The Journey - If At First You Don’t Succeed…
I’ve flown over 2.5 million miles, and in that time, I’ve experienced a handful of “go-arounds” - aborted landings because another aircraft is still on the runway or when the aircraft cabin has not been secured - but I’ve never had an aborted takeoff.
Until Friday morning.
I was on AF1381 at London Heathrow, ready for my 0615 departure to Paris. It’s been about 15 years since I last flew Air France, and I had broken the drought to make use of my relatively newly acquired Platinum status on Air France’s Flying Blue membership through a straightforward “status match”.
In the context of British Airways’ Executive Club overhaul, several airlines have offered a trial at a corresponding level. I get to fly Air France in 2025 with a level of status that reflects my Gold level on British Airways. I’m not abandoning British Airways, but this is a smart way for competitor airlines to attract some spend and potentially a valuable traveller.
It was the smoothest of boardings (early) and a quick taxi from Terminal 4 (I always think this is an underrated terminal at Heathrow - simple, spacious, airy) to the start of the runway.
Contemplating breakfast, the A220 (Bombardier) started to barrel down the runway until an abrupt stop. The captain explained something wasn’t right, and we then taxied back to the gate so “maintenance could have a look”.
Confirmation of the issue (port engine) came swiftly, and we were soon offloaded back into the terminal. Everyone was very calm, and it was a useful reminder of how many safety systems and processes are involved in modern aviation - ‘man and machine’ had decided we shouldn’t fly, and the flight crew stopped our journey at the safest point - on the ground.
Now, the challenge with a day trip is that any flight disruption at the start of the day has a material impact on your day. Did I doubt Air France would get me to Paris ? No, but it was a question of when. And, at moments like this every second really does count.
There was another Air France flight at 0900, which would have allowed me to make my 1200 lunch reservation, which was the purpose of this trip.
I had already checked British Airways for an alternative, and the 0840 had seats (the price was going up all the time), and the timings worked.
Waiting at the head of the line to be updated in person from an Air France representative - SMS, App, and Email had already let me know a rebooking was coming - I was able to ask if there was a chance of getting on the 0900.
Chance there was none and I pressed purchase on the British Airways option (contemplating, for the first time, the airline’s new way of reflecting loyalty based on spend was working for me in this instance !) and hightailed it from T4 to T5 via the tube. I think I broke a record with that connection and was soon through security with a quick diversion to the lounge for a celebratory drink.
Others may have made a different choice, but I was committed to this day in Paris for reasons I will explain in a moment, and when travel disruption occurs, I have some simple rules.
(1) Decide how important it is to you that you find an alternative which is as close to your original plan as possible. The determination drives your options.
(2) Own the challenge. There is no point in waiting for someone else to solve the problem. Waiting just wastes time, and with others in the same situation, your options will quickly dry up.
On my way to Terminal 5, Air France did, indeed, book me on the 1120. Doing a great job of getting me to Paris, but just not early enough for me.
In the lounge, it struck me that I needed to make sure that my return flight was protected - not flying Air France to Paris would probably result in my return journey being cancelled. I called the dedicated Platinum line and experienced my best airline remote customer service to date. My flight was protected, the refund process was put in place, and I received follow-up emails throughout the day from the same agent. Hernan. This was best practice.
Here I am on BA306 to CDG from LHR awaiting my 0840 departure. Pleased to say this left on time, arrived in Paris early, and was as smooth a flight as you could hope for.
Let Déjeuner Commence !
The irony of British Airways “saving the day” was that my lunch venue was the Air France pop-up restaurant on the terrace of Galeries Lafayette on Boulevard Haussmann
From the 25th June to the 20th August, the airline has created an “elevated gastronomic experience in a refined setting adorned in Air France's emblematic colors”.
With the opportunity to enjoy long-haul Business menus "just like on board" by three-Michelin-starred chef Régis Marcon and world-renowned pastry chef Nina Métayer.
When Air France emailed me about this, it was at the very moment when I was undergoing treatment and not eating. This seemed like a target, an incentive to get back to normal.
I’m glad to say it was the exceptional treat I thought it would be.
The restaurant is located on the rooftop terrace of the department store, roped off from the rest of the terrace. In the best corner with a great view of the Eiffel Tower.
Open in nature. It seats around 30 guests with Air France liveried loungers surrounding the restaurant.
The whole construct had an open and airy feel to it, and stylistically was very much in keeping with the Air France brand.
I arrived 15 minutes after my reservation had begun, but the welcome was warm, and I had a glass of Champagne in my hand and the menu within seconds of sitting down
Lunch is 93 euros, which includes a glass of Champagne, a glass each of red and white wines, an appetizer, main, cheese course, dessert, coffee, and water. I ended up being given another glass of Champagne to enjoy on the lounger. For a central Paris iconic location, this felt like a bargain.
The menu reflects onboard service, and I opted for the duck lasagne on the recommendation of my waiter. It was a good choice.
I didn’t have a reference point until my Air France lounge visit and flight back to London later that day, but the service elements were, in fact, true to inflight service - the linens, cutlery, glassware, and flatware were identical. As was the serving tray and a little matchbox, which contained the salt and pepper.
The detail was excellent.
There were several stragglers, and I noticed they were served more of their courses at once on the tray - exactly the sort of service style if you were opting for an express meal onboard the aircraft. A small but authentic touch.
My waiter asked if I wanted to have my dessert and coffee outside. A nice idea and practical as they do another sitting at 3pm. This was the only deviation from being onboard, the equivalent would be having coffee on the aircraft wing !
Dessert was unrushed, and I spent a good hour being looked after, more Champagne, enjoying Paris looking magnificent in the sun. It was also a moment to contemplate the importance of brands creating experiences like this if they are to elevate perceptions. Air France did this very well.
The service was warm and efficient.
A very memorable lunch, and there is still time to book a table. You can do that via this link.
And Back To London
After a stroll and a lazy drink in a cafe, it was back to CDG, where it was good to see flatware, glassware, cutlery, and even the tray from lunch being used in the lounge.
And, finally, onboard an Air France flight back to London, some supper and the conclusion to a day when I have consumed my own body weight in cheese.
In conclusion a wonderful lunch and a decision well made. A lesson in dealing with what travel can throw at you and probably most of all - it’s possible to be loyal to TWO airlines.
ABOUT THE AUTHOR
Mark Izatt is a brand consultant living in London and founder of Mission Critical, a highly focused and curated weekly briefing for time-poor and information-hungry decision-makers. He also produces THE DAILY, a complimentary weekday new briefing and you can sign-up here. No spam, just short and sharp.