Customer Travel & Tourism

Emirates First Class Customer Experience

Mark Angus
Written by Mark Angus

Emirates first class customer experience, with its brand new cabins for its Boeing 777 fleet, can simply be summed up in two words: game-changing.

Just as Amazon is revolutionizing retail service delivery with drones, Emirates is changing the way passengers experience travel with fully enclosed private suites in First Class inspired by Mercedes.

A suite in the heavens

With floor to ceiling sliding doors and sleek design features, Emirates’ new suites offer up to 40 square feet of personal space each. These spacious, fully-enclosed private suites are laid out in a 1-1-1 configuration.

“The Emirates first class customer experience is the heart of our brand and service proposition. The new 777 interiors is part of our ongoing investment to continually raise the bar and exceed our customers’ expectations,” says Sir Tim Clark, president Emirates Airline. “Aside from our new fully enclosed private suites, Business Class features our latest fully-flat leather seats with personal minibars, Economy Class seats have adjustable full leather headrests, and the inflight entertainment system has been upgraded for all cabin classes.”

First class experience on the ground

Emirates’ latest First Class product gives a nod to the design philosophy of the Mercedes-Benz S- Class, bringing together two global brands. The collaboration inspired several design details in the private suite including the soft leather seating, high-tech control panels, and mood lighting.

Extending the Emirates first class customer experience to exclusive on-ground services, Emirates and Mercedes-Benz provide a fleet of the S-Class cars as part of a complimentary chauffeur-drive service. Emirates First Class passengers arriving or departing in the UAE will enjoy a seamless journey from aircraft to home, and vice versa, in a Mercedes-Benz S-Class car.

Smart technology and intelligent design

Created in collaboration with Boeing, Rockwell Collins interior systems, Panasonic, Jacques Pierre Jean Design studio and Seattle-based design firm Teague, each fully enclosed private suite has a floor to ceiling sliding door, and combines smart technologies and intelligent design to deliver function, as well as luxury and comfort.

The soft leather seat reclines into a fully flat bed and can be placed in a “zero-gravity” position inspired by NASA technology, giving a feeling of relaxation and weightlessness. The roomy suites also have ample space for passengers to change in the privacy of their suites even after the bed has been made.

Virtual windows

To ensure all First Class customers have a view, Emirates is introducing the industry’s first virtual windows for suites located in the middle aisle. These virtual windows project the view from outside the aircraft using real time camera technology. In the other suites, binoculars are available for customers who want to explore the sky outside their windows.

Passengers can easily communicate with the cabin crew, or request for room service using the video call function. The suites also come with a service window where customers can be served drinks and canapes undisturbed.

Emirates has retained and updated the most popular features of its private suites such as: the personal mini bar for drinks and snacks within each suite; and wireless controls to adjust seating positions, as well as to navigate Emirates’ award-winning inflight entertainment system, ice.

Online entertainment

Customers can view over 2,500 channels of on-demand entertainment on a 32-inch Full HD LCD TV screen, or project content from their own devices. The viewing experience is now enhanced with brand new Bowers & Wilkins Active Noise Cancelling E1 headphones created exclusively for Emirates.

Each suite is fitted with an inspiration kit which features a luxury Byredo skincare collection found only on Emirates, Hydra Active moisturising pyjamas, and Bulgari amenity kits.

There is ample storage within the suite including a cleverly designed overhead compartment, and a full length cupboard for hanging clothes.

Fine dining

As with any Emirates flight today, First Class customers can enjoy dine on demand service, with a selection of cuisine prepared by gourmet chefs, accompanied by wines, champagnes and spirits.

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