Flying Business Class on a long-haul flight should be a seamless and indulgent experience, but our recent journey with British Airways from Nairobi, Kenya to London was unfortunately a letdown. From the moment we arrived at the airport to the last steps off the plane, the experience was marred by a series of frustrations. While there were a few highlights, such as the hard product (seats, screens, and windows), the overall service and comfort left much to be desired. Here’s a breakdown of what went wrong and why we were disappointed with our Business Class (Club World) experience.
A Rocky Start: Premier Plaza Lounge
Our airline experience began on the ground, and unfortunately, it was off to a rocky start. British Airways uses the Premier Plaza Lounge at Nairobi’s Jomo Kenyatta International Airport, a Priority Pass lounge that left much to be desired. While lounge access is a perk of flying Business Class, this one felt underwhelming at best. The lounge was cramped, lacked variety in food offerings, and didn’t provide the peaceful, relaxing environment we had hoped for before a long, overnight flight. It would have been nice to enjoy a nice meal, so that once we board, we could immediately go to sleep given that that flight was at night.
Given the rigorous security checks at Nairobi’s airport—something entirely outside of British Airways’ control—having a much better lounge for Business Class passengers seemed even more essential. After going through multiple layers of security, we expected a high-quality, comfortable space to unwind, but unfortunately, the lounge just didn’t provide that. For a premium service like Business Class, we were disappointed by the lack of comfort and food options.
A Repeated Security Checkpoint: Really?
While the repeated security checkpoint wasn’t British Airways’ fault, it added unnecessary stress to the pre-flight process. The first checkpoint occurred before we entered the airport. We had to exist from the taxi and go through security while the taxi met us on the opposite side. The second checkpoint is a queue to enter the airport. The 3rd is your regular security checkpoint. Finally, at the gate, every passenger was required to go through security yet again—this time, a fourth checkpoint before boarding the plane. Although this is a result of Kenyan airport security procedures, it still made the overall experience feel more like a hassle than a smooth transition into the flight.
Considering the multiple layers of security, it became even more apparent that Business Class passengers deserved a more comfortable and better-equipped lounge space to relax. After all, we were already being asked to endure such rigorous checks; the least that could have been provided was a lounge that offered a more premium experience to match the Business Class ticket.
The Hard Product: Comfort on the Plane
Once on board, we found some redemption in the hard product. British Airways’ Club World (Business Class) seats are well-designed for comfort. The seats can be fully reclined into a flat bed, which is essential for a long-haul, overnight flight. We were also pleased with the ability to close the doors around our seat area, offering additional privacy and personal space, which made the journey more comfortable.
The large screen monitors were another standout feature. They offered clear visuals and a wide selection of entertainment, making it easier to unwind during the flight. Additionally, the large windows were a pleasant and expected from Airbus 350, providing ample natural light and great views of the sky, adding to the overall sense of space and comfort.
While the hard product was certainly a highlight of the flight, it wasn’t enough to completely make up for the other aspects of the journey that were lacking.
In-Flight Experience: Delayed Meal Service and Unappetizing Food
The flight was an 8-hour overnight journey, but we were hoping that the comfort of Business Class would make it more bearable. Unfortunately, the service and meal offerings left much to be desired.
British Airways offers two meal services during the flight, but there’s a catch: you must dine at the designated serving times. If you miss your mealtime, you won’t be able to eat again until 90 minutes before landing. Nervous about going hungry, we chose to eat immediately, even though we weren’t particularly hungry at that moment.
The bigger problem, however, was the delayed meal service. Over an hour into the flight, the meal still hadn’t been served. Most airlines would have served a snack and drink prior to the meal but this was not offered. At this point, we had to decide whether to go to sleep and risk being hungry or eat very late. We opted for the latter, but the experience wasn’t ideal.
The Food: Disappointing and Underwhelming
When the meal finally arrived, it did not live up to the expectations of Business Class dining. The meal was served on a single tray. We chose the warm salmon, but it was paired oddly with cold vegetables and cream cheese. The salmon itself was lightly seasoned, but the overall combination, including the dry, cold bread, wasn’t very appetizing. We ultimately felt that it wasn’t worth the calories and left most of the meal untouched.
For breakfast, there was a choice between a bacon and tomato sandwich or fruit. We went for the fruit, which came with yogurt and a small warm muffin. The fruit was fresh, but the yogurt was basic, and the muffin didn’t add much to the meal. Again, for Business Class, we had expected much more in terms of both quality and variety.
The Arrival: A Frustrating End to the Journey
After what felt like an endless flight, we finally arrived in London at 6 a.m. But once again, there was a hitch: a dual jet bridge failure. Instead of being able to disembark directly to the terminal, we were bussed to the terminal; this entire ordeal took a frustrating 50 minutes. This delay was compounded by the need to change terminals from Terminal 5 to Terminal 3 by bus.
This added inconvenience at the end of a long-haul flight was the final frustration, especially considering we were traveling in Business Class. After an overnight flight, the last thing we wanted to deal with was unnecessary delays and terminal changes. In addition, had to run to catch our connecting flight.
Conclusion: Not Worth the Price
In conclusion, our flight with British Airways from Nairobi to London in Business Class was a major disappointment. While the hard product—such as the comfortable seats, large screen monitor, and large windows—offered some level of comfort, it wasn’t enough to redeem the overall experience. The underwhelming lounge, repeated security checks (not the airline’s fault but still an inconvenience), delayed meal service, subpar food, and frustrating arrival process all contributed to a journey that didn’t meet the standard we expected from a premium airline.
With so many areas for improvement, British Airways needs to address these issues to ensure their passengers truly get the quality experience they pay for. Until then, we’ll be looking for other options when booking our next long-haul flight.
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