Airline Soft & Hard Product Overview

It took me awhile to grasp the concept that airlines actually offer two distinct but bundled products.  Meaning they're different but you can't really get one without the other.  Understanding the differences amongst airlines is especially important when evaluating premium cabin options.  In advance of my post on flying Sinagpore Airlines First Class, I thought it would be helpful to detail the differences.

The first is the hard product.  The actual plane.  The seat that you sit in when you fly and the associated in-flight entertainment system.  The configuration of seating.  The lavatories.  The physical lounge you relax in prior to boarding.  The onboard amenities (i.e. Emirates Shower).

The soft product is the service, the wine, the food, the pajamas, the amenity kit, the food in the lounge, etc...Just because an airline has a great hard product, doesn't mean the soft product will match up (and vice versa).

Singapore Airlines Private Room Breakfast

Singapore Airlines is often regarded as one of the world's best airlines.  In coach, business and first class.  Both the hard and soft product are outstanding.  Before departure, the lounge (The Private Room) os exceptional.  In first class, the seat is wide and roomy.  The wines are top notch.  The service is polished and polite.  The food is unreal.  The pajamas and blankets are Givenchy.

You'll have to wait a few more days for the actual review.  To get ready, you can read previous posts in the series here, here, and here.