I’m glad this has happened, because it sparks an interesting debate. Now I should make it crystal clear that this debate is separate from everyone’s understanding that there are starving children and people who need clothes. We know that – that is another discussion for another day. This discussion has to do with consumerism and service and two 1st Class passengers on a Qantas flight from LA to Melbourne. Did they do the right thing or were they being ridiculous?

Let’s just back it up a bit here and fill you in on the details. In a nutshell – from the Daily Mail:

A Qantas jet touched down in Melbourne without two of its first class passengers, because they refused to fly when the airline could not provide them with the right size of luxury pyjamas.

The extraordinary dilemma facing the A380 superjet’s crew could not be resolved before the aircraft took off from Los Angeles and so the angry couple demanded to leave the plane just as it was preparing to taxi from the terminal.

The Australian couple absolutely refused a pair of business class pyjamas and insisted they had the first class type in XL-size or they would wait for another flight. [more]

Most people’s kneejerk reaction is to say that the +size couple were being pathetic and should have been happy with ill-fitting or no pajamas. But then the argument arises: With such a vast premium placed upon every extra benefit consumers get from one airplane class to the next, they could have book Business Class and received the same outcome, for less.

To get an idea of the range in price, I checked out a random Qantas Melbourne to LA return-flight online. The average Economy ticket was around AU$2,000 (R17,000) and Business Class was AU$7,500 (R64,000) leaving First Class at AU$11,000 (R94,300).

That’s nearly a hundred thousand Rand for this couple’s First Class trip.

First Class on Qantas comes with numerous perks, including among other things, fold-flat beds, beautiful linen, great entertainment system, noise-canceling headphones, toiletries, fine wine and fine food. And pajamas. For me the pajamas don’t mean much, but I’d be pretty pissed off if they left out the noise-canceling headphones. If they didn’t have the headphones and the next class down offered all the other perks, or lacked 1st Class perks that meant nothing to me, surely I would be better off paying less and sitting in Business Class?

More to the point: if you want to offer the 5+ star service one expects with heavy price tags, surely there can be absolutely zero room for error? The pilot certainly didn’t think so – once the couple had left the plane he informed all passengers over the intercom of the reason for the delay. Needless to say the rabble in Economy roared with laughter.

Someone mentioned to me yesterday that the majority of people in First Class are there on upgrades (ie. using travel miles to get bumped up) and this might be the case with this couple. Indeed, it may be. But does that meant that the expectations of First Class should be reduced?

What do you think? Were they being ridiculous, or do you agree with their anger?