Saudi Arabian Airlines

RUH–JED. RUH domestic terminal checked in using the self-service kiosks. Security done in less than a minute and then airside in this somewhat tired looking terminal. Saudi Arabian has a small Business Class Lounge which was crowded but offered a selection of hot food sandwiches etc. The boarding process was a bit chaotic but that has been a feature of this part of the world for many years and you just have to go with the flow. B777-200 had the new leather Business Class seats angled lie-flat and there is an AVOD IFE system with a large screen. This was not operative during this short domestic sector. Business Class cabin crew comprised one male and three females – a mix of Asian and Arab personnel who were attentive and cheerful. Arabic coffee and dates and inflight a full hot meal was served comprising hot rolls salad choice of pasta or roast chicken and dessert. All in all a very pleasant experience.

This airline does not measure up to other 3 star airlines in terms of service. I just flew 3 legs (2 economy and 1 business). The staff attitude is basically indifference to passengers. Two of my legs were delayed 1 hour plus yet they did not announce the delay until after the departure time. For one there was nobody at the gate to answer any questions (DMM to DXB). Business class service on board decent food was average. Things like making sure people's cell phones are turned off that people stay in their seats at takeoff and landing are virtually ignored by the cabin crew from what I could tell.

Jeddah-London. Airport staff at Jeddah airport were horrible. No assistance was given to my disabled nephew. Aircraft clean and service more than I expected. Meals and service brilliant. AVOD great. Overall worst airport experience but good onboard experience.

RUH-LHR Business class. Check in very slow - we were told to stand to one side although it was our turn to check in as a party of VIPS arrived with 40 cases. Lounge fine with good array of food and drinks. Internet stations and staff friendly. Full business class cabin with lie flat seats. AVOD good with plentiful selection of recent movies and programmes/games. Crew were efficient but very robotic - no smiles. Food average although plenty if it. All juices available and capuccino/espresso if wanted. Overall a good experience.

LHR-JED RUH-LHR B777s seating 3x4x3. Check in is terrible no online seat reservations no drop off bag facility so you waste time with only 4 desks open and long queues. Flight was ok - watch out for children running up and down food was quite good planes were clean if a bit old. Service good.

FRA-JED was a nightmare. An A-320 with no first class. Service in Business class was bad. Food was okay.

RUH-DOH Business. Check in fine at RUH no queues straight through security to the lounge. Juices drinks etc and some light food leather couches and quite relaxed. 2x1 seating in this Emb 190 with large old style biz class seats very comfy for one hour flight. Three course meal served - only two of us in Business. Crew friendly bags off promptly in DOH. Had tried to change flight and ran every number possible until I finaly got through the following day after the flight had left - was told next flight full in C but could do Y and told to ask at airport to go stand by for C. Lounge is shared by most carriers in Doha and was good with hot and cold foods espresso etc. Got to gate no C class seat was given. Economy service basic but consistent and food not bad for Economy. Overall inconsistent - some good some bad. The ticketing people in their sales office are probably the most uninterested people i have ever met in any customer services dept.

RUH-JED Y class. The aircraft was refurbished B777. Seat pitch has been reduced in economy with 3-4-3 configuration but new leather seats are not that bad. Touch screens with AVOD. Hot snack served and gets full credit (as opposed to the cold one BAH-RUH with GF). Cabin crew were fine. Ground crew need to go back to training and learn basic customer service etiquette.

RUH-KUL-RUH appalling service I don't know how they get away with it. Flight delayed three hours leaving RUH absolutely no explanation or attempt to apologize. When we get on board they decide that it is free seating we sit anywhere (although we would have been more than happy with our original seating) then get told to move when I complain a supervisor comes on shouts at my family and I and than threatens to have us offloaded by the police. All in all it takes an extra hour to move everyone around and find enough seats (although even then some passengers appear to be seated in the galley the whole journey). Flight attendants have no concern whatsoever for safety never checking seat belts or providing extensions for children. Plane (747-400) in a mess with bits falling off inside the cabin. Return journey we have 1 business class seat and 4 economy - better (ie. on time at least and good service in business) but very rude attendants in economy demand my wife to prove we have booked the seats before serving a meal - only start backtracking when we realize that we also have a business class ticket. Although I am based in Riyadh I will try very hard never to fly Saudia again on international flights.

Heathrow - Jeddah - Riyadh - Heathrow. Check-in at LHR for lunchtime departure was instant - no queue. Boeing 777 2x5x2 seating. Comfortable seats decent legroom economy about half- full. Newspapers offered (mainly Arabic) followed by soft drinks. Typical airline food. Seatback screen but not AVOD - system had to be re-set twice by cabin crew early on but otherwise no problems. Flight smooth with the exception of a couple of Arab children running repeatedly up the aisles - fairly normal on MidEast airlines where parents rarely discipline their offspring. Major stroke of luck on arrival at Jeddah as I was attending a conference for which Saudia was handling many of the arrangements so whisked through VIP lounge passport stamped and into a taxi within 20 minutes of getting off aircraft. Jeddah-Riyadh again a 777 an 80-minute hop. Aircraft packed which made the serving of a full breakfast particularly impressive : full marks to the cabin crew. Not a lot of smiles from them but understandable when concentrating on serving 300 people in such a short time. Riyadh-LHR another 777 but this time 10-abreast (3-4-3) and seats noticeably thinner and less comfortable. Felt as though there was around an inch less legroom too which made an appreciable difference. Cabin crew helpful: one FA volunteered that my seatback screen was not working and offered to re-seat me. Only problem was again children running around and one little girl was actually standing on her seat as take-off started. Toilets acceptable. In all a series of flights I would rate as better than average and around 30% cheaper than British Airways.