For our trip home from Europe, we opted to fly nonstop on SWISS from Zurich to Los Angeles onboard the 777 in business class. Overall, I had a sleepless but lovely trip while my wife walked away with a very different impression.
SWISS 777 Business Class Review
Zurich is the closet airpot to my in-law’s house that has nonstop service to LA and we were carrying a lot of bags, so it made sense to book this rather than travel back to Frankfurt via Basel.
We booked using Aeroplan points at a cost of 70,000 miles each. My five-year-old son required his own ticket while we only purchased an infant lap ticket for my daughter, at a cost of 2,500 miles. My daughter is far too big for a bassinet onboard, but I was not interested in spending an extra 70,000 miles for her own seat. Business class flights on Aeroplan remain a great value.
Taxes and fees totaled about $125 per-person, which includes a C$39 Air Canada booking fee on all partner awards. Our flight would be operated by a Boeing 777 (777-300ER to be precise). SWISS uses this aircraft on long haul flights.
On the morning of the trip I set out to leave four hours early so we could arrive at ZRH Airport three hours early, check-in without stress, and visit the lounge prior to our flight. But packing ended up taking longer than expected and my wife wanted to go for one last run before breakfast in the crisp morning air (it was snowing), so we ended up leaving much later than expected…more like 2.5 hours before the flight.
Traffic moved more slowly because there was check at the German-Swiss border and the snow slowed everyone down. We got to Zurich Airport about 90 minutes before the flight took off. That was still more than enough time to check-in, but left us virtually no time to use the lounge.
I could not believe how packed the airport was…in all my years of traveling through Zurich I’ve never seen it this packed. Social distancing? Ha, ha, ha:
Thankfully, I have Star Alliance Gold status and was able to use the first class check-in to avoid the insane queues in the economy and even the business class lines.
After checking our caravan of bags (my wife imports dishes into the USA and sells them…a cool little side hustle), we proceeded through security and then briefly to the lounge to pick up some apples and bananas for the kids (the A Gates Senator Lounge and Business Class Lounge are no longer combined).
We then ran into a huge line for the escalator going downstairs for passport control and the train to the E Gates. There was literally 250+ people in a line that stretched the length of the terminal.
Thankfully, we took the elevator down and avoided it all…an airport staff member was turning most people away from the elevator, but welcomed us because we had a stroller.
After stamping out of Switzerland and taking the train to the E Gates, we made the long walk down to the end of the pier to Gate 22, where our flight to Los Angeles was departing. We could have gone upstairs to the lounge, but my friend had been there an hour earlier and said there was no food at all, just beverages.
Boarding was absolutely chaotic, as is often the case on SWISS. HON Circle and First Class passengers were boarded first, followed by families needing more time to board (us). Boarding passes were theoretically scanned at the gate, but the reader was not working forcing the gate agent to manually enter seat numbers as passengers board. That meant quite a long boarding process for what would turn out to be (nearly) a full flight.
Zurich (ZRH) – Los Angeles (LAX)
Thursday, January 6
Arrive: 4:20 PM
Duration: 12hr, 10min
Distance: 5,938 miles
Seat: 16J (Business Class)
A tale of two flights began at the door. I boarded with my daughter in my arms and was warmly greeted and directed to my seat. I went to work taking pictures and did not even hear what was going on behind me.
Five-year-old Augustine was not wearing a mask because we were under the impression that SWISS only requires masks for children aged 12 and over. That is the general rule, but there’s an exception for flights to the USA, where SWISS goes along with U.S. requirements that all children aged two and older must wear a mask.
Rather than simply state this rule gently, the flight attendant screamed at my wife Heidi that she could not step onboard until Augustine had a mask on. The problem was I was carrying the bag which had a mask for Augustine in it.
Heidi suggested they walk to their seat and put the mask on, but the flight attendant screamed again that they could not enter, then just stood there glaring at them as if Heidi was supposed to snap her fingers and create a mask out of thin air.
Observing the impasse, Heidi asked for a mask. With a huff, the flight attendant turned around and found one, handing it over to her. It was far too big for Augustine, but Heidi looped it around his ears several times and the were finally allowed onboard (it had fallen under his chin by the time he reached his seat).
Heidi read me the riot act…she was ready to step off the flight, but I calmed her down as we settled in.
Strange thing? I did get another mask for Augustine, but he took it off to have a drink before takeoff and was never asked to put it back on…in fact, the cabin was full of mask violators and the flight attendants really didn’t seem to care (until another flight attendant with a thick British accent walked in from economy class and curtly demanded that passengers raise their masks). He was so unnecessarily rude…
I’m ready for the mask mandate to end, but respected it…I’d rather wear a mask than be thrown off a flight or face a future flight ban.
The SWISS business class on the 777 includes 62 seats in a staggered 1-2-2, 2-2-1 configuration. A mini cabin behind first class features just two rows of seats (rows 4 and 5) while the main cabin includes 11 rows (6-17).
If traveling solo, throne seats are available in odd-numbered A seats and even-numbered K seats. These single seats provide the most privacy and space for business class passengers but are reserved for Miles & More HON Circle or Senator members up until 24 hours prior to departure, when they open to everyone. If traveling with a friend or loved one, any pair of seats will do…I saw no advantage to one side or the other.
Since we booked at the last-minute and had an infant on the reservation, we were unable to reserve seats in advance. The flight ended up going out nearly full and that left us separated in the cabin. I booked myself the only window seat left in the cabin, 16K, while I booked Heidi and Augustine in 10 D, G. My goal was to ask the passenger in 16J if s/he would be willing to switch an aisle for an aisle so Augustine could sit next to me, but were fortunate that 16J was a no-show and that seat ended up being the only open seat in the cabin.
Thus, Heidi had an open seat next to her in the cabin for the baby and Augustine and I sat next to each other in row 16, with me in 16J and him in 16K.
The seat includes 60 inches of pitch and is 20.5 inches wide. In lie-flat mode, the bed is 79 inches long, which is over 6.5 feet. Room for your feet is a bit tight. Seats are controlled by a unit on the center console (including seat cushion pressure) and each seat has a nifty storage unit under the monitor for personal items like mobile phones, wallets, and keys (but not passports…).
Power ports and USB charging ports were available and my seat had a side storage compartment for a water bottle and privacy divider. Overall, I like the look of the seat (the pegboard woodgrain and dark leather with chic reading light) but don’t find it particularly comfortable.
Speaking of the cabin, I loved the world map in the front galley, as well as the faint image of the Matterhorn etched into the bulkhead wall.
Where SWISS really lags its competitors (even Lufthansa) is in bedding. The blanket is small and heavy and the pillow far too small…this is really economy class bedding and it is time that SWISS upgrades its bedding.
No matter, however, because I could not sleep during the flight…this is a notoriously difficult flight to sleep in (it leaves midday and is in daylight for the entire flight), but thankfully my daughter managed to sleep after several hours, as did Heidi. Augustine and I all stayed up, though.
Food + Drink
Prior to pushback, we were offered a pre-departure beverage, a choice of sparkling wine (not Champagne) or a fruit drink, which Augustine and I both enjoyed. Menus were also distributed.
SWISS offers printed menus in business class.
In what felt like we were on a U.S. carrier, flight attendants took meal orders before we even took off, with one flight attendant per aisle taking orders via a tablet.
It appeared that meal counts were updated in real-time, giving flight attendants the ability to limit choice when options were exhausted.
Thankfully, all options were still available when Ekaterina reached our row. I ordered beetroot tabbouleh with green pea guacamole and nut crumble for my appetizer and sautéed cod filet for my main course, a speciality from the Canton of St. Gallen according the the menu.
Augustine ordered alike salmon sashimi with avocado for his appetizer (we [as in me] decided we would share) and ordered meatloaf with morel sauce for his main course (apparently a specialty of the Canton of Grisons).
But lunch was actually still a long way away.
Service did not begin until about one hour after takeoff, for reasons I cannot explain. Lukewarm mixed nuts were provided along with a choice of beverage. I had a Negroni spritz while Augustine had orange juice.
Meanwhile, my daughter received her baby meal right away, which included apple sauce and pasta salad.
Another 40 minutes passed before the purser personally placed a table cloth down for every passenger in the cabin.
17 minutes later the appetizer arrived, along with a cheese course (Fette Berta and Passo dello Spluga from Switzerland) and warm bread.
Both appetizers were very tasty, though the salmon was particularly fresh. I ordered a glass of Swiss wine (Chateau de Chatagnereaz 2019 – 1er Grand Cru) to pair with my fish and found it to be dry and not overly sweet…just the way I like it.
24 minutes later the main courses arrived. Augustine’s meat loaf may not look very tasty, but it was the absolute winner, just brimming with flavor.
My fish was just okay. Cod is one of my favorite types of fish, but this was a tad overdone.
Meanwhile, Heidi ordered the beef tenderloin, which was delivered well-done and not very tasty (according to her). I sat with Claire Marie while she ate.
40 minutes after the main course was served, dessert arrived; a cheesecake with chocolate sponge and citrus fruits. It wasn’t great, but the Swiss chocolate always is, as was the decaffeinated cappuccino.
My final assessment of lunch: quite drawn out, but tasty. I appreciated that most recipes originated in Switzerland.
Ice Cream Mid-Flight
No SWISS flight from Zurich would be complete without Mövenpick ice cream mid-flight. The Swiss chocolate flavor always hits the spot and it was really tasty.
Other snacks were available as well in a basket in the galley.
A La Carte “Bistro” Menu
About three hours before landing, flight attendants appeared with “bistro” cards which served as an a la carte menu. Selections included a salad with red cabbage, apple, walnut, and mustard dressing topped in rösti balls filled with Gruyère cheese as well as a Swiss prime beef burger in a brioche bun with Apline cheese, cole slaw, and red onions.
I was not all that hungry, especially after the ice cream a couple hours earlier, but almost immediately Ekaterina showed up to take my order.
ME: May I order something closer to landing?
FA: You can try, but I recommend you order something now.
ME: So it doesn’t run out?
So even though neither Augustine or I were hungry, we ordered one of each. I asked about the “various soups” on the menu, but was told there was just instant noodles in a box…
The snack was both hearty and tasty. Augustine wasn’t very hungry, so I ate the salad and we split the burger. In terms of an airline cheeseburger, this was a winning dish, simple yet delicious. But the salad was even better, with beets adding a very nice flavor.
For dessert, I had an espresso with fruit, followed by another cappuccino. Augustine was presented with a large SWISS-branded chocolate bar (which he carefully took home and was saving for special occasion, but little Claire Marie found it and devoured it…).
I love that SWISS has both still and sparkling bottled water available for between meals.
Flight attendants who I interacted with were great. Ekarterina, who was the primary flight attendant serving Augustine and me, was so kind and friendly. She made small talk with both of us, never stopped talking to me in German (despite my American accent), and really went out of her way to make sure we were comfortable.
Carole and Karin also worked my side of the cabin and both were lovely, attentive, and gracious.
But even beyond the mask incident while boarding, Heidi found the flight attendants to be rude and indifferent on her side of the aisle (except for Karin, who worked on both sides).
For example, I noticed that Heidi’s empty cups piled up…the flight attendants did not take them away. Even during the meal service, her glass remained empty and upon completing her main course her dishes were finally taken…but she was not offered any coffee or tea or even dessert.
Remember how I mentioned Ekaterina advised us to order food right away when the a la carte menu was distributed? Heidi and the baby were sleeping at the time.
When Heidi tried to order a salad off the menu 90 minutes later, the flight attendant simply said there were none left and walked away. No offer of something else to eat. No offer of a beverage. Certainly no apology. I told her to just use the call button to order coffee…but that went unanswered. I joined her for a bit and we watched as the flight attendants on her side simply ignored the illuminated call light.
It was absolutely amazing(ly bad).
I asked Ekaterina if she might find my wife a salad or something besides a burger to eat and she was able to locate a salad for her…
This is really a conundrum, as my flight was lovely and Heidi walked away vowing to take Lufthansa next time, even with an extra stop.
In-Flight Entertainment System + Wi-Fi
SWISS offers a variety of movies, shows, games, and music from its interactive entertainment library.
Funny story (and the reason we’ll probably just fly in coach next trip): Augustine spent the entire 12 hours with his eyes glued on the screen. No exaggeration…
We don’t have a TV at home and greatly limit his screen time. We do this for health reasons and because there are too few hours in the day to rate watching a screen. But when he is on a plane, he can watch as much as he wants.
On LX40 he took full advantage of that, though I had to laugh. SWISS has this short subject feature for kids called Bernie’s and Lexi’s Adventure. There were 4-5 episodes available, each about 20 minutes long. Augustine spent the entire flight watching those over and over again. It’s not like those were his only choices – there were all kids of Disney animated movies to choose from. But nope, he wanted to watch Bernie and Lexi…
There was one thing that drew him away from the screen for an instant.
It wan’t the beautiful scenery outside:
It was the de-icing crew prior to takeoff…he was fascinated by what they were doing:
The noise-cancelling headphones were subpar (clunky, not very comfortable, and they did not work all that well), but I did watch one movie I cannot believe I’ve never watched…the 1996 legal thriller A Time To Kill starring Matthew McConaughey, Sandra Bullock, Kevin Spacey (I really miss House of Cards…), and Samuel L. Jackson. Great, great move which gives you a lot to think about.
I find Wi-Fi on SWISS to be prohibitively expensive. I’m glad it is there for emergencies*, but pricing was absurd, including:
- 20MB – 9CHF
- 50MB – 19CHF
- 120MB – 39CHF
- 220MB – 59CHF
* actually, it showed as unavailable for the first several hours of the flight…
SWISS once offered really nice amenity kits in business class that we still travel with today that were durable and included hooks, making them very practical to re-use as toiletry bags when traveling.
These days, the amenity kits are Victorinox branded bags with a mesh lining on one side and contents which include:
No other skin products given. I can understand why SWISS may not want to provide La Prairie products to business class, I’m surprised there was nothing at all.
A card inside the amenity kit indicated a shoe horn, shaving kit, and nail file were available upon request.
I visited the lavatory a couple times during the journey and appreciated that it was clean. Other than that there were no amenities offered.
Due to strong headwinds and a delay loading bags, we landed an hour late in Los Angeles. With a flight time of literally over 12 hours, I was quite happy for the upgrade to business.
In fact, overall I had a very nice daytime flight on SWISS with kind cabin crew and tasty food and drink. Sadly, my wife had a very different experience onboard and I really cannot blame her: I watched the call light being ignored for 20 minutes myself. I saw her empty glasses and dishes piled up.
I am certainly open to trying to SWISS again in business class, but the poor-quality bedding and difficult sleeping would keep me from choosing SWISS to fly eastward. In all honesty, next time I think I’ll just save the points and fly economy class (as we did for our summer trip). It’s not ideal for me, but my kids don’t need business class to sleep and my wife is certainly not willing (at least right now) to give SWISS another try.
Thankfully, all our bags made it…
Your family & son really seem to struggle with the mask policies.
He’s a big eater, Dara.
I love that Alpine speck that’s on the meatloaf – I eat it all the time when I’m back in Austria.
Have you tried the Williams schnapps? It’s very very good.
I have not – will try. The bacon was indeed tremendous (Augustine shared a bite with me).
I will be flying Swiss airlines in business class next month so this was a good review. Looking forward to it!
I could care less about your kids though.
I could too.
Try using your english skills and your logic skills to see if this sentence makes any sense.
“I could care less about your kids though”
Thanks professor. Allow me to give you some advice. This sentence is clumsy:
Try using your english skills and your logic skills to see…
It should be, “Try using your English and logic skills to see…”
See? This is better. It conveys the same meaning with fewer words. There is sadly nothing that can be done about your unpleasant personality though.
“I could care less about your kids though”
Why do you care about his kids? Perhaps you should learn the difference between “could care less” and “couldn’t care less”…
Jeez, how entitled can you be? Flight attendants are no doubt exhausted from the pandemic, and you can be bothered to look at mask policies for your own kids?
Way to blame the victim, Chuck!
Chuck, you do understand this is a flight review site? If the service is bad, the reviewer should say so and not sugar coat it in order not to come across as entitled. One could argue everyone flying in Business or First is entitled so why read the reviews in the first place…
And the “exhausted by the pandemic” argument is just ridiculous. If anything, crews had less work during the pandemic. Most service staff I meet are grateful and happy to be back to work. In any case, they have no excuse for doing their job poorly. It won’t make them any less exhausted….and people who pay their salaries have the right to expect decent service.
We had the same menu in late December. I ordered the meatloaf and was given cod. It was awful. GF had the goulash and it was inedible. We both took one bite, pushed our plates away, and ate nothing until we got to SFO. Service was terrible as well. Big contrast from the outbound, where food and service were very good.
I’ve flown LX38/39 many times and the inconsistency is just maddening.
I wouldn’t call the cod awful in my case, but it was not great…the fish on United, for example, is far better.
Service on LX seems to be hit and miss but that horrible bedding will keep me away on future eastbound flights. Meanwhile, the bedding is fabulous in first class.
Sadly i realize more and more flying Business is a waste of money.Maybe yes for points, but not hard cash,
With prices range between 3000$-6000$ on average .
Food and service is a Russian roulette,
Some airlines still offer the 2-2-2 config or even 2-3-2!
The only good reason is the ‘real estate’ you get, ability to strech, lie down, not rub elbows with strangers, but thats pretty much all that can ve guaranteed.
If food and service are great, its an extra bonus, sadly.
Some cabin crew should be made to pay 6000$ for a 12 h flight to realize how important their performance is.
No one should get off an aircraft after paying these fares unhappy.
Sounds like Heidi got a target on her back with her interaction with the FA upon boarding – it happens from time to time that the first impression set the tone for the rest of the flight. Then again, not many people would want to “go for a run” right before leaving on time so they can catch an international flight…. and it was snowing, so who knows what the road condition it might be.
You’re probably right about the target on her back.
To defend her on the run, we went running at 7am and were supposed to leave at 9am. I sort of knew whilst we were running that it would mean she would not be done packing on time…and I was right. But it’s not like she went running late in the morning.
The mask incident with Augustine in the beginning is why a federal do not fly list that airlines could put you on is a bad idea. If they had the power, all 4 of you could be on a do not fly list because of “non-compliance with mask policy when boarding”.
This review is an example of the lack of professionalism with FA’s. Professionalism means that you do a good job even if you don’t like the person.
It’s a good point. And while some will rush to defend the incredibly rude and lazy FAs, we’ve flown BA and LH without masks on the kids and had no idea there was an exception on LX for U.S. flights (which is an airline policy or a very narrow interpretation of the U.S. mask mandate).
“rotund”…”waddled”…how about we don’t fat shame the FAs (or anyone for that matter).
I expected such a comment, but the guy was incredibly rude and his girth and unprofessional attitude did not leave me confident he would be much help in the case of an emergency.
On top of the fat shaming you added that he had a British accent. Pointing out one’s physical features because you didn’t like the service shows a lack of maturity and does not serve your readers well. Adding that you expected this type of comment only adds to that perception of you (as immature).
I’m trying to help SWISS identify him so he can be retrained.
Oh man. Fat shaming an employee is gross reviewer behavior.
Crowding at ZRH is a mess. Disappointed to hear that it isn’t getting better. I think part of the problem with security is that everyone is *G, but the escalator crowding issue is ridiculous. I don’t recall ever having to queue for immigration for more than a moment any time in Switzerland prior to 2021. What’s causing the problem?
I often wonder – no offense please – if crew treat you differently because they see you reviewing the product ? Maybe you get better “service” as they know you will be writing a review?
As for your poor wife and her experiences – I know from previous flights when a passenger initially “irritates” a crew member they are marked for the flight – sad even in business. Your wife did NOT irritate the crew – just that damn mask rule and they should have calmly explained and helped the situation – not treat your wife as they did.
I have flown that route once and also once on the SFO-ZRH-SFO route on a 777 in business class and I find the seats very uncomfortable – like sitting on concrete – even with the seat cushion adjustments. Also, if flying with a partner you have to lean all the way forward to see each other. I’ve sat in the throne seat and in a twosome row.
Does anyone know if the “new” seats on SWISS are also the same ones on Brussels Airlines A330’s ?
I don’t think that is generally the case or was the case on this flight. Some people think I “work” for United, but I have to wait for upgrades and pay for tickets just like anyone else and I doubt their PR team is pouring over my reservations and sending notes to the flight crew. I just happen to be loyal to UA.
All that said, I suppose it is possible, but don’t imagine I am anywhere near important enough for SWISS to care whether I am reviewing their product.
Glad someone else commented on how tone deaf his mask policy remarks were in this article. Flight attendants work hard to keep everyone safe and deal with hundreds of entitled people every day. I can’t blame them for being frustrated.
Swiss Air’s mask policy is available on their website and mentions the US flight rule clearly: “Generally, the only exceptions to this rule are children under 12 years of age and persons who are not able to wear a mask for medical reasons.
(NB: on flights to the USA, all passengers, including children over the age of two, are required to wear face masks.)”
Yes, I linked to the policy. But shame on your for defending a flight attendant screaming at a passenger. Are you a flight attendant yourself?
“The blanket is small and heavy and the pillow far too small…this is really economy class bedding”
These days, is there ANY airline that actually provides “economy class bedding”?
SWISS does and if you check my economy class review on the same aircraft over the summer, the bedding was almost identical.
I’m pretty sure the FA’s name was Ekaterina (not Ekarterina), a typical Russian/Ukrainian name.
Thank you! Her name tag is visible in one of the pictures and you are correct.
Has anyone flown in the business mini cabin? Any recommendations on best seats in J on the Swiss 777?
A very thorough, detailed review, and exactly why I enjoy this website so much.
And this reader really likes how you personalize your reviews by including your family and their experiences as well as your own. It makes a difference and separates your reviews from those you read on other travel websites.
@matt – can you reply with a link to your travels in economy during the summer? this was with the family?
NM – found it. Looking forward to reading!
Thanks for reading! I hope you enjoy the report.
Wow. Can’t believe they would treat a J pax like that. Awful PR, even if you weren’t famous. I think this is the 2nd time Heidi’s service was much worse than yours, right? Crazy that FA’s think they are gods. Not a problem on domestic flights but a huge deal on 10+ hr flights.
Really great review, Matthew. Interesting the different levels of service with you and Heidi. But it’s typical now, seems like there are two alternate worlds on any flight consisting of the the FA’s that love their job and the ones that clearly don’t. One would think that SWISS would be more consistent, but goes to show that this is happening everywhere these days.
Augustine is a gem. Seriously though Matt, speaking any language in an American accent is a big fail. Sorry mate.
Another overly and unnecessarily review………
Interesting that as a seasoned traveller, especially with youngsters in tow, you weren’t familiar with the mask policy and that there seemed to be little “policing” of this on board. The different requirements are very misleading.
In spite of its unnecessary drawn out length, the review hasn’t encouraged me to want to fly Swiss……..
For people with shorter attention spans, I typically will publish a summary with my first impressions of the flight:
But some do prefer the details.
Thanks for reading. I agree that this review is hardly a ringing endorsement for Swiss.
On the topic of Swiss, you still haven’t updated us (I think) on your mistake LX F fare resolution from over a year ago.
excellent review, really enjoyed it – thanks so much! Totally will NOT be flying Swiss based on this – sorry your wife was treated so badly.
Thanks for your review. It may be quite outta the way, but Turkish airlines business class is the best. I have flown LAX IST several times each way, and the F/A have always been friendly and super attentive. The in-flight chefs and candles are a nice touch.
Grand Junction Colorado.
Mahalo for this review!
If you had the choice all things considered, would you choose LX,LH or UA to get from continental europe to west coast USA in Biz?
I really can’t decide, aside from LH is soft no due to their 2-2-2 setup basically snuggling with a stranger.
Quite honestly, I would choose United for the superior seat and bedding. The meal will not be as good, that’s for sure, but UA also has a superior library of movies and now has fast and inexpensive internet.
No TV at home??? Apart from your excellent informative flight review,I think you deserve a” parents of the year “award.I truly wish there had been none in my childhood home.
Glad to see the insane muzzle mandate has been removed both in the US and most of Europe including Switzerland, but not Germany. Swiss has lifted its mask mandate on all inbound flights as well as outbound flights to destinations that no longer require them, including the US. Interestingly, Swiss claims not to require masks on Germany routes whereas most other airlines do, including Lufthansa and Asian carriers such as Singapore Airlines and THAI (the former has removed mask mandates on most of its other flights).
Hi Matthew, what I see in your wife’s case, is the usual. I have flown a lot on SAS in business, and that is the same. Hit or miss in customer service. Typically two aisles get two pair of Flight Attendants (m/f). I used to love ARN/CPH-HKG the ones, where I had HKG-based Flight Attendant (m/f). When we come to the nature of people, everyone is having good days, bad days and we need to tolerate this. Your wife should have addressed Purser on the flight. That, in my opinion is the correct way to handle all discreetly. It is a small gesture to advise the one on duty. Hilarious is this: Last flight SAS SFO-CPH, placed to he last C-baing onto 10A, spouse on 9A, she (Purser) almost gave me hard time, when I was okay with the coffee. Well, no milk, which I need. She took the cup and corrected herself “this is not good, let me make this”. I told this to spouse and she giggled a bit… Coffee was refilled and fresh. The person in charge of that aisle was a Dane, and he spoke with me in Finnish well all the few words.
We all are emotional, when having services (no matter of what).
Your writing is pleasantly neutral (still lurking that library of the reports), but pointing out the incorrect issues. And being a Finn, I loved the St. George-review. But that one is a horribly overpriced. Hotel Katajanokka is quite nice, but bedding is horrible. Out of Marriott, Haven is nice here in Helsinki.