Nick Walton encounters remarkable levels of customer service on the most unassuming of airlines.

Background

Air Astana is the national airline of Kazakhstan and has operated since 2002. The carrier, a Skytrax four star airline, is presently counted among the top 20 most profitable in the world, and offers both domestic and regional flights within the Commonwealth of Independent States (CIS), as well as to an ever-increasing number of international destinations, including Dehli, London, Paris and Hong Kong.

Check-In

Check-in for Air Astana is in Hong Kong International Airport’s Terminal 2. Here I found charming and well-trained staff who quickly and diligently checked me in for my flight to Almaty and directed me to the Plaza Premium Lounge above gate 40, which the airline uses for its premium passengers. The airline’s CEO Peter Foster has made customer service an absolute priority at the relatively young airline, and the effect of intensive training can be seen from the first encounter.

The Lounge

I had time for a coffee in the Plaza Premium Lounge halfway down the length of the airport. This is the largest of the Plaza Premium Group’s three air-side lounges at HKIA and is almost always busy with both premium passengers from partner airlines and also members of associated loyalty schemes like Priority Pass. I left the crowds of the buffet behind and ventured to the northern end of the lounge, where comfortable armchairs are a hidden find.

Boarding

An efficient and friendly boarding process took place at gate 49, onto a 757-200, one of Air Astana’s 30 aircraft (the airline also operates 767-300ERs, Embraer 190s  and A320 family aircraft, with orders for 787s). Although it’s certainly an older aircraft and one of the few flying into Hong Kong, I was very pleasantly surprised with the quality of the Air Astana business class product. The cabin on our daytime flight was 90 per cent full.

The Seat

Decked out in white, with 16 seats in a 2-2 configuration, the recently refreshed business class product for the 757 is ideal for mid-range journeys like the six hour flight to Almaty. The angled-lie flat seat is rather minimalist and does not include a seat-back entertainment system (the crew quickly dished out iPads which can sit in a sling on the seatback in front) but features plenty of storage, AC connectivity, and, ideal for Hong Kong’s hot summers, individual air nozzles. Glasses of Tattinger Champagne and amenity kits by Pal Zileri featuring Payot toiletries, as well as a host of other useful products, were distributed by an immaculately presented crew who made each passenger feel like a VIP, offering a sense of service lost on many of Asia’s bigger carriers.

Dining

Unlike many carriers, the crew sprang into action very quickly after the aircraft reached cruising altitude, serving a selection of wines, spirits or local and international beers with an amuse-bouche of a tiger prawn with mango, and a bite-sized sushi roll. For our mid-morning flight we were offered spice-crusted tuna fillet with celery remoulade, and a seasonal garden salad, followed by the choice of grilled chicken breast with a thyme garlic sauce, chateau potatoes and leeks; stir-fried beef with black bean sauce, fried rice and vegetables; grilled hammour fillet with shallot butter, asparagus and potato cake; or a vegetarian option of parpadelle with a gorgonzola cream sauce and grilled peppers.

Apple pie with vanilla sauce; chocolate mousse cake; and fresh seasonal salad, as well as an international cheese board, rounded out a meal matched with an intense Palaja Colli Perugini Rosso from Italy and a Louis Jadot Chardonnay from the Macon-Villages of France.

The quality of the cuisine complemented an in-cabin service that was never slow nor rushed; cabin crew were clearly well-trained and handled the quick meal service with military precision and grace.

Entertainment

I navigated the iPad during my meal and found a suitably diverse collection of films, television shows and music. After my movie there was time for a nap; the seats slide to almost ground level when in lie-flat bed mode but proved to be much more comfortable than expected from such a simplistic setup.

A snack was served approximately 90 minutes out from Almaty, consisting of cold poached chicken with salsa and warm bread. I matched my meal with a local Kazakhstan Line beer.

Summary

Air Astana isn’t trying to be a globally dominant airline but one known for the emerging destination of its home base and for its world-class hospitality, an approach that has won the carrier a plethora of international accolades. The flight was one of the more enjoyable I’ve had in a long while and I actually relish the idea of the return journey.

Air Astana Business Class, Hong Kong to Almaty return from US$3,225. 

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