangar, but I was lucky enough to be seated in this section for the flight from Frankfurt to JFK. What stood out to me in this class, was the superior service and attention I received from the flight attendants. In addition, the seats reclined fully into flat beds (although with an 8% pitch, which I found slightly uncomfortable), and included a massager, which I loved.

The menu, prepared by chef David Burke, was definitely not your typical “airline food”. Appetizers included fresh shrimp or a caesar salad, and entrees included chicken or a red snapper. For dessert, I had “cheesecake lollipops”. Yum! The only negative thing I noticed which was not even to do with the plane, was the lack of water bottles, which is important on a long flight to prevent dehydration.

Each seat had access to a private TV, power outlet and a USB port, although wireless internet is not yet available.

Click here to view the embedded video.

First Class

The First Class cabin seats just 8 passengers. Overall, it seems their goal is to make the passenger feel like they’re not on a plane. The walls are light brown suede and the seats are real leather. There are no overhead bins, instead, the passengers stow their belongings in personal closets. The floors are specially insulated for noise control. One of the features that differs from the Emirates A380 is how Lufthansa handles privacy. On the Emirates A380, seats are enclosed in private rooms, whereas, Lufthansa felt it was important for passengers to be able to choose the level of privacy they prefer throughout the flight. While working on your computer, your screen can be down. When you’re sleeping, a screen ascends between the two seats and partially around your seat.

The First Class cabin also has noise control built in. From the extra insulated floor, to the sound insulation curtain separating it from Business Class, and sound insulation in the fuselage. The other unique feature is the humidity level control – first of its kind in an aircraft– has a significant impact on how tired you feel after a flight. Normally humidity levels in First Class are 5-8%, but on this flight, it’s increased to 22-25%.

The washrooms are more “room” than “wash” to me. Not only was the design beautiful, but a changing room was built-in, giving lots of space to change. There are also urinals, which apparently is a nice feature – and also a first on commercial aircraft!

With a First Class ticket, you are entitled to use the First Class Terminal at the Frankfurt airport. Lufthansa is the only airline with this service, which offers service from security check-in to boarding, including private bedrooms, offices, showers, spa services, a dining room and a cigar lounge.

Click here to view the embedded video.

Click here to view the embedded video.

Takeoff and Landing

Landing was not as smooth as I had heard it would be, but I suspect that was due to the weather when we were arriving. Takeoff felt very smooth, especially given the size of the plane.

Click here to view the embedded video.

Here are my photos from the trip:

Photos from Day 1 (hangar tour, dinner, first class terminal)

Photos from Day 2 (the flight and ceremony at JFK)

Overall, this is an incredible plane – I recommend flying on it if you have the opportunity to! I’ve lost my A380 virginity. Have you?

• Is Premium Economy here to stay? A brand review of All Nippon Airlines
• What makes the Boeing 787 Dreamliner a brand differentiator? Video tour
• [Video Tour] Bombardier CSeries cabin and cockpit setting new standards at Dubai Air Show #avgeek #dxb11
• Exclusive Video: Bombardier CSeries cabin tour – a glimpse into the future of flying
• Five airlines (and an airport) that surprised passengers this Christmas with Wow campaigns

Once again, we’ve been fortunate enough to be on the inaugural flight of an A380 to New York. Almost two and a half years ago, we brought to you the first Emirates A380 flight Live, and over the next couple of days, we will share the experience aboard the Business Class on Lufthansa’s first A380 flight to the US.

On Monday, February 28th Lufthansa’s A380 will make its inaugural flight from Frankfurt to JFK, landing around 2pm EST. Rachel Levy (@bostonmarketer), who’s been an integral part of the SimpliFlying team over the last year, will be sharing her experiences on Twitter and here. We have also created a Twitter list of all those on the inaugural flight, and you can follow them here.

Photos being uploaded from Lufthansa A380 inaugural flight proceedings by SimpliFlying Associate, Rachel Levy

Photos being uploaded from Lufthansa A380 inaugural flight proceedings by SimpliFlying Associate, Steven Frischling

If you’re not already doing so, do follow us on Twitter (@simpliflying) for the latest updates, photos and videos from the inaugural flight. You can also follow the #LHA380 Twitter hashtag.

Very exciting times!

• Lufthansa Airbus A380 from Frankfurt to JFK inaugural flight: The Best aircraft, Best Airline, to the Best City?
• Ambush marketing comes to airlines: Germanwings takes over ITB Berlin using Facebook Places
• Emirates A380 inaugural flight to JFK. Live coverage on August 1, 2008.
• What makes Lufthansa a successful airline brand in India?
• Lufthansa shares love with their 100,000 Facebook fans by giving miles

In a recent conversation with a South American airline executive, we were talking about the state of commercial airlines in the US. And the consensus we reached was that the travel experience  within the US is just bearable at best, often frustrating and most noteworthy innovations are actually taking place in other regions around the world.

Then I took my first Virgin America flight. And I stand corrected – innovation is indeed taking place in the US too. And in addition to just flying their own airlines regularly, I’d highly encourage every senior airline executive in the world to come give Virgin America a shot on their next trip to the US. And here’s why.

Red, White and Purple – ah..so..Virgin

Virgin America probably has the best in-flight product on a narrowbody aircraft (trust me…I’ve flown a lot of them). And the brand personality truly stands out!

The ambience: The number of innovations inside the cabin are astounding. The first thing that strikes you is the cabin ambience – purple lights and swanky music. This may be common on some interrnational airlines like Emirates, but is a rarity in the US domestically.

The IFE: The advanced IFE allows you to order food on-demand, watch movies on demand and chat with other passengers on the flight – and for things you need to pay for, you just swipe your credit card right in the IFE screen! It’s all very user friendly.

The seat: When I relaxed into my seat, it felt very comfortable. After checking Seatguru.com, I realized that they have one of the widest seat in a narrowbody aircraft… in the world… both in First Class and Main Cabin (Economy), and the seat pitch is generous too.

The Service: On the flight, I was served by Aladdin, his brother Mazen and Cheryl (see photos below). One has been flying for almost 20 years, another is a former lawyer! Mazen actually made the effort to pronounce my name right – which was impressive. Again – the personal touches made an impression.

At the airport: Even on the ground, there is a diffence. Only two airlines use the International Terminal for domestic flights from San Francisco – Virgin America, and JetBlue. Is it a surprise that they’re two of America’s favorite airlines? The good thing is that you can choose to relax in the Virgin Atlantic Clubhouse (another world beater), which is at the same terminal.

In-flight connectivity = future of IFE

The biggest revelation has been the in-flight wifi made available thanks to Gogo in-flight. Now, I know that there are a number of airlines trying it out, but only Virgin America and AirTran have implemented it fleet-wide. And that I feel is a competitive advantage, until the others catch up.

I have shared my views in the past that the future of in-flight entertainment, especially for budget airlines, might mean providing a power outlet and a wifi connection. These are both enablers. They empower passengers to use their own devices the way they want to.

And after flying Virgin America today, I feel the future of IFE is indeed in-flight connectivity. For the first time, I did not feel “jailed” in a tube. I even Skyped my mom and showed her the view from my window!

Delivering on the brand eXpectations…

Now,  you’ve probably already heard a number of the things I’ve shared here about Virgin America. After all, it’s been over two years since the airline launched all of what I’ve just experiencedfor the first time today. But that also meant I had sky-high expectations of the airline.

The good news is that they not only met the brand eXpectations (remember, the whitepaper?), but exceeded them at times too. And that in itself is an achievement.

The Verdict

If you’re in the airline industry – you need to fly Virgin America (and soon) to get a glimse of what the future looks like. If you are living outside the US, make sure you fly Virgin America on a domestic route if possible – it will be a totally different experience.

And if you are living in the US, then come fly probably the best airline flying domestically in the US.

P.S: Special thanks to Bowen Payson from Virgin America for meeting me for coffee early in the morning at the airport!

• Richard Branson’s interview about Virgin America goes viral. But why?
• What makes Virgin America an outstanding airline brand? The delivery.
• Virgin America takes in-flight experience to a new level
• Virgin America’s online community – bull’s eye, or a flop?
• Top five branding insights from Virgin America

I flew from Mumbai to Delhi yesterday on Indigo Airlines, a leading domestic budget carrier in India, known for its tongue-in-cheek branding.

I have a habit of being engrossed in a book or a newspaper during the take-off and landing sequence on every flight I take. On the flight yesterday, once the safety demonstration was done, the stewardess walked down the aisle checking our seat-belts. As she passed me, she realized I was reading and reached out to turn on the reading light for me.

Let me write that again. Without even me asking her for anything, or even making eye contact with her (remember, I was engrossed in reading), she turned on my reading light, gave me a smile and walked away.

It was an aha-moment for me. Having taken over 20 flights in the last couple of weeks (including flying First Class), this was the only thing that stood out. Thanks to such a simple gesture, which made me feel special, I can say with confidence that I’ll be inclined to fly Indigo when I’m in India. Of course, they greet me by my name too, when serving food – as I wrote last year.

Driving customer loyalty isn’t that difficult after all, isn’t it? Just do the small things right. Great job, Indigo!

• Building a strong Indigo Airlines brand, and outlook for 2009
• Announcement: February will be “Indian Aviation Month”
• What makes Indigo Airlines one of the best budget carriers in India?
• Indigo Airlines goes international chic with latest brand campaign – the model of a modern global airline
• How AirAsia is rocking it in India, and how airlines in India can leverage their entry

If you’re an aviation geek, you’d especially enjoy watching this interview as it covers a variety of in-depth aeronautical topics including:

• The use of  70% advanced composite materials for the exterior of the aircraft [15-20% weight reduction] (1:23)
• How a global team is putting together different parts of the aircraft (2:10)
• What makes the CSeries such an environmentally friendly aircraft [20% greener] (3:55)
• Why the engine on the CSeries is game-changing (4:45)
• How the 3D computational aerodynamics result in less fuel-burn (5:15)
• What makes the CSeries 4X quieter than other comparable aircraft? (5:55)
• REALLY cool simulation of the noise-reduction on the CSeries (6:45)

• [Video Tour] Bombardier CSeries cabin and cockpit setting new standards at Dubai Air Show #avgeek #dxb11
• Exclusive Video: Bombardier CSeries cabin tour – a glimpse into the future of flying
• SimpliFlying to organize world’s first tweetup on-board an airplane, at Singapore Airshow 2010
• SimpliFlying and IATA partner to offer training courses on airline social media strategy
• The future of Middle East Super-Airlines: Emirates and Etihad to merge, and Qatar to join an alliance

I was intrigued in particular by Malaysia Airlines’ “Malaysian Hospitality” campaign – which is a play on the MH code of the airline. Soon enough, I got to experience the “world’s best in-flight service” myself, on Business Class from Kuala Lumpur to Los Angeles (see photos at the bottom of this article). And here’s what I feel is the essence of Malaysian Hospitality – it’s the “human-ness” of flying. Let me explain what I mean.

Malaysian Hospitality – a story of genuine care

It may sound strange, but a lot of airlines that have good service often lack “humanity” in their service. Sometimes, it even becomes robotic – I’m sure you’ve seen robotic smiles plastered on flight attendants. Malaysia Airlines’ service, in contrast, was genuine and very human – one that makes you feel good as a person. Let me share a story.

I opted to have my meal soon after take-off, while the gentleman next to me chose to have it later. I first received some traditional satay (a Malaysian specialty), and then more aromatic dishes. This obviously tempted the person seated next to me and he kept stealing glances at my food. Without him asking for anything, the leading stewardess asked him if he’d like some starters or dessert – he opted for the latter and happily munched on the tiramisu.

Not only was the service genuine, it was pro-active. I’m not saying no other airlines provide such service, just that it’s a rare feat. Moreover, we were all greeted by names, and complete eye-contact was made before we were spoken to – all the basics of providing a personal service.

The omnipresent Malaysian essence – on-board, and in the lounge

Not only was the food very Malaysian – like the satay and the teh tarik (pulled-tea), the products and service were too. The crew pointed not with their fingers, but with their thumb above their fist- a very Malaysian gesture. In the Business Class lounge, there were a variety of local foods available, and local massages too. So even if you’re in-transit, and not getting out of the airport, you can experience glimpses of Malaysian life.

Moreover, I was impressed with the lounge because not only did it have a dedicated Business Center and phone booths for private calls, but also a golf putting area and a children’s playground. I’m not sure how many children frequent the playground, but the other services were certainly desirable.

Room for improvement?

For one, the Boeing 777-200ER aircraft that Malaysia Airlines uses for this flight isn’t the newest. In fact, Singapore Airlines has retired all but two of this type from their fleet. Not only is this a competitive disadvantage, the wear and tear and the older business class product shows. In fact, the new flat-bed by AirAsia X may even prove to be a challenger, given the airline’s competitive fares.

I guess things will improve once the airline gets the new A380s over the next few years. The CEO recently mentioned that it will have a refurbished product, including a Premium Economy class.

Having said that, I think the excellent service and the genuine show of care more than makes up for the not-so-latest product. Overall, it was a pleasure experiencing Malaysian Hospitality, and I’d encourage you to give it a try.

• Is Premium Economy here to stay? A brand review of All Nippon Airlines
• I’d happily pay extra to an airline to treat me like a VIP. Would you?
• [Interview] Singapore Airlines brand strategy goes back to the basics: Singapore Girl in focus
• Is Qatar Airways really the five star experience in the sky? A brand analysis
• Malaysia Airlines’ blog may do wonders for the brand

On this hypothetical flight, I managed to fly Business Class at a price cheaper than Economy class, on an airline that does low-cost Long haul! I ordered food on Twitter, streamed happenings from the flight Live back home via Wifi and “rented” a power point to plug in my Mac. I was even notified by SMS that my bags are lost and that got a free cab voucher from them for pick-up. All in all, a great improvement over the last one year Enjoy the video!

For me, the future is… now. Airline executives need to embrace new technologies NOW in order to take control of their future. None of what I spoke about seems impossible. You just have to start digging the well before you feel thirsty.

What do you think air travel would be like in a year? I’d love to hear your take in comments and on Twitter (@simpliflying)

• What might air travel be like tomorrow, if airlines start using the latest social media tools today?
• I’d happily pay extra to an airline to treat me like a VIP. Would you?
• Airlines: Smile more so flyers “pick” you. In conversation with Patrick Hanlon of Thinktopia
• Delta airlines excess baggage policy for US soldiers. Did they do a good job managing the crisis?
• Is business-class travel going extinct? Part 1 of 2

In this 3 min video trip report, I share my experience on-board one of Etihad Airways‘ brand new Airbus A320 planes. This was a flight from Athens, Greece to New Delhi, India, via Abu Dhabi. Three things stood out about Etihad:

1) They greet you by name and talk to you personally
2) The planes smell of the desert!
3) Their transit lounge for Business Class in Abu Dhabi offers free spa treatments!

My rating for the flight is 4.5 out of 5. njoy the 3 min video trip report (Click here if you can’t watch the video)

If you haven’t flown Etihad Airways before, I’d encourage you to give it a shot – they’re one of the finest. If you’ve flown them before, then I’d love to hear how your experience was, in the comments or on Twitter (@simpliflying). Oh, and pls share how I can improve these reports further and what you’d like to see.

Special thanks to Michael Tan from Etihad Airways Singapore office and the Athens ground staff who made my trip such a memorable one.

• Will the Dubai crises lead to a mega Emirates + Etihad airline brand?
• The essence of SimpliFlying: aviation, branding, travel, airlines and social media (Plus: What’s new in 2010)
• The future of Middle East Super-Airlines: Emirates and Etihad to merge, and Qatar to join an alliance
• Etihad Airways charging a second bag fee? Bad idea for a brand trying to establish itself
• How airlines in the Middle East are enhancing brand value through their frequent flyer programs

I had never flown Air India till yesterday – intentionally. And I had my good reasons.

Last year, I booked my mom on a Singapore-Delhi Air India flight and the A310 was delayed by over 3 hrs, ensuring that she missed her onward connections. Moreover, a lot of friends who tried to save money had horror stories to tell. One of them once asked for water and the stewardess replied in Hindi, “This is not my lane. Ask the other woman“. That ensured that I never tried the Indian national carrier even though I had the opportunity to, multiple times. So I had really lowered my expectations.

Why I finally flew Air India – the new plane and the new partnership

This time I had the choice of flying from Toronto to Greece either on LOT Polish’s ageing B767 via Warsaw, or Air India to London and then Aegean to Athens. I went for the latter option, because I could fly the B777-300ER of Air India and then the brand new A321 of Aegean. Moreover, I could earn Singapore Airlines Krisflyer miles on Air India due to their recent partnership. May be if CrankyFlier had tweeted me his recommendation to try LOT earlier, I’d have probably given that a shot.

Getting on-board the plane is part of the experience

Air India had the most stringent security process I’ve been through – separate security personnel just for the airline, in addition to the airport security officials. All of whom spoke English, Hindi, Punjabi and probably French! Every single electronic device had to be turned on in front of them. Old ladies had to take out achaar (Indian pickels) and laddoos (milk-flour sweet round dumplings) from their handbags, regretfully. But trust me, I felt REALLY safe. So did others.

The most intriguing take-off ever!

I was in a plane full of Indians. And it was very fascinating. Ladies praying, some closing their eyes (in fear!), children clapping and adults joining in. All just as the plane took off. I had fun watching all this. And it was an on-time departure.

As soon as the seat belt sign was turned off, people started congregating in different sections of the plane, mostly near the toilets (I was glad I didn’t choose the bulkhead seats!). Soon, dads were standing up in the aisle and feeding the kids. Literally a quarter of the flight was kids less than 5 years old. And a third of the passengers were elderly – over 55. The lady next to me spoke to me only in Punjabi. Luckily, in my recent trip to India, I was able to brush up mine while in Chandigarh, and could carry on a conversation with her. Made up for an interesting mix!

Air India’s new 777s rock!

The product was world-class. The economy seats second to only Singapore Airlines’ A380 product. They had a good pitch, felt very wide (I even squeezed my Macbook next to me!). They even had USB ports, newly-designed remotes and a dual IFE which had a touch-screen operation too. If you’re an Indian, I think you’d love the IFE. There were tons of Bollywood movies, both Classic and the latest hits. I just passed my time with some bollywood music videos – wasn’t ready for a 3hr melodrama at 2am! So, the hardware was well beyond my expectations.

But bad habits are hard to change…

Let me clarify. The service wasn’t bad. But it was very basic and functional. Like that of a United. Children were served first, and I could see urgency. And that’s where the good stuff ended. The rest of the service was lethargic. Some of the male flight attendants looked like they had run out of razors a month back. Doesn’t Gillette still produce them?

The food was not bad. But out of the 10-12 flight attendants, only one managed a smile. That too, occassionally. When I intentionally beamed at the one serving me, she avoided eye contact. As if they’d be fined for smiling at passengers! Later, when I went to the galley, I saw them having a ball of a time among themselves, talking about the latest Bollywood movies. Their policy seemed to be to get out of sight as soon as possible. With an Indian crowd of 377, I think that’s understandable.

By the time we landed in London, the toilets were filthy and wash-basins flooded. I wonder what would happen on the next London-Delhi leg of the flight. The software just met my (already lowered) expectations.

Even disembarking was not normal

One word to describe it. Chaos! It’s not the clapping that I was disturbed by. But the moment the plane pulled to the gate (not stopped), stow bins were pulled down and some men even climbed on seats to get their stuff out! It was as if they were going to jump out of the windows! Just see the photo for yourself.

In conclusion, Air India has a brand new product worth experiencing – but in isolation. Go check out the plane at an air show or something. It’s nice. Unless it’s an overnight flight (like mine was) and you can sleep over what’s going on around you, I’d suggest you fly others like Jet Airways, Continental or one of the Middle-East carriers from North America to India.

How’s your experience with Air India been? Yes, they’ve got new planes on international routes, but has anything else really improved? Can it be improved? I’d love to hear your stories in the comments, or over on Twitter (@simpliflying)

• Brand Journeys: Delhi to Singapore on Jet Airways, the “best Indian airline flying international”
• Surprise Dance on Finnair Flight to celebrate India’s Republic Day – it’s better than a flashmob!
• How business lessons from AirAsia can rescue the battered Air India brand
• How AirAsia is rocking it in India, and how airlines in India can leverage their entry
• Should airlines allow in-flight “tipping” enhance the brand experience?