Kuwait Airways

BKK-KWI-LHR. Check-in and boarding at Bangkok efficient and courteous. Cabin crew polite and the meal especially enjoyable. The economy section of the cabin was clean and tidy. I don't think the in-flight entertainment was working but I wasn't really too bothered. 7am airside at Kuwait Airport there are a few duty-free shops to wander around and food and beverages courtesy of McDonalds Pizza Hut and Costa Coffee. The on-site bank changes money and there are public telephones operated by phone cards than can be purchased in the adjacent shop. There is no internet cafe at the airport so if you need to check e-mail etc you will need to bring your own machine and use WiFi. Transit passengers get a voucher to use in the canteen on the mezzanine level. But with 5 hours to kill I went to the visa desk instead and bought a Kuwait visa (3 KD). This allows you to go through immigration into the attached shopping mall. However aside from a slightly better choice of food and shopping there is not a massive amount to be gained from venturing in there. KWI-LHR left on time B777 was more comfortable than the A340 from Bangkok. The crew were attentive and quite entertaining food and snacks better than average. The in-flight entertainment was functional this time although clearly in need of upgrading. Kuwait Airways offers a good value service that is efficient and on-time. Non-smokers may not appreciate the ambient fug of cigarette smoke inside Kuwait Airport and the facilities there are a little sparse although the people generally quite friendly and helpful.

Appalling customer service throughout the chaos surrounding the closure of airports due to the volcano ash. Very poor communication on their website and through their offices. Staff do not even pick up their phones in the London or Dhaka office. We visited the office in Dhaka and was met with such arrogance and lack of helpfulness. The Dhaka office apparently cannot even confirm passengers get a flight back on as this instruction comes from Kuwait office. Kuwait office won't speak to staff except branch managers and there is no branch manager in Dhaka because he is absent. Flights to Geneva is being offered with they are not offering to pay for connecting flights from Geneva to London.