12 Features That Make Business Class Great… Or Not

12 Features That Make Business Class Great… Or Not

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In the past I’ve ranked what I consider to be the world’s best business class seats, and I’ve also shared what I consider to be the world’s best business class airlines. In this post I wanted to talk more broadly about the amenities, services, and features, that make a business class product great.

While flying business class is just about always better than flying economy, there’s a huge amount of variance in terms of the quality of business class between airlines. I walk away from some flights thinking “I wouldn’t fly that airline again even if it was the only nonstop option,” while I walk away from other flights thinking “I’d connect in order to fly that business class again.”

With that out of the way, let’s talk about what makes a business class product great. I’ll share the 12 things that matter most to me, roughly ranked starting with what I value most. Of course let me acknowledge that we all have different preferences, and for that matter the order can also vary based on the individual flight, since we’re not always looking for the same thing on all flights.

With that in mind, below are the factors that make for a perfect business class flight, in my opinion.

Direct aisle access & privacy

At the end of the day, business class is all about the seat. While the world’s top first class products can be over-the-top, the single thing that’s most important in business class is the seat, so that you can get some rest. What am I looking for in a business class seat?

  • Direct aisle access, so that I can enjoy looking out the window without having to step over someone to access the aisle
  • Ideally some level of privacy; this doesn’t have to be a door (though I do like doors!), but rather just some sort of privacy shield so that you don’t feel like you’re too exposed to the aisle, and so that you don’t get bumped by service items
  • Bonus points to airlines that have flexible seating options for those traveling together, like Qatar Airways Qsuites, which lets you create a double bed or seating pod
A good business class should have privacy & direct aisle access

Reasonably priced & fast Wi-Fi

In this era we can stay connected just about anywhere, and that includes when flying. Admittedly I value Wi-Fi more than the average person, as this is the second most important business class feature for me. I’m instantly happy if I’m flying an airline that has fast and reasonably priced Wi-Fi, ideally with no data caps (since airlines with Wi-Fi data caps typically have outrageously low limits).

$10 “Super Wi-Fi” on Qatar Airways with no data caps and good speeds? Yes please!

Qatar Airways’ reasonably priced Wi-Fi

Great bedding

As I said above, business class is all about the seat, though what’s a good seat without a plush pillow and blanket? This might sound silly, until you fly an airline that gives you a scratchy blanket and a pillow as thick as a piece of cardboard. I love an airline that offers multiple pillows, a cozy blanket that’s not overly warm, and even a mattress pad.

Great airplane bedding can make a big difference

Tasty & nicely presented food

Who doesn’t like a good meal? That applies in the air as much as on the ground. First and foremost, airlines need to focus on something that actually tastes good for what it is. It doesn’t need to be overly fancy, but just needs to be well executed. I’d rather have a tasty salad than a disgusting wagyu meatloaf.

If airlines can get the basics right, of course it’s nice if you feel like you’re getting a restaurant-quality experience.

Not a great business class meal…
A great business class meal…

Friendly & attentive service

I don’t really necessarily care what the service style is, I just care that the flight attendants are friendly and seem like they want to be there. I’m just as happy with Cathay Pacific’s hands-off service (where between meals you’ll only see the crew in the cabin when you press the call button) as I am with Singapore Airlines’ outrageously hands-on service (they’re like ninjas in anticipating what passengers want).

Just don’t make passengers feel like they’re an inconvenience.

Friendly & attentive service goes a long way

Individual air nozzles

Some airlines are known for keeping their cabins really warm. Admittedly everyone has different temperature preferences, but for those of us who easily get hot, individual air nozzles can make a huge difference. It amazes me how many airlines choose not to invest in these, as I find they help me sleep much better.

I appreciate airlines with individual air nozzles

Dine on demand and/or efficient service

Of course it’s nice when airlines offer dine on demand in business class, where you can order what you want when you want (assuming they don’t run out of food early in the flight, which happens far too often). While I appreciate that, I don’t consider it to be essential. I’m also happy with more “standard” service, though:

  • Ideally service is still customized, and passengers don’t feel like they’re part of an assembly line; for example, if a flight attendant sees an empty glass, they should proactively offer a refill
  • If the meal service is a treat (like Turkish Airlines business class), I don’t have an issue with it being drawn out
  • On a short overnight flight or if the meal service isn’t amazing, service should at least be efficient and quick, so that passengers can maximize their rest
  • Ideally service should get started as quickly after takeoff as possible, with the first drink being served within 45 minutes of takeoff
A dine on demand menu is ideal in business class

Extensive entertainment options

Personally I don’t care all that much about inflight entertainment — as you can see, Wi-Fi is my priority. However, I realize this is an important feature for others, and I won’t turn down an airline with thousands of options. When it comes to inflight entertainment, you can’t beat Emirates’ ICE system, or Qatar Airways’ Oryx One system.

As an avgeek, what I like most from an inflight entertainment system is a good map feature as well as a tail camera.

Who doesn’t like a good tail camera feature?!

Good coffee & espresso-based drinks

As longtime OMAAT readers know, I love good coffee. Airplane coffee is notoriously bad, probably at least partly because the water comes from the plane’s disgusting tanks. That’s why I appreciate an airline with great espresso-based drinks, including cappuccinos. We’ve even started to see more airlines introduce iced coffee and cold brew, which I’m happy about.

There’s a huge amount of variance in terms of the quality of airline espresso-based drinks. Waking up on a plane after a great night of sleep to a freshly brewed cappuccino is pure bliss.

Iced oat cappuccino in JetBlue Mint? Yes please!

Good alcohol selection

That’s right, I put coffee ahead of alcohol. Nonetheless alcohol matters too, be it good champagne, solid red & white wine options, or liquor. There’s a huge amount of inconsistency when it comes to the quality of this, and I’d say presentation matters too.

Who doesn’t like a nice glass of champagne in business class?

Amenity kits & pajamas

Sure, I like having some goodies to take with me from flights, like amenity kits and pajamas, which some airlines offer in business class. But it’s not something that’s terribly important to me. It is interesting to see the different approaches airlines take in this regard. If an airline doesn’t have good amenity kits, I at least appreciate if popular toiletries and other items (like dental kits) are stocked in lavatories.

I’d say Qatar Airways is in a league of its own when it comes to this, in terms of the quality of amenity kits and pajamas in business class.

Qatar Airways’ amazing Diptyque amenity kits

Some local flair

Airlines can be great ambassadors of their respective countries, so I always appreciate when they add in some local flair, whatever form that may come in. This is often what stands out to me, and is a common characteristic among my favorite airline brands. This could come in the form of “local” boarding music, signature menu items from a carrier’s home country, etc.

I love Oman Air’s Arabic coffee & dates

Bottom line

While I think most can agree that a great seat is the most important factor of a good business class, we all have different priorities beyond that. Above are some of the things that I value most in a business class product, roughly ranked. Hopefully that provides some useful perspective on why I’m more of a fan of certain products than others.

What do you value most from a business class product? How does your list differ from mine?

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  1. Isaac Guest

    After travelling on Air Asia for so long, it is only normal for me go back to full service airlines after I secured a good paying job. Being able to lie flat with a push of a single button; served a nice, presentable meal on warm ceramic plates compared to being shoved a piece of trash that looked like dog food which you have pay extra for it. Nice ample leg room; privacy where and...

    After travelling on Air Asia for so long, it is only normal for me go back to full service airlines after I secured a good paying job. Being able to lie flat with a push of a single button; served a nice, presentable meal on warm ceramic plates compared to being shoved a piece of trash that looked like dog food which you have pay extra for it. Nice ample leg room; privacy where and I can be left alone; priority boarding , lounge access, extra baggage weight and pieces allowance, worth every penny spent.

  2. Andy Diamond

    For me it's clearly:

    1. Space (includes direct aisle access)
    2. Good food with nice glass of wine (I usually don't drink alcohol except with meals)
    3. Only on short flights/late deparatures: Service speed.

    The rest is really not so important.

  3. Baliken Guest

    The last two business class flights I took on a TK 777 (IST - ORD and IST - CGK) I had two seats to myself in row 5. To me this is better than any single seat in a 1-2-1 config, even with doors. So much space! Of course the issue is not knowing whether the seat next to you will be empty until the doors close.

  4. iamhere Guest

    Agree with the other comments. You choose airlines because of the purpose of reviewing them and travel for reviews. Most people do not. Most people choose an airline or itinerary that fits their schedule or involves the least time or least stops, or even the price. Most people if they get decent service and can lie flat, that's good enough. Plane food was never gourmet for example and nobody cares about the branding of the...

    Agree with the other comments. You choose airlines because of the purpose of reviewing them and travel for reviews. Most people do not. Most people choose an airline or itinerary that fits their schedule or involves the least time or least stops, or even the price. Most people if they get decent service and can lie flat, that's good enough. Plane food was never gourmet for example and nobody cares about the branding of the amenity kits. This is one of those articles that as no affect on my miles and travel strategy. Useless.

  5. Alian Guest

    Isn’t Wi-Fi and entertainment selection regardless of class? You don’t need to be J to enjoy them.

    I’m sure the Wi-Fi in Y is the same as in J. A larger screen is a perk but the number of movies is the same in Y

    All other points I agree

  6. tipsyinmadras Diamond

    all due respect to Qsuites but those pillows with crap written on them are straight out of clearance at Homegoods.

  7. Patti Guest

    Prefer comfy seat and direct aisle access. I'm not a goodie so, usually, only Emirates and Singapore are worth it to me..

    I like the individual nozzles but trying to reach up and adjust from a sleep position is ungainly.. so I just bought a USB chargeable mini fan and use it. Works great for hotels also.

    The only lounges I've found worth it are again Emirates and Singapore. Admit I have not flown Qatar....

    Prefer comfy seat and direct aisle access. I'm not a goodie so, usually, only Emirates and Singapore are worth it to me..

    I like the individual nozzles but trying to reach up and adjust from a sleep position is ungainly.. so I just bought a USB chargeable mini fan and use it. Works great for hotels also.

    The only lounges I've found worth it are again Emirates and Singapore. Admit I have not flown Qatar. Haven't stepped foot on a US carrier for international travel for over 10 years. Hard pass.

  8. Mick Guest

    Just flew EVA from Brisbane to Taipei. Was a really good flight. Beautiful cabin in black. Great flight attendants. Still a little bit of knee contortion as with any seat these days that’s against the window. I may still choose an old school seat just for pure sleep comfort.

  9. riku Guest

    lounge access does not appear in the list - probably because in the USA it isn't bundled in with business class tickets like in the rest of the world. On a short flight you might spend as much time in the lounge as the flight itself.

    1. tipsyinmadras Diamond

      Lounge access is almost always included with US services marketed as business class. In domestic “first” - it isn’t.

    2. StarAdmiral Guest

      The point of the comment that outside the USA, lounge is included even with domestic flights marked as first or business, even for a 40min flight

    3. tipsyinmadras Diamond

      I’m aware. Outside the US airlines also give lounge access to their own elites too.

  10. Mantis Guest

    Obviously the seat is the most important. Service quality to me is #2, because it can leave a lasting positive or negative impression, moreso than any other factor.

    One area you neglected to mention is ground services. Quality of lounges, check in experience, etc., are part of the J product. Having to wait in a long line to check in, amd then sit in an uninspiring lounge with no views, uncomfortable seating, and sad food is a bad way to start a trip.

  11. Ross Kennedy Guest

    Maybe only a small comment, but Qatar Q suites, firstly very dark, just too much purple especially with the partition doors closed, and secondly, dining on demand, great for you at the time, but the rest of the flight, all you can hear is cutlery banging about in the galleys.

  12. Baliken Guest

    Don’t all airlines feature direct aisle access? You just need to book an aisle seat.

  13. VT-CIE Diamond

    It seems like you’ve finally managed to review the Etihad A350-1000, based on the filename of one of your images. YAY!!! Wish you could review Vistara’s 787/A321neo and SQ’s 737 MAX as well!

  14. lasdiner Guest

    Seat-Seat-Seat
    the rest is all fluff
    With the exception of the internet all the rest can be enjoyed on the ground (higher end alcohol) or BYO on board (PJ, caviar, etc)
    Bit the internet if the flight is for web addicts and device fidgeters -like yours truly- who cannot accept 12 hours of truce from their alienating habits
    Air nozzles a whole different issue i agree with entirely with Lucky

  15. Santastico Diamond

    You just forgot to say that most of these features are not available in US airlines.

  16. Matt Guest

    My list:
    Good seat
    Clean restroom
    Privacy/Door
    Non-alcoholic drink selection
    Food

    With the last two way behind the first three. I'll have no complaint if I arrive rested even if the food is not great. But it doesn't matter how great the amenities are if I'm tired after the flight

    1. Matt Guest

      I will say that Qatar's premium pitted dates are really high quality. Those served on Saudia were awful compared

  17. Wkc Guest

    A tea selection, something besides lipton or 'black' pls.

  18. Terry Guest

    I believe adjustable air nozzles are even a health issue. Good ventilation is probably equivalent if not superior to masking at preventing transmission of respiratory tract infections.

  19. glenn t Diamond

    One thing I do value in Business class is clean toilets, particularly floors.
    Of the three long-haul flights within a recently completed itinerary (Etihad, AirFrance and Sinagapore Airlines) Etihad rates a fail on this issue.
    Unfortunately for Etihad it's entire once legendary service is a sad shadow of its former glory. Will it regain its mojo? Who knows.

  20. wpcoe Member

    I'm not a fan of dine on demand. As I am a light sleeper, it can disturb my rest/sleep. I'm a side-sleeper and noise-cancelling ear buds/headphones are uncomfortable (if not painful,) so I hear the clinking of silverware on china, and sometimes the general bustle of activity in delivering/retrieving the meals. The smell food can be hard to ignore sometimes, too. With dine on demand, that can stretch out throughout the entire flight. No, please.

    1. Regis Guest

      You need to fly solo in a private jet. No commercial business or first class product will meet your requirements.

  21. Regis Guest

    Food and direct aisle access, by far, the most important elements, followed by individual air nozzles.

    1. EK_engineer Guest

      Regis, you need to fly solo in a private jet. No commercial business or first class product will meet your requirements for cuisine and space, and oh....air unpolluted by plebs.

    2. Regis Guest

      No biz class product offers food, direct aisle acess and indvidual air nozzles? Got it! Thanks for letting me know!

    3. EK_engineer Guest

      Right back at ya, buddy. Don't be so snarky if you're a snowflake LOL. I bet you're a pronoun kinda gal too.

  22. Bob Guest

    wifi? why?
    Who cares.
    To do work? No thanks.

    1. NFSF Diamond

      Is it surprising that many in *business* class want/need to do work?

    2. Yehuda Kovesh MD Guest

      I feel sorry for people who pull out their computer and drown themselves in work! A seatmate on a mad ewr flight remarked, seeing me read a book, “I dont have time to read books”. I told her very politely that she could choose to lie down in a cemetery and death will arrive soon enough. I also immensely dislike people who keep on mentioning they are avgeeks!

    3. Jidion Guest

      Is aviation enthusiast better?

    4. Fed UP Guest

      absolutely agree.... being on a flight, all of that business crap can wait.... Domestically, even on the 4 hours cross country (you do not get 5 full hours of wifi)... all of the useless business stuff can wait... nobody , except maybe for the president, is that important... the world will not end without your reply... have a cocktail and take a break

  23. NK3 Gold

    Maybe it is because I am tall, but I will gladly trade "privacy" for a decent footwell (or no footwell). As others have mentioned, being able to lie flat and sleep is probably the biggest reason to fly in business class. I often have trouble sleeping on some of the more private business class seats because my feet are too constrained. I will gladly take a less private cabin (such as Virgin/Air New Zealand, or...

    Maybe it is because I am tall, but I will gladly trade "privacy" for a decent footwell (or no footwell). As others have mentioned, being able to lie flat and sleep is probably the biggest reason to fly in business class. I often have trouble sleeping on some of the more private business class seats because my feet are too constrained. I will gladly take a less private cabin (such as Virgin/Air New Zealand, or the ex-Latam Delta A350s) if it means I can get my feet in a comfortable position to fall asleep.

  24. Errol Guest

    I fully agree that seat and WiFi are the most important. Couldn't care about food (it is never really high quality restaurant comparable), alcohol, entertainment or anything else. I do appreciate fast, priority boarding but once onboard the only other thing that can be good is an attentive crew should you need to interact with them and espresso coffee.

    I do agree that EK has the best entertainment but the amount of censorship is simply...

    I fully agree that seat and WiFi are the most important. Couldn't care about food (it is never really high quality restaurant comparable), alcohol, entertainment or anything else. I do appreciate fast, priority boarding but once onboard the only other thing that can be good is an attentive crew should you need to interact with them and espresso coffee.

    I do agree that EK has the best entertainment but the amount of censorship is simply ridiculous. I watched an episode of the Sopranos once and EK had just ruined it by cutting out every other word Tony Soprano said. I have never used IFE since and that was a good few years ago.

  25. Tim Dunn Diamond

    Totally agree on tail and nose cameras as well as individual air vents

  26. Jim Guest

    I would spring for biz if the price reflected what is important to me - i.e. being able to be horizontal on a long flight. I couldn't care less about the premium [insert "amenity" here]. I don't need to feel like I'm a zillionaire, I just want to have circulation in my legs.

    1. Andrew Reiser Guest

      Agreed! It is actually why I will defend TAP Portugal. Horizontal and comfortable for half the price of its competitors. I don't care if the food or service is meh.

    2. XPL Diamond

      I came to say this but you beat me to it. When I pay for business class it is because I want to sleep comfortably. The other things are certainly nice but they're not on my list.

      Avianca claims that transatlantic economy class passengers can pay extra to have a lie-flat business class seat. I might give that a try.

  27. Marko Guest

    If I am traveling alone, a direct aisle / single seat is pretty much all that matters to me. I absolutely hate sitting next to strangers on long-haul flights, which is why I boycott Emirates on 777 routes. I would only consider using them on the A380. I am astonished that people still pay top $$ to fly on their outdated 777 product. Not to mention the 3-seat configuration in the middle, paying a J fare for a premium economy experience.

  28. Bruce Member

    I want a comfortable seat. This seems like it should be obvious, but having direct aisle access and privacy does not guarantee a comfortable seat. I flew Etihad's A380 business class and the seat was so rock hard (even after firmness adjustments) that sleep was impossible. My seat had no malfunction either. Privacy and aisle access were there, but a comfortable seat that was certainly not. The seat needs to be ergonomically designed so I...

    I want a comfortable seat. This seems like it should be obvious, but having direct aisle access and privacy does not guarantee a comfortable seat. I flew Etihad's A380 business class and the seat was so rock hard (even after firmness adjustments) that sleep was impossible. My seat had no malfunction either. Privacy and aisle access were there, but a comfortable seat that was certainly not. The seat needs to be ergonomically designed so I don't feel like I'm on a plank of wood.

  29. Airfarer Diamond

    That 'not such a good business class meal' looked suspiciously like United.
    There's a surprise.

    1. Erik Guest

      I thought the same thing. The second must have been Turkish.

  30. Hobbs Guest

    I love it when the FAs take the time to introduce themselves, address you by name, offer to show you the seat functions, go through the menu and service options. I’m talking to you, Qatar.

    Also, Finnair blueberry juice.

  31. Julia Guest

    One thing I would add are airlines that offer a good beverage selection that doesn't include coffee or alcohol. If you aren't into those two types of drinks, or just don't feel like having either (and really, it is better to avoid alcohol and caffeine as much as possible when flying) it can be a bit boring stuck with just soda and juices. So kudos to airlines like Qatar and Emirates for at least offering some interesting mocktails as choices.

    1. UA GS @ SFO Guest

      If you're health conscious enough to avoid alcohol and caffeine, then you should also avoid sugary drinks - which is all soda and juices except club soda (sparking water).

    2. Julia Guest

      I avoid them too. The sodas not just for the sugar but also for the caffeine. But not all juices served are as sugary as others. And in mocktails they tend to be diluted down with club soda.

      Thanks for the obvious lecture though :D

Featured Comments Most helpful comments ( as chosen by the OMAAT community ).

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

Jim Guest

I would spring for biz if the price reflected what is important to me - i.e. being able to be horizontal on a long flight. I couldn't care less about the premium [insert "amenity" here]. I don't need to feel like I'm a zillionaire, I just want to have circulation in my legs.

4
Julia Guest

One thing I would add are airlines that offer a good beverage selection that doesn't include coffee or alcohol. If you aren't into those two types of drinks, or just don't feel like having either (and really, it is better to avoid alcohol and caffeine as much as possible when flying) it can be a bit boring stuck with just soda and juices. So kudos to airlines like Qatar and Emirates for at least offering some interesting mocktails as choices.

4
NK3 Gold

Maybe it is because I am tall, but I will gladly trade "privacy" for a decent footwell (or no footwell). As others have mentioned, being able to lie flat and sleep is probably the biggest reason to fly in business class. I often have trouble sleeping on some of the more private business class seats because my feet are too constrained. I will gladly take a less private cabin (such as Virgin/Air New Zealand, or the ex-Latam Delta A350s) if it means I can get my feet in a comfortable position to fall asleep.

2
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