An Elevated Experience: First class meal service on a NEW B787

About to take my seat 7D on the 787L

This one time, in Houston, Mom flew a helicopter. She didn’t mean to fly a helicopter; it was an accident. Mom worked for a millionaire in the early 70s who was in the market to buy one and had arranged for a test flight. As often happens with eccentric millionaires, his plans changed at the last minute. Instead of canceling his test flight, he invited Mom to take his place and gave her the afternoon off. She picked me up from day care and we drove towards downtown on Allen Parkway along Buffalo Bayou.

Bell Helicopter

Living in Houston, it was easy to fall in love with helicopters. They seemed to be everywhere. And there on the grass sat one. A Bell- beautiful and sleek. Mom parked and the pilot greeted us. We strapped in and took flight. I marveled at all the swimming pools in the backyards in River Oaks, there were so many. We got to see our house off Kirby, and eventually my day care. My favorite was when turning, how the whirlybird felt like it was about to go sideways. And the next day I kid hit me in the face with a tin can when I told him I had flown overhead. It was worth the eight stitches. 

Houston's Buffalo Bayou

When we landed next to Buffalo Bayou near our car, he instructed Mom to open the door. Instead of pulling the door lever, she pulled the collective lever, the one that tells the chopper to lift from the ground. We rose about 5 feet, performed what felt like a curtsy, and lowered again. As we drove away, Mom’s tail between her legs, the pilot was walking around his bird looking for any damage. But that’s how Mom got to fly a whirlybird. 

A few years later, Dad and his wife lived in Chicago and I would visit during summer break. We sat in the back yard and watched the planes on approach to O’Hare. My favorite were the Braniff airplanes and their colorful liveries. I’ve had airplane disease as long as I can remember, always looking to the skies to see what’s flying overhead.

It took much longer than it should have, but eventually I found my way to working in the aviation industry. I love being on planes, feeling the power of the engines thrusting me down the runway and into the air, the bumps and rolls of turbulence, the jolt of landing. Working for a world-class airline there are exciting times when they introduce a new aircraft, new routes, new liveries. I live for it.

As a crew member, I’ve always been envious of the flight attendants chosen to partake in the photo ops, fly the new routes for the first time, be in the hanger when they roll out new aircraft. I’ve had plenty of opportunities to be on the ground next to our aircraft, photo in the engines, all that. I was at the airport for the final 737 in San Francisco, and in Honolulu for the final flight of our 747, with the big celebration in the hangar afterwards. But I have always wanted to be on the ground for a beginning not an end.

When I was invited to partake in a service test on a newly configured first class experience on our 787, one of only 4 flight attendants, I was on cloud nine. Finally...after twenty-five years. There were elevated premium lie-flat seats with doors that close, center partitions that lower to make a shared bed for couples, larger flat screens for entertainment, a snack center for mid-flight munchies, and more. We would be served a full meal service so the airline could track timings and flow in this expanded first class, and a film crew to provide training and showcase opportunities to help sell the product to passengers.

We boarded the 787 at Houston Intercontinental’s terminal C north early in the day. Everyone was excited to be a part of this exciting opportunity, so I didn’t feel out of place with showing my exuberance. I sat in 7D and was promptly offered a mimosa. I manipulated the buttons and nobs to test out the lighting options, changing the mood with hues of red and blue, moving the seat back and forward, lowering the center partition to say hello to the woman in 7E. She worked on the team responsible for the app technology used to record our experience notes on our smart phones.

I even dressed up, penguin tie and all

The pilots announced that it was time to push. The doors closed, safety checks completed by the competent yet nervous crew selected to work this elevated first class experience—the rest of the airplane was empty. At the sound of the double chime the captain turned off the seatbelt sign and the crew were up and on stage as they prepared for the service. The purser presented hot towels and then placed white linen on tray tops.

After 25 years I can finally hold the flights I most enjoy—working first class galley on flights to South America. I know all too well what it’s like in the galley and the hard work to support the aisle flight attendants. Something was taking them longer than expected. Hopefully a valuable learning tool for future crews. When the purser reached my seat, I was starving and more than ready for a glass of champagne—the real stuff from France, not just sparkling wine—and a ramekin of nuts that should have been hotter than they were, one of the first notes critical of my experience. Better to me than someone who paid thousands of dollars to be sitting in 7D.

The menu was the same I was used to serving on my flights south. I ordered the fish in white cream sauce with asparagus and polenta. The bread, like the nuts, was similarly lacking in the heat division. The salad was nothing special and I didn’t get the tuna appetizer, because the kitchen shorted them on appetizers. I seriously doubted that, honestly. Knowing my way around the galley as I do, I know that trays of food can easily hide. If you don’t take the cart out and open the aft side, you can easily miss them. A test as important as this, they would not have forgotten to board appetizers. At least there were plenty of desserts on the queen cart. I passed on the ice cream sundae for a slice of hot-chocolate cheesecake. And of course, a glass of port wine. Deluxe all the way, thank you.

When the service concluded we were invited to explore the rest of the airplane, observing the improvements in the crew rest area and the economy seats, which seemed firmer than what is currently offered. The snack bar was opened up and we we were invited to grab a few for later.

And soon we were asked to take our seats as the test was over and the information needed was obtained. They asked that we complete our notes in the app before arriving at our gate, this time in Terminal E. Experiencing a first class service is something I’m used to. Admittedly, I don’t fly in first nearly as often as when I was first hired in the 2000s.

For the most part, there wasn’t anything elevated in the service. Where the improvements lie were in the seats themselves. The larger screens for blockbuster movies were nice. The seat was comfy and there were numerous places to store things, but with all the pillows and blankets left in the seat, there were not enough to stash them all.

Of course, as a flight attendant, I was sure to give the crew flying colors for the exemplary service. They were under a lot of pressure after all, working a cabin they were not used to, being observed, filmed, timed, and judged.

A view of the airport on the big screen at 7D

The airline just took possession of a second such aircraft, and the first elevated experience for customers was on a flight from SFO to Singapore. In the weeks since, however, they have been plagued by mechanical issues. The studio suites that are up to 25% larger have had issues with seats and privacy doors. The birds are now back with Boeing while they figure out a fix. But once they return to friendly skies, they will be a delight enjoyed by the first class society. And hopefully us crew when flying hither and yon on our travel passes. 

Penguin in the flight deck

My lust for aviation began when I was very young. I’ve been in a hot air balloon and planes of all sizes. I’ve been lucky enough to enjoy numerous helicopters, a but I’ve yet to actually fly one. I might do less damage than Mom. Since beginning my career with the airline I’ve always hoped to take part in a big event for a new aircraft. Hopefully it won’t take another 25 years before another opportunity comes to fore. 

If you enjoy poetry, you can purchase signed copies of my 3 books at www.penguinscott.com 

        www.PenguinScott.com

Thanks for reading, Leave a comment below and follow for more stories.

7-Hub Run: An Aviation Geek’s Dream

I would like to say that one of the perks of being a flight attendant is that there isn’t such a thing as a typical day. That might not be entirely true. Sure, each day we generally fly with a new crew, most of whom we’ve not met, or maybe we flew together, but spend half the flight trying to remember where it was. If I don’t remember by the time we part ways once we land, it hits me at 3am.

While there can be a run of trips that are mundane—board the plane, serve a few drinks, pass out a few peanuts, laugh with passengers, talk about soup recipes with Sarah on the jumpseat, who commutes to Houston from Spokane and spends half the flight talking about her grand kids. The other half is spent talking about her cats. These sorts of trips can go from one to the next, to where you don’t recall, was that seat duplication with the blue-haired lady yesterday or today? There’s a receipt in my pocket from Chicago. When was I in Chicago? How long have I been on this aircraft? Where am I?

And then there are the times that really make for a day you’ll long remember. Like the time I served dinner to Shirley MacClaine, one of my favorite actresses. Or the flight the guy said he wanted to knee me in the nuts. Or the day they brought 2 service animals on an empty airplane for press photos in the cockpit with pilot’s hats. One time I even worked a flight to Hong Kong with a very light load only to deadhome home in first class, and because the hotel was oversold, they put us in a swank hotel at the airport in a suite with a hot tub, free breakfast, drinks at happy hour with tasty appetizers, and everything in the minibar was completely gratis. When I checked out, I don’t think there was a single item left. To make things better, it was on my company anniversary.

...Or today.

It was one of those days I thought would be fairly generic; an easy Denver turn, commenting on passenger shirts, asking if they’re going home or away, making old guys laugh when they tell me they are with the woman in front of them, prompting me to ask if SHE knows that. I don’t know why old guys like to tell us that, but it happened two times just today. 

The crew was briefing on board the plane when a supervisor boarded to let us know about a gaggle of special guests traveling with us. They were mostly our high-yield passengers flying together on what was called a Seven Hub Run: Newark, DC, Chicago, Houston, Denver, San Francisco, and LA. One was supposedly an “influencer.”

We had questions. Why? A whole day taking seven flights? Those seats in back are not exactly thrones—my butt hurt just thinking about it. Are they crazy? But, more importantly, will the influencer make us internet famous? We agreed that it sounds like fun, if you’ve got the time and money...why not? Maybe not the whole day, but I can I go with them to San Francisco?

It was a 3,900 mile trip starting at 6AM Eastern and ending at 1030PM Pacific...or 19 hours. Oh, but were they fun, with matching lanyards and racing bibs. Their enthusiasm was as if it was their first flight of the day. Service agents lined the jetbridge with signs and cheered them on. We made special announcements and received crew gift bags. A few wanted pictures in the cockpit with the pilots. As if planned, but not, the first officer was a dead ringer for late night comedian Conan O’Brien, complete with a swirl of red hair dangling across his forehead.

I was working first class, so enthusiastically informed that we’d take special care of them. My goal: this segment of their marathon would be the most memorable. One woman was celebrating a birthday, so I wrote a card for her. She said she had gotten cards from a few other crews. I replied that none were as caring as this one. Really, THIS card means something.

One of the things I like to do to make an impression in first class is presenting the hot towel service with a white coffee mug of dry ice in water, making a wave of smoke to drift across the tray and off the edge. Some passengers are mesmerized. Others hardly take note. But if I can do one little thing to really up the flying experience...it’s how I roll after nearly dying a few years ago. But catering messed up and not only did we not have hot towels, they boarded an economy bar cart that, instead of having bottles of red, white, and sparkling wine, had individual cans. And I really wanted to wow these guys with the best flight of their day. Drats.

At one point during the flight, a woman walked up from economy. She was a Global Services passenger,’ (our very top-tier passenger program, which is by invitation only). As a retiree of the airline, she had a few questions and was super friendly. Her husband is the head pilot for their union and has a seat on the board of directors, which gives him the high status. He soon came up as well and the three of us engaged in a very interesting conversation about how we love our aviation career.

There was another GS passenger in row two who stopped me with a pen and paper in hand to ask my name. “Are you the only Scott?” she asked. “I sure hope so,” I replied, making her laugh. She showered me with so many compliments I was searching for a towel to dry off. The best way to make our day is a letter to the airline of the good service you received.

The man in row five who was constantly smiling handed me a guitar pick. Larry Gowan is a member of the band Styx, and he’s got quite an impressive resume. My flying partners are too young and not familiar with the band. Larry and I had a fun conversation about my days working concert security in the late 80s and meeting bands from Stevie Nicks, Pink Floyd, and the Rolling Stones, to Henry Rollins, Adam Ant, The Ramones, and Bruce Hornsby. As I admired the signed guitar pick, I mentioned having a collection of them, including Jimmy Buffet’s and Mark Knopfler’s. But enough name dropping. 

I was having so much fun working first class while the purser was slaving in economy (all those high-yield passengers get free food and drinks, slowing down the service), and that’s why I prefer longer flights. When surrounded by so many wonderful people, I love the chance to mingle and chat.

We kept the aircraft returning to Houston, a real treat from having to change planes. Our load home was lighter as opposed to the one to Denver, which was 100% full. In first class was a woman in her 80s who started to get up with the aid of her 60-something son. The seatbelt sign was on and the ride was quite bumpy. I asked if she couldn’t wait a little bit because I was concerned for her welfare. She said she could with a smile.

When things smoothed out and the sign came off, I asked if she was ready to give it a try. But this time her son stayed in his seat, so it was all me holding onto her as she slow-stepped from row one to the lavatory, complaining of the pain in her right leg. I sympathized with the pain in my right hip from my auto accident last summer.

When we landed in Houston, there was another wheelchair passenger seated in row four. Her daughter assisted her as the purser helped with their bags. I let her take my arm; as we rounded the corner, and with nothing else to hold onto, I lent her my other arm. She was most appreciative, and I said, “Think nothing of it. It’s not every day I have two pretty ladies on my arm. Her daughter was bowled over and her mother laughed, telling me that she was one-hundred and two years old. “I’m SO happy I got to meet you today,” I said to her, as she reached for the aircraft door to take a seat in the wheelchair.

I was aglow as the four of us that worked the two flights walked to the employee bus together, chatting about how fun our day was. It could have been just another day, serving drinks and charming senior ladies at 36,000 feet. Even our worst days are better than most people’s best days. But the fun group of 7-hub marathoners was certainly a far cry from the norm.

No two days are alike when you’re a flight attendant. I knew it was going to be a great day when seeing a bag tag that read, “My second favorite F-word is Flying.” Fondue being the first, perhaps?

Here’s the exact 7-Hub Run itinerary:

6:00–7:19 a.m.: EWR-IAD, UA 1366
8:25–9:38 a.m.: IAD-ORD, UA 2440
10:35 a.m.–1:29 p.m.: ORD-IAH, UA 2483
2:50–4:40 p.m.: IAH-DEN, UA 241
5:59–7:45 p.m.: DEN-SFO, UA 1007
9:00–10:32 p.m.: SFO-LAX, UA 2409

If you enjoy poetry, you can purchase signed copies of my 3 books at 

www.PenguinScott.com

Includes free bookmark and button badge.

Thanx for reading. Leave a comment below. 

Follow me for all my latest blog stories. Contact me at www.PenguinScott.com 

The Stars Were Out: A sneak peek at the new Terminal C North in Houston

Stars overhead in the new C North of IAH

Scott Kirby, President of United

It was a star-studded night in IAH as special guests were treated a soiree Texas-style in the new C North Terminal. Granted, these were mostly stars hung from the rafters of the spacious new terminal, still being finished out. Oh, there were stars from those closely related to the building of the new United Terminal, as well as from the city, and the airline, such as Scott Kirby, United Airline’s new President.

He touted the pride felt in seeing this new facility, comparing it to another terminal he was familiar with only several hundred miles north, referring to his stint working with American Airlines at DFW. He drew applause when commenting that he hopes to turn IAH into the number one airport in the great state of Texas.

Penguin, Scott, Jason and Clinton

It was a pleasure to meet Mr. Kirby, who asked me to call him Scott, so I asked the same of him. He was warm and personable, taking a moment for a photo and talking about family and travel. I also enjoyed meeting other United employees and corporate representatives from OTG. As the beverages flowed, so did the good spirits of the attendees.

The event was as grand as the space, allowing guests to sample the food. which in a few short months will be enjoyed by the traveling public. Along with an assortment of wines and specialty cocktails, we were treated to panini sandwiches, tacos in the variety of chicken, shrimp and fried avocado, seared tuna, prime rib, hand-tossed pizzas, sushi as well as an assortment of hors d'oeuvres passed out on silver platters. For dessert. therewere cookies and brownies, as well as a huge white cake shaped like the new terminal building, upon which were projected images making the edible building seem to come to life.

Enjoying some treats

As with terminal openings I’ve attended in the past, there were also lots of photographers taking photos of everything from guests, to food, and of the ever so important amenities that will soon be open to the traveling public. Guests were offered photo flip books and professional take home images in front of a banner wall of logos.

Penguin with ice sculpture

 

Terminal-shaped cake

The terminal was grand and makes a wonderful first impression, with it’s large space and central court spread out under a field of waving stars. It was almost as if the space were created for aircraft instead of people, it was so grand in scale. Large windows allow for ample natural light, and when the Texas sun set, the space was warmly illuminated in blue hues, seemingly picked from the color palette of United Airlines, herself, aligning well with Polaris, the airline’s new first class product.

Hues of blue

Grand spaces

Night lighting

Not all of the gates were available for viewing, and as witnessed from looking out of the numerous windows, there is still a lot of construction going on to get the facility ready for opening day, billed as Marchof 2017. This was, after all, a sneak peek, not an opening, but the peek was impressive.

Special guests enjoy the evening

Prominent in the proceedings of the evening was OTG, a restaurateur which operates more than 300 restaurants and retail concepts in tenairports across North America. If you’ve seen the upgraded Newark airport, you know what to expect. The new Terminal C North has modern eating areas with electronic tablets set up for placing food and drink orders and appsto occupy the time of passengers in transit. The chairs were bolted to the floor, so no worries about strangers elbowing you, here. If the food served to guests is any indication, any discriminating palette can be accommodated, but it has the potentialtoleave the wallet a bit starved.

Bar

Guests were presented gift bags, which contained 

The paperweight commemorative sits on my shelves at home

more food samples and a paper weight to commemorate the building. It was red carpet from start to finish and everyone seemed to delight in the spectacle. The $277 million, 265,000-square-foot terminal was built by United in partnership with the Houston Airport System will soon house new United gates, including gates designed for the new 787 and 777-300 aircraft in her fleet. On one of the walls in the bar area, it was appropriatelystated, the stars at night are big and bright deep in the heart of the Texas!

Texas pride