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How would you react if you were sitting in international business class and you received only coach class service, no amenities, and a coach class meal? You’d probably be disappointed and even upset but this is exactly what happened to us on our recent Japan Airlines flight from Ho Chi Minh City, Vietnam to Narita, Japan. We were traveling on coach class tickets for the journey and with no opportunity for upgrades on Japan Airlines we were, of course, resolved to making the six-hour trip in coach. Then something magical happened.
When we checked in for our flight to Narita airport, Japan Airlines informed us that we would be sitting in business class. We were very excited about the unexpected “upgrade” and instantly imagined drinking fine wine, eating warm nuts and getting a few hours sleep on a flat bed. We were then informed that although we would be sitting in business class, we would not be receiving business class service. We acknowledged the statement but left the check-in desk feeling a little confused and questioned: “how would we get coach service while the rest of the cabin is getting business class service?” We did not dwell on the curious situation because we were just pleased that now we were the recipients of an upgrade on a 787 that we did not even remotely expect. Plus, we would find out soon enough how they could pull off the two-class business/coach service in a one-class cabin.
My travel friend and I are both Executive Platinum with American Airlines, therefore giving us OneWorld Emerald status with the alliance partner airlines, including Japan Airlines. This status affords us some perks including early boarding and special check in service but not international upgrades on partner airlines. This status however, played a key role in the brilliant move Japan Airlines made to change their business class cabin into a coach cabin.
When boarding for our flight, we were indeed seated in business class on the 787 Dreamliner. Chatting with her seatmate, my friend learned that he too had been upgraded and informed of the coach class service. A further explanation of how they would pull off this strange arrangement would soon come from the flight attendants. In an effort to accommodate more passengers in coach, Japan Airlines turned the middle business class section of the plane into a coach class section and moved the elite passengers from coach to those seats. The business class passengers were moved to the section in the far front of the plane. This brilliant move allowed Japan Airlines to provide full business class service to the group seated in the far front of the plane, and coach class service to our section.
We couldn’t have been happier. We had the luxury of putting our feet up, relaxing, and getting some sleep. Sure we had a coach class meal, little bottles of wine, and a packet of snacks versus warm nuts, but we relished the experience. We also admired Japan Airline’s creative solution for too many empty seats in the front of the plane and not enough in the back. They truly managed to make every passenger happy with that decision. Those who had purchased coach but did not have an assigned seat now had one. Those who now had business class seats with coach class service, like us, were delighted with the upgraded seating and the business class customers received the personal premium service they expected. It’s possible their service was even better because the group was confined to a much smaller space instead of spread out over two sections of the plane. It was a win-win for everyone. so congrats to Japan Airlines for their innovative solution.
I fly a few hundred thousand miles a year, mostly internationally and have never had this situation occur previously. How about you?
[Images via Christine Krzyszton]

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