Fabien Pelous, V.P. & General Manager Air France/KLM Canada
AF/KL Staff & Industry Partners gathered at YYZ for the unveiling of KLM's new World Business Class
KLM World Business Class dinner is served... salad & appetizer
KLM World Business Class cabin on the 747 upper deck
KLM Royal Dutch Airlines is in the process of rolling out their new World Business Class across their 747 fleet with their 777’s to follow. At this stage, the YYZ-AMS route is operating 4 times weekly 747’s configured with the new product, and it is something to see.
So much thought has gone into the design and functionality of the new seating, personal space, cabin interiors and style of service... as is necessary with so many top notch competitors and high customer expectations.
As KLM says, it’s new World Business Class is Dutch down to the detail. They engaged Dutch designers to fit out every aspect of what you will see and use onboard.... Hella Jongerius developed the new interior focussing on providing the optimal amount of personal space and she has certainly achieved something well thought out and very comfortable... even for the tallest passengers. Each seat reclines a full 180° and measures 207 cm. (81.5”) when fully flat. There is a subtle partition between the seats to provide more privacy for resting or sleeping while not completely cutting you off from your fellow passenger. The storage compartments are conveniently located and ample enough to tuck all your stuff away within easy reach. Even the glass holder is positioned so you can easily grab a sip while lying down without completely re-arranging your position. The 17” TV screens are a nice touch... making the viewing experience much better than the old smaller versions.
Speaking of attention to detail... the 5 subtle colours chosen for the onboard palette – aubergine, dark brown, night blue, cobalt and dark grey blend well in tweed patterns based on men’s suiting. The new carpeting incorporates recycyled stewardess uniforms as well as sheep’s wool that had previously been discarded. Even the new pillows are very special... no more little white ones... KLM’s new large pillows have a beautiful pattern on one side which match the cabin’s curtains... and the reverse side is a crisp white cotton for sleeping. Hella Jongerius says her main aim was to “convert the Business Class into a feel-at-home class”. A very comfortable well designed home, I think.
Although the YYZ-AMS route has been flying some aircraft with the new seating since July, KLM’s 747 fleet will be completely re-configured by May 2014. Their new World Business Class is part of a $3 billion investment by the DL/KL/AF/AZ Joint Venture in enhancements to product and service facilities. One of the specific initiatives Fabien Pelous , V.P. & G.M. AF/KL Canada spoke about is the different type of customer service training their staff is undergoing. The overall concept being there is always a solution for every question and that “no” is never an acceptable response. Travel Agents and customers have many choices when selecting which airline to fly in any class of service and their experience with that airline’s representatives throughout the chain of contact has to be positive. They may not be able to fulfill every request, but Pelous says that an alternative or suggestion should always be offered.
During the presentation of the Joint Venture updates, travel partners dined on one of the new World Business Class dinners being offered onboard. The menus have been designed by Michelin-awarded Dutch chefs and are prepared in Toronto by Gate Gourmet under the direction of Chef Jack Chow... yes, that is his actual name and my roasted red pepper ravioli was delicious. My table mates also seemed to enjoy their pan-fried chicken thighs with wild mushroom risotto and their braised beef with hutspot (a Dutch specialty featuring mashed potatoes, carrots and onions). Even KLM’s tableware is very distinctive. Designed by Marcel Wanders it is distinctive, lightweight and beautiful.
After lunch we were welcomed onboard the KLM 747 during it’s turnaround to test drive the 35 new World Business Class seats in the nose of the aircraft as well as on the upper deck. They lived up to their billing... very comfortable and they do give the cabin a look of simple elegance... clean lines, plenty of space and soothing colour combinations.
