Why You Should Pay More to Fly to Japan on a Japanese Airline

Yes, even something as simple as how they board the plane makes a difference in the comfort of the trip. Japanese efficiency in boarding planes is impressive. I remember flying on ANA back in 2000 and being amazed as I watched them start boarding for a full 747 less than fifteen minutes before the scheduled departure. Everyone was on the plane with time to spare, and at the exact departure time printed on my ticket, we were pushing away from the gate.

Not only are they efficient in their boarding policies, but they are considerate as well. There was a time when all of the airlines used to let families with small children pre-board along with the first and business class passengers, but at least for the last five years or so, airlines like United, American and Northwest do not seem to be offering this service any longer. When I was waiting to board a Northwest flight to Japan a few years ago I asked when families with small children would be able to board, but I was curtly told that I should wait until my seating section was announced. I was flying with an infant (6 mo) and a toddler (3) at that time. The Japanese Airlines I have flown on have never failed to offer priority seating to traveling families. In fact, as they are announcing the pre-boarding, there is often someone walking around the waiting area, looking for the traveling families and telling them personally that they may board the plane, just in case they miss the announcement.

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No one has expected free meals on domestic US flights for several years. Now it seems that passengers may need to start paying surcharges if they want to take any luggage other than a small carry-on, and unless you are willing to pay a few more dollars, you'll probably end up sitting way in the back, near the bathroom and the galley. Furthermore, several airlines announced this summer that they would no longer be offering meals on certain US to Europe routes. First they took away the complimentary beer and wine, now they won't even feed you. How long will it be before we need to pay a quarter just to use the bathroom? (I hope there are no airline executives reading this, that might give them an idea.)

The Japanese airlines may have tightened up their luggage guidelines a little bit, but they still aren't asking for extra money every time you turn around. And you can always get a complimentary beer, glass of wine or even a cocktail with your meal on the international flights.

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The entertainment options on Japanese airlines are far superior as well. There are individual TV monitors on the back of every seat (yes, even in coach). They offer a selection of at least five or six movies one can choose from, as well as several TV programs (including kids programs). These entertainment options are available continuously throughout the flight, except during landing and take off.

I flew on Northwest two years ago. Of course, the business and first class passengers have individual monitors, but coach was limited to the overhead TVs and one big screen at the front of the cabin. Your only choice for in-flight entertainment was whatever was playing on the big screen. On this particular flight they had a problem with the sound on the movie. We could see the movie, but we could not hear it. They apologized, of course, and after messing around for a half hour or so then they announced that they could not fix it and would just let the movies run without the sound. It was one of the longest 13-hour flights I have ever been on.

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While flying from Sapporo to Tokyo with my family in 1999, we were running a bit behind schedule. We got to the airport about 30 minutes before the departure time and there was a long line at the check in counter. Noticing that there was a long line, one of the airline check-in clerks was moving along the line checking to see what flights people were on. When she saw that our flight was leaving in less than a half hour, she immediately brought us to the front of the line, called the gate for the flight to let them know that there were three passengers who were just now checking in so they would wait for us, and also to wait for the luggage. Then, she personally escorted us all the way to the gate to make sure we got on the plane safely.

Contrast this with a situation I observed in Chicago while waiting for a connecting flight. I was sitting near a "help" desk for United Airlines. A flight arrived at a nearby gate, and one of the passengers, de-boarded looking fairly disheveled and in a hurry. He went straight to the help desk and said, "My flight was late getting in. I'm supposed to make a connecting flight to Tokyo in 15 minutes, but I don't know where it is, or whether I can make it in time. Can you help me find out what the gate is? Or call them or anything?" The man behind the counter, who was leaning back in his chair as he listened, said, "Sorry, can't help ya." The traveler walked away clearly frustrated and very angry.

The dedication of the Japanese cabin attendants to the cleanliness in the bathrooms is something I only noticed on my last flight to Japan. Because we have small children, we were able to get seats at the bulkhead, which is also near one of the sets of bathrooms. Around the middle of the flight, when flight attendants are not busy serving meals, or selling Duty Free items, I noticed that one attendant was sitting near the bathrooms. At first, it didn't seem that she was doing anything other than sitting there. I thought she was just resting, but from time to time, she would get up, disappear for a minute or two and then return to her seat. After observing this for a while, I noticed that she was getting up after every time someone used the bathroom. It was then that I realized that she was cleaning the bathrooms after every single use! Throughout the majority of the flight, there was a flight attendant stationed near the bathrooms, diligently cleaning them each time they were used. No wonder the bathrooms were so clean.

Although the Japanese level of service is hard for Americans to attain, I have had some negative experiences on US airlines, which seem like common sense could have easily prevented. For example (on Northwest again), while passing out a meal to the passenger in the seat next to me, the flight attendant bumped the tray on the back of a seat and spilled a few crumbs there. She apologized and cleaned them up. A few crumbs that have to be cleaned up is no big deal and doesn't bother me a bit, but instead of cupping one hand and using the other to brush the crumbs into it, she simply brushed them off the seat with one hand, directly into my face and said, "There we go, sorry about that".

What truly astounded me, though, was what happened while de-boarding a Northwest flight in Tokyo about 2 years ago. We were traveling with our three year old daughter and 6 month old son. When you have small children, it is usually easier to wait until everyone has de-boarded to gather your things and your children and get off the plane. So as the last passengers were walking down the aisle, we began to gather our things and our children in order to get off the plane. As we were gathering our things, a flight attendant towards the front of the plane got on the intercom, looked directly at us and announced, "We would like to ask all passengers to immediately de-board the plane so that we can complete our arrival procedures". This was obviously directed at us, since we were the only ones left on the plane.

Could she not see that we were in the process of gathering our things in order to de-board? Did she honestly think that after 13 hours sitting in tiny seats with two restless children, we wanted to spend a few more minutes on the plane just to soak up some of the atmosphere? Didn't she realize that it takes extra time to get organized when you are traveling with small children?

I've always wondered why she didn't simply come over to us and ask if we needed any assistance. It would have subtly, yet politely, implied, "get off the plane now, please", but would have had the appearance of being thoughtful and kind.

These days it seems like the American airlines are nickel-and-diming their passengers every time you turn around. Every time they add a new fee, or think of a new surcharge, the Japanese airlines look better and better and that price difference doesn't seem like such a big deal. Not everyone has a choice, but as long as I do, I will choose a Japanese airline to fly to and from Japan over an American one.