New York to London, Without Anti-Terror Delays

Aug. 20, 2006 — -- The two new, all-business class airlines flying across the Atlantic to London offer different kinds of service, but have one thing in common: Since Britain's terror alert created chaos at London Heathrow and Gatwick Airports, business has been booming.

Eos and MAXjet have been flying since late last year from New York's John F. Kennedy Airport to Stansted, about 40 miles outside of central London. In April, MAXjet began service from Washington's Dulles Airport.

Watch Bob Jamieson's report tonight on "World News."

Since this month's chaos at Heathrow, marked by long delays, a massive number of cancelled flights, stranded passengers and lost luggage as security screening virtually collapsed, both Eos and MAXjet report that bookings are up by more than 30 percent.

They operate the only long-haul flights from Stansted, known mostly for being the home base of discount European carriers. Thus, lines are almost nonexistent for the MAXjet and Eos flights, even though their passengers have the same new security restrictions as those at every other airport.

Both airlines report only minor delays during the last 10 days. Eos says delays at both JFK and Stansted have averaged less than 14 minutes. Both it and MAXjet say they did not cancel a single flight or lose a single bag.

Business for the two airlines has grown steadily over the past three months as travelers in the United States have found this a summer of discontent -- long security delays, flight delays, packed airplanes and ticket prices 10 percent higher than a year ago, the biggest increase in a decade. All of this is set against a backdrop of what frequent travelers say is a steady deterioration of service.

"That is part of the story for the success that Eos has enjoyed," says David Spurlock, the airline's founder and now it's chief strategic officer.

Both he and Gary Rogliano, CEO of MAXjet say the steady growth is the result of good service at a low price.

MAXjet operates wide-body Boeing 767s, which usually carry more than 220 passengers, with just 102 seats. Each seat has a 60-inch "pitch," or space for legroom, twice that in United and British Airways economy class. The seats recline about 160 degrees.

Eos flies the narrower Boeing 757. Instead of the usual 200 to 220 seats, there are just 48 lie-flat beds, similar to the "pods" found in British Airways' first class and Virgin Atlantic's upper class. Rather than discussing leg room, Eos likes to emphasize that each passenger has a "21-square-foot suite" with 40 percent more space than normal international business class.

To test the two airlines, ABC News recently flew one each way between New York and London.

A comparison between the two is difficult. Not only are the number of passengers and the style of seats different, so too is the price. MAXjet round trip fares start at $1,500 from New York and $1,750 from Washington. Eos' round trip fare starts at $2,950. Transatlantic business class fares on major airlines range from more than $7,000 to $9,000, though most airlines have contracts that give discounts to corporate customers.

How can Eos and MAXjet turn at profit at those prices? Claims Eos' Spurlock, "We built a lower-cost, more-efficient airline, and therefore can afford higher levels of product quality, higher levels of service quality, all at an affordable price."

From JFK, I took the overnight Eos flight to Stansted. Time from check in through security to the business class lounge was less than 10 minutes. The flight boarded quickly, with each passenger greeted by a smiling and helpful -- yes, smiling and helpful -- flight attendant. There was no scramble for overhead storage space and Bellini cocktails were quickly served all around.

Many of the flight attendants once worked for the old, legacy carriers. But Eos has also hired some from the service industry and then given them airline training.

After takeoff, many passengers quickly asked the cabin crew for "turndown service" to make the seats into beds, and within minutes many were asleep.

For those who chose, there was a four-course dinner, served on plates. The Eos "suite" includes a "buddy seat" that allows passengers to dine at the same wide tray with one another.

There is no in-seat entertainment system. Both Eos and MAXjet pass out individual digital audio/video players with a variety of movies, television programs and music. That, both carriers say, keeps maintenance costs low, because in-seat systems and their wiring frequently break down. Eos also passes out Bose noise canceling headsets.

Marvin Kellerman, a New York businessman, sipped a glass of wine and compared Eos to the usual domestic experience.

"There's a lot less stress," he said. "They really pay attention to the small things."

Across the aisle, businessman John Cassidy was tucking in to a dinner of spring chicken, and also describing the difference between that night's flight and his usual trips.

"Night and day," he said. "It's comfortable."

Less than seven hours after takeoff, the flight touched down at Stansted. Despite its distance from London, both airlines tout Stansted as the "non-Heathrow," with no long waits in passport lines or congestion at the baggage claim.

In fact, it took me just seven minutes from the time the plane door opened to reach the airport exit.

Stansted offers a fast, frequent, comfortable express train that reaches London's financial center in just 45 minutes. One caveat: A taxi can cost 145 British pounds, which is about $260 at today's exchange rate.

Returning the next day on MAXjet, I took a car from Browns Hotel in the West End to Stansted. It took just 55 minutes.

Check in took just a few moments. Security checkpoints leading to the low cost carriers were burdened by long lines. But MAXjet's passengers use the "fast track" and there was no line at all.

The airline also operates its own, bright business class lounge next to the gate. That was fortunate on this day, because the flight was an hour late departing.

Once on board, I was struck by how immaculately clean the plane was -- and again, how pleasantly all of the cabin staff treated the passengers. Before takeoff, they were busy delivering champagne and canapés to each passenger, collecting coats and helping store carry-on baggage in the overhead lockers.

Shortly after takeoff, four -- count 'em four -- teams of flight attendants with trolleys began serving lunch. The flight's purser, a refugee from US Airways, where she worked the run from New York to Manchester, N.H., was continually moving through the cabin to make sure a passenger wanted nothing.

Seated side by side, New Jersey businessmen John Reilly and Matt Devey were lunching on medium-rare filets, with twice-baked potato and asparagus bundle.

"Lots of good service," said Devey.

"It's just relaxing," said Reilly. "Really, no lines at the airport, at all."

The seats, even though they don't lie flat, are comfortable, underscored by the high percentage who napped on the way to New York.

CEO Rogliano, noting that MAXjet is acquiring more aircraft and planning to expand, is bullish on the future despite the burden of high fuel costs.

"We have managed to build up our loads as quickly, if not quicker, than any airline that has developed a new international route," he says.

Spurlock of EOS says his fledgling airline is also getting more aircraft amid expansion plans.

Some aviation experts say there's no doubt why more and more people are flying the two carriers.

"I think it's had to do with the public's desire for comfort and value," says Conde Nast Traveler news editor Kevin Doyle. "I think it's that simple."

Already, two new airlines have been announced that will offer similar service across the Atlantic beginning next year.

Adds Doyle, "There are a number of companies out there and there are plently of investors who think this is a promising development."

The only drawbacks are that neither carrier has a network to feed its international service or into which to feed its flights, something that could limit profits. And some industry analysts believe the two will remain niche carriers.

Still, after lagging years behind its European and Asian competitors, U.S. airlines are beginning to overhaul their business class cabins.