Emirates First Class Gets More Caviar

The policy for first class passengers has been changed by the airline. This is noteworthy for two reasons, the first being the policy and the second being the rarity of an airline making a genuinely positive yet potentially expensive soft product improvement.

Emirates catering more caviar in first class

The world's best first class products include champagne and caviar.

All airlines that serve caviar in first class have policies around it. Some airlines don't allow passengers to have more than one serving of caviar. Extra caviar can be offered if there are leftovers.

In theory, you can order as much as you want on the dine on demand menu. For a long time it was at the crew's discretion how much caviar passengers could be served from the available inventory, but now it's a thing of the past.

The airline seems to know how much first class passengers like caviar, and has just made its policy more generous.

• Emirates now has an official policy of accommodating multiple caviar orders per flight, subject to there being enough; this means you can order it multiple times, or ask for a double portion
• Emirates has greatly increased catering of caviar, to the point that there will typically be three tins of caviar loaded per first class passenger
• Ultimately the tins of caviar cycle through the system, and any leftovers will be put onto other flights, so I assume that Emirates isn’t expecting all the caviar to actually be consumed

I think the mezze and the caviar are the best things on the menu. You don't have to be shy about asking if you want to enjoy a couple of times.

Emirates deserves credit for this

There is more to be said about airlines investing in soft product. Airlines often make improvements due to customer feedback. Customers want less pillows, less food and other things.

The way in which the airline modifies its product based on the things that people enjoy, especially in first class, is something that I am continually impressed by. The airline is constantly updating its procedures and offerings in order to improve the experience.

The airline keeps a close eye on consumption patterns in first class. It's great to see airline product people say "Hey, our first class customers really seem to enjoy the caviar service, let's offer them more of that"

Bottom line

The airline is now taking the service to the next level, after offering it in first class for many years. The airline is increasing the amount of food passengers can order during the flight.

There is no denying that this is an impressive passenger experience investment.

What do you think about the changes to the food?