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We came across this quite interesting article on Pakistan International Airlines (PIA) about the innovative way they use economy class for their business class passengers. We thought it would be worth sharing.
PIA uses economy class to transfer its business class passengers
Pakistan International Airlines (PIA) is known for its best in class service. For its business class passengers, however, PIA still offers a unique experience.
Business class passengers on long distance flights often have to sit in “economy class” seats. In these seats, passengers are not only are confined to the four wings on which a seat is provided, but their legs are kept in one of the four positions: left, right, forward or backward.
When they arrive at their destination, PIA’s business class passengers are taken to the “executive lounge,” which is set up in first class style.
Once in the lounge, PIA’s business class passengers can meet with the airline’s senior management.
Instead of hotels, then, PIA’s business class passengers are sent to a government-run hotel, where they are also treated to a special dinner by PIA.
“If a passenger comes from business class he/she is automatically treated in the same manner,” said Murtaza Ali, a member of PIA’s senior management team.
Although, in the past, the airline had kept some of its business class passengers in economy class seats, that option was discontinued a few years ago.
“Now it is just economy,” Ali said, adding that the airline uses economy class for these types of passengers as well.
“The (business class) passengers in economy are actually the best in the business. They know the environment very well and are able to identify the things (and) people.”
For this reason, the airline believes that economy class passengers can be just as valuable as those in business class.
“We try to understand the needs of business class passengers and plan accordingly,” Ali said.
“We found that their needs are different from economy class passengers.”
Speaking about the challenge for the airline in offering these passengers a more personal experience, Ali said: “We need to find ways (and) satisfy their needs.”
Also, differentiating the services for the
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