Almost doesn't feel like an airline from the CIS !
Written: Mar 29 '03
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Product Rating:
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Pros: New western aircraft, well trained people, close to Western standards.
Cons: Same airport infrastructures
The Bottom Line: Striving to be a high quality airline offering western standards, and getting there.
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| vodkaboy's Full Review: Air Astana |
AIR ASTANA
Air Astana is a new airline in Kazakhstan, a joint venture between the Kazakhstan government and BAe Systems, which started operating in Spring 2002. It is named after the capital of the country, Astana (formerly Tserina).
Air Astana was set up to be a high quality airline operating to western standards. Their fleet consists of three, brand new Boeing 737 jets and most of the senior management is British or European, formerly with leading western airlines.
The airline mainly operates from Almaty, the largest city and commercial centre which was the capital until a few years ago when it was moved to Astana. They fly between Almaty and Astana of course and also from Almaty to two other domestic routes, Aktau and Aktobe. International routes are from Almaty to Moscow, Dubai and Beijing. From Astana there are also flights to Moscow.
I’ve flown with them four or five times between Almaty and Moscow and Dubai. This review is about my most recent flight, from Almaty to Dubai in Business class, is really quite representative of all my experiences with Air Astana.
CHECK IN AT ALMATY
Almaty’s airport terminal was destroyed by a fire about five years ago. A great-looking new terminal is being built but is not yet completed, so for five years flights have been operating out of a hastily converted, old domestic terminal which has a central room serving as a departure hall and two tiny check in areas, one on each side.
First you have to guess which side your flight is checking in, as there is nothing to tell you. Luckily I guessed right (hint: international is more often from the left than the right). They check your passport and ticket before you go in, which means only passengers can enter which certainly reduces the crowds. You go into a small room where there is a security check and baggage X-ray and they also check your passport and ticket. Through there into a small room for Customs check then into an equally small check in area. Somehow they have managed to squeeze four check in desks into there!
In a temporary facility like this, where bureaucracy forces so many queues and checks which are beyond the control of the airline, Check in is often the only area where an airline can make a difference. They can’t control the size of the terminal, the multiple checks, everyone has to go through the same hassle. But at check in they can cheer you up with a sympathetic and understanding smile, hello, etc.
Unfortunately Air Astana use the airport’s handling agent, so you don’t get that. However they do have their own supervisor keeping an eye on things which means that if you ask for an aisle seat, window seat etc they do try. They haven’t got uniforms yet so she is usually in jeans and a jumper, but she is cheerful, friendly and makes an effort to help.
After check in you go through passport control, who stamp both your passport and your boarding card, and then into the small departures lounge. One side is separated with a glass and plastic divider; that is the departures gate. They call the flight about half an hour before departure, herd everyone into the gate via a hand baggage security check where they stamp your boarding card again. Ten minutes or so later you go out onto a bus; at the door, one of the border guards checks your boarding card to make sure you have both stamps.
The bus is new but the tarmac is not, so you bump and sway your way out to the plane. However they pack the bus to overflowing so you couldn’t fall over if you tried. At the aircraft steps there is, guess what, another person who checks that your boarding card has both stamps before he hands it to the gate agent who sends you up the steps. Boarding is quite quick but there is no priority boarding for Business Class passengers, pregnant mums, families with kids, there is just a crowd packed around the bottom of the steps.
Once you’re on, though, you can relax!
AIRCRAFT
The Air Astana aircraft are all brand new Boeing 737s; the colour scheme is mainly white, and they are kept clean. The interior is light, bright, also clean and appears in good condition. Overall you immediately get the impression that this airline looks after the outside and the inside of the aircraft, which makes it very likely that they look after the important parts of the aircraft as well, such as the engines! Which is more than can be said for many of the tatty, dirty aircraft flown by other airlines in the CIS !
DEPARTURE
The cabin crew welcomed everyone on board and directed us to our seats. There are either side of the aisle so a fairly typical configuration for Business Class. The seat is reasonably comfortable; there is a wide armrest between the two with a plastic square space for drinks as well as another small tray that slides out, for if it gets crowded. Before departure there was a choice of orange juice, water or local champagne.
Again unlike many airlines here they actually do a safety demonstration of oxygen masks and life vests. They also make sure that bags are stowed properly – none in front of the emergency exits! – and checked everyone had their seat back upright and seatbelts fastened. Another real indication that they take safety seriously.
They haven’t started doing hot towels yet but, as the plane taxied out, bang on time, they offered sachets of those little moist, paper towels that you normally find with your cutlery! On night flights they dim the lights before takeoff.
The announcements are all made in Kazakh, Russian and English, which means they do go on rather! They keep the content quite short thankfully. Some of the people can have quite strong accents which occasionally makes it a little hard to follow.
SERVICE
It was a bit slow to start as they kept the lights off, and the seat belts on, well into the flight, almost until the plane reached cruising altitude. However the flight is over five hours so there was no rush.
The service took the standard format: round of drinks with a bag of peanuts, then another round of drinks and the meal, second round of bread, tea or coffee, clear away.
The meal was quite good. Salad, cold start, choice of two – or was it three, I forget – main courses. Certainly chicken or fish and there may have been a beef there as well. It came with potato and vegetables. Lastly a dessert, which looked like cheesecake but I didn’t have it. Overall the food was quite pleasant, just right for the time of day (8.30 pm) and I didn’t go hungry.
After the meal they dimmed the cabin lights and the flight passed smoothly.
There are only two negatives and both of them are really quite small. First, meal is all over and done by about an hour and a half into the flight, maybe two, which leaves three hours to go and nothing happens in that time. There is no movie or music, which is not such a big thing on evening flights as people want to sleep. More food is not needed. It might be nice, though, if they came round with a try of drinks, like they do at the beginning, or offer some fruit or something. The crew do pass along the cabin, so you can ask for anything you want, but it would be nice to be offered.
The second thing is that the airline only started less than a year ago and grew steadily during the autumn so many of the crew are new. They have been trained well in the essentials and also in many of the small details that make a difference – and unlike some other airlines they do care and do try. However some of them just seem nervous, unsure of themselves. On a previous flight there was one stewardess who looked nervous and every time I spoke to her in English there was a look of panic flew across her face.
Overall though the service is fine. More efficient, competent and refined than many other CIS airlines and in general they do try.
ARRIVAL
As soon as the plane started to descend they turned the lights back up and seatbelt signs went on. They did another walk around to make sure luggage was stowed again, seat belts on etc. Finally lights were dimmed again before the landing which was quite smooth.
At Dubai they use the main terminal – many of the CIS carriers use the smaller, remote terminal near cargo which is less comfortable and people are bussed from the plane. Additionally most times you have to wait ten minutes for the hotel pickup then call the hotel and get them to call the driver and remind him that you are arriving into the other terminal!
As well as the better Duty Free, comfort, lounges, in fact better everything, using the main terminal also makes it easier to connect to and from other airlines. Air Astana have set up arrangements with some airlines at Dubai so you can actually through check your luggage as well.
SUMMARY
Air Astana are billed as a quality, western-run airline offering western standards and the people seem proud to work for them. I have heard some complaints from others; maybe they had higher expectations or are comparing Air Astana with European airlines instead of other airlines in the CIS. Sure they are a new airline trying to offer a full service and there are some things they can’t do yet, or haven’t sorted out properly, but overall it works well.
It’s maybe not fair to talk about Almaty airport as that is nothing to do with the airline. But it can be very uncomfortable departing from Almaty; when there are three flights departing within an hour of each other it is chaos. In fact if there is one flight departing it can be chaos. However when you are flying with Air Astana at least you know that once you are on board you can relax!
Fares:
Almaty to Dubai: Lowest economy US$321 return
Regular economy US$283 one way
Business class US$390 one way
Recommended:
Yes
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vodkaboy
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