NEWS FLASH
Air Serbia plans to continue improving its soft product, a process it began earlier this year. Asked by EX-YU Aviation News about the airline’s onboard offering at a time of significant network and fleet expansion, the carrier’s CEO, Jiri Marek, said, “If you grow rapidly it is very important for your supply chain to cope with that growth, especially in some areas where you have a monopoly provider, which raises certain difficulties. We definitely have a high focus on the onboard product. We want to improve it. This year we introduced complementary sandwiches on short-haul flights that are over two hours and 45 minutes. We are now also looking into improving our offering on shorter sectors. We are working on changing the existing complimentary cookie or chips offered on all other short-haul flights and we believe we can do something new from December or January. We will continue to focus on that”. Mr Marek added, “On long-haul flights we reintroduced amenity kits in business class and are one of the few in Europe that still offer pyjamas on request. We will definitely continue working on improving the soft product. One thing is what you want and wish to do, and the other is what your suppliers can deliver. That is one of the biggest bottlenecks that we want to address but that is something that cannot happen overnight”.
They should re-work their website
ReplyDeleteWhat are you talking about? It’s just been redone.
DeleteHe has no clue what he is talking about. Their sire is super awesome and easy to use.
DeleteThe new version of the site is poorly positioned. It doesn't navigate well.
DeleteNeko je izgubio kompas?
DeleteTheir website still has bugs. I tried to book a flight today and I couldn't do it via phone. Even on the PC there were problems.
DeleteYes, before it used to be ok but they still have some bugs now. It also shows many flights from LCA sold out when in reality they are not.
DeleteAs to the upgraded website, I cannot logon. I just get: Wrong password. When I provide my e-mail to recover the password, I do not get any e-mail with a link to recover the password even though I get the notification: Link for password resetting is sent to your mail.
Deleteagree, their website is fairly user friendly. I didn't notice issues
ReplyDeleteTheir " soft product" is better than many airlines ( especially US and the Lufthansa clan) but can always use improvement. Aim to be like Turkish and beyond.
ReplyDelete"two hours and 45 minutes".. which short-haul routes are longer than that in JU's network? Moscow, London?
ReplyDeleteWasn't it on over 2 hour flights? Didn't know it is on over 2h45min.
DeleteLarnaca, Tel Aviv, Cairo, Madrid, Lisbon, Porto, Malaga, London, Oslo, Moscow, St.Peterburg, Kazan, …
DeleteTLV? CAI?
DeleteLCA is shorter than 02.45 yet they serve the sandwich.
DeleteAlso London
DeleteSo is BCN and I just got one the other day.
DeleteCDG too.
DeleteTime is counted from the beginning of the pushback
DeleteTheir product in business class on short haul flights is mediocre to say the least. Presentation is poor, glasses are plastic, food is quite salty and not appealing. Wine list is brief. Overall could be much better!
ReplyDeleteDo you have recent Air Serbia business class boarding card to show us? Or just rephrasing what some others are posting?
DeleteTo be honest, I have similar experience. I can't wait Air France to be back to Belgrade.
DeleteAbsolutely, their business class product is quite bad. That's a fact.
DeleteJust flew on KL business class to BEG the other day and even though their meal presentation was not out of this world, the overall product was very nice. JU on the other hand sucks in business. Not only are the glasses plastic but there is no extra legroom upfront (unless you are on YU-APO), meals are so-so, plastic cups, no real loyalty program, no corporate program, no usb ports etc.
JU's biggest problem will become their crew. Once upon a time they were truly fantastic but it seems like most have left by now. This is something Marek should focus on instead of blaming supply chains for everything and anything out there. What supply issues are preventing them from adding a pillow or blankets on morning/night flights? What supply issues are there to have glass cups in business? What supply issues are there to have well trained and well groomed crew on your flight?
Seems like he is finding excuses for many things that could be easily fixed. They wanted to play in the big league? No problem but then you have to set the bar higher.
Best is that they will remove chips. Hooraaay!!
DeleteThat's another silly move. Why have chips (or gricko) but not give passengers a wet tissue? What are they supposed to do once their fingers are all greasy? All line up to wash their hands in the toilet?
DeleteI agree the employees they hire are on a local supermarket level. No training, no service, reading announcements as fast as they can. Customer orientation zero. It is quite sad.
DeleteI also don't see point in BoB when it's going bad as everyone pretty much doesn't take anything. Like just offer Coffee/Tea or juice and half of job is done
Delete@19:51: Because JU treats BoB as an excuse for previously cutting services "if you want more, you can still buy something".
DeleteOther airlines see BoB as an important revenue factor and built innovative products in the past few years, both in Europe and in the States.
There are so many great Serbian brands who would deserve a shot to be showcased, instead of Pringles, Snickers, etc.
I don't think JU wants to return to the "boutique" airline when it was married with Etihad during the first year. They prefer to be a hybrid lowcoster otherwise you will not be able to see cheap fares via BEG from other destinations. Their fares also include the 10kg luggage. With the percentage of the LCC passengers in Europe, business class is simply dying slowly. This is the reason why there are airlines like EW, Vueling, Transavia that act as transatlantic feeders. Also, with the introduction of trains, we will see less and less short regional flights in the future. This is happening in France and Spain for example.
DeletePlus, JU is also in fierce competition with Wizzair and will need to deploy bigger planes with more seats on busier routes especially Zurich and Barcelona. It is highly unliely to sell business to Barcelona or Tivat or Skoplje, etc. This also explains why the Embraers have no business class. I doubt business class is their priority. They do have to focus on it in their long-haul flights...
France cut domestic flights for O&D they are still there for transfers.
Delete"To be honest, I have similar experience. I can't wait Air France to be back to Belgrade.
DeleteAir France that serves cold meals even on 3-4h flights? You must be joking. Sure, they have glassware and champagne, but that's about it. Definitely not worth the price that they charge (which is among the highest for European short-haul).
"France cut domestic flights for O&D they are still there for transfers."
What on Earth are you talking about? There are dozens of domestic destinations in France where you can fly from CDG every day.
Huh? AF is more expensive because they have a fantastic product especially on the A220. Those cold meals are fantastic because they are not random dishes
DeleteFlying experience, especially in the business class, is not about cold or hot meal. There is something called soft product. Cold meals at AF are amazing. Whether it is cold or warm, really depends on the time of the day. I have never been disappointed by meals at Air France.
DeleteI don't think JU management care about customers and their needs. They are trying so hard to get rid of the crew who started flying when they launched the company. They just need young inexperienced people to have enough crew, quality is not important anymore. Recently they just sent experienced people to call centre, without any explanation.
DeleteOnly what's important is costs to be as close to zero as possible!! For the rest you can always blame supply chain!
Wow Pyjamas on long haul business class anyone seen them? How are they?
ReplyDeleteTheir soft product and overall service on the flights is really important if they want to become one of the Europe's largest and best carriers in my opinion. When they start to grow, they need to offer something better and similar to the other airlines who offer the same product if they want to compete.
ReplyDeleteAirlines are constantly upgrading their cabins and service so that they keep their customers. I think that the bussines class on the A330s is quite old and needs to be changed.
I like peoples posting their ignorance for our entertainment. Air Serbia doesnt want to become one of Europe's largest and best carriers. They started to grow 10 yrs ago. They already offer similar or better, just look at what their main competitor Wizz offers for base price. Airlines are not "keeping their customers" by constantly upgrading their cabins, just look at Ryan and Wizz or even Austrian for proof, airlines have better ways to ensure loyalty. When you say "business class on the A330" do you mean ARB, ARC or upcoming ARD?
DeleteAustrian is upgrading their cabin and they are adding new seats which have USB ports. Wizz Air also upgraded their cabin once A321neo started to arrive.
DeleteSo what better ways is JU employing to keep their customers?
Ne samo da nemaju problema sa retenzijom mušterija nego će dodati oko milion novih u odnosu na prošlu godinu, a sve uz stara sedišta pa još pomešana sa kakofonijom sedišta u wet lease avionima. Kome treba još dokaza da su sedišta, kabina itd nisko na toj listi?
DeleteЗначи чек зашто онда други улажу у кабину ако није битно? Они су сви глупи а ЈУ је као једина паметна?
DeleteAY also announced the refurbishnent of their Embraer cabin.
Delete@20:36 I dont understand your need to be that rude. I just said my opinion and i didnt mean anything bad about Air Serbia. JU is growing and its good but the truth is that they need to upgrade their product, and most importantly - they need to have standard ( same product for everyone not like this summer when one got a good bussines class seat and another one didnt, also with their A330s. ) If you are comparing Air Serbia with Ryanair and Wizz Air then i have no comment. I compared it with LOT, Lufthansa and Austrain as they offer transatlantic flights and Lufthansa was hated for not upgrading their cabins which now they will do. Also LOT is going to upgrade their cabins. This is normal and every airline does, as new tehnology comes, new features should be added. From your comment, it seems to me that you are the one who underestimates the value and quality of Air Serbia cuz you compared it with Ryanair, not me. Btw even Ryanair and Wizz Air are constantly upgrading their cabins.
DeleteAnd this change to the product has to be done so that they can further compete with European carriers. They still have monopoly on some routes but there is competition and people who choose more quality over price. Turkish is offering much more in Economy then JU does to New York and they have been flying long-haul for years now.
Delete@22:23 Why do you think that somebody here is saying that Air Serbia is not good or unsuccessful? They added seats and they will further grow from now on and that is why they need better product, its very simple but not everybody can understand it.
DeleteCabin is not irrelevant, just not one of top factors when purchasing an airline ticket. Not even close to price and schedule.
DeleteInsisting on upgraded, unified cabin for Air Serbia fleet at this point means lack of understanding where priorities are. Nice to have but not critical right now.
There is a reason why JU can't go past 50% market share in Belgrade. Obviously people are not rushing to buy tickets with them like you present it. They are growing because the market is growing and not because they stimulate demand. In order to stimulate demand and to have a following they need to offer more than price and schedule. Other airlines have understood this, even Wizz
DeleteAir Serbia is above 50% market share already.
DeleteJU should focus on having, implementing, and enforcing standards with their handling partners both in BEG, but also at the various outstations. Service in BEG is subzero (I doubt it will get much better with Menzies), but also at outstations agents often struggle with JU's system, JU policies, right down to announcements and boarding procedures. Other airlines are much, much better at pushing their standards through with handling agents. An efficient and affordable measure :-).
ReplyDeleteBut looking at their ACMI strategy, this is probably not on top of their priorities.
Are there any regulations around airline catering or could JU theoretically buy a bunch of high loaders and partner up with another company assembling snack boxes or something similar? Afaik Aerodrom Ketering is outside of the customs zone (tax free), might this be a limiting factor?
ReplyDeleteAerdrom Ketering is the same company providing catering for JU. Unfortunately, there are strict regulations regarding airline catering and you have to have permits and certificates. So they can't take catering from anyone else at the moment.
DeleteIn case someone from JU is reading this - online check in on all airports, please! What is the problem with this? How come you cannot check in online on most airports? Is it a compatibility issue with the system, is it a fee issue, is it something else? Why would people need to stand in queues and come much earlier to the airport if they only have hand luggage? It is a huge inconvenience! I don't care about chips and sandwiches, I don't care about the colour of the seats, just don't make me come to the airport an additional hour earlier just to waste it standing in a queue, for no reason whatsoever.
ReplyDeleteThey don't even offer it in some places like BCN. I guess that's why Wizz does so we'll there, they are cheaper and more convenient than JU.
DeleteI don't think JU cares. Their CEO is busy with other frivolous things.
Let me correct this Wizz fan: Air Serbia is flying to BCN 9 times per week, much more than Wizz.
Delete