Charmed by BermudAir service though Aisle Class remains elusive

BermudAir has received outsized attention for a startup, particularly for its plan to offer an original all-business class cabin featuring bespoke ‘Aisle Class’ mini-suites.

This hard product, designed by Factorydesign, garnered a coveted Crystal Cabin Award for its efficient and sustainable suite configuration.

The concept upcycles an existing economy class seat double into a shelled business class suite by removing the inbound seat and replacing it with furniture — though the suite doesn’t recline at all, much less convert into a bed.

Given that BermudAir operates flights no longer than three hours with previous generation Embraer E175 and E190 twinjets, the seat’s lack of lie-flat functionality hardly matters, but the lack of any recline at all earns it a #PaxEx demerit in your author’s opinion.

After numerous delays since the carrier’s 1 September 2023 launch, and despite prior optimism that deliveries would commence by year-end 2024, the much-ballyhooed seats have, unfortunately, not yet been installed, despite some of them being constructed.

“The jury’s still out on that. We’re still working hard with the supplier. We’ve had many supply chain issues and feel badly let down,” confided BermudAir co-founder and COO George Harrison of the seatmaker tasked with building the seat.

“We’re still working through those challenges. It’s too early still to say that it’s guaranteed, but I definitely think there’s a future for it,” he added in an interview at the company’s headquarters in Hamilton, Bermuda.

I tried a mockup of the suite in the corporate offices and found the concept quite appealing. It’s spacious with plenty of storage, privacy, and comfort – like a “Mini-Me” version of the ubiquitous Thompson Vantage seat, without a lie-flat option, obviously.

The original LOPA (layout of passenger accommodations) also promised the removal of overhead bins à la JSX, which would only enhance the spaciousness. The suites have been touted as offering personal carry-on baggage storage.

Aisle Class is not yet ready for primetime, so let’s shift to the here and now. A recent assignment took me from my South Florida home to Bermuda, affording me the opportunity to try Bermuda’s first home airline. With winter temperatures in the mid-60s and breathtaking scenery, it didn’t take much arm-twisting.

The wealthy island is served by US and Canadian airlines, as well as British Airways. BermudAir has positioned itself as a premium airline that is befitting a premium destination. Would the airline deliver on its premium promise? I was keen to find out — full disclosure, as a guest of the airline.

I used the BermudAir app for check-in after receiving a notification twenty-four hours in advance. This was a snap after entering pertinent information and seat selection.

BermudAir relies on third-party ground handler Menzies Aviation in Bermuda and other North American airports like Fort Lauderdale. The incompetence and rudeness of the South Florida station was a rough start to the experience.

Fortunately, the Bermuda arrival and departure side was delightfully opposite.

I especially appreciate the seamless US Pre-Clearance and Global Entry in Bermuda, with no wait. That this young airline participates in TSA PreCheck deserves accolades.

Clearing customs was a luxury and a very useful time saver.

My business class ticket on my outbound from Ft. Lauderdale entitled me to complimentary access at the Escape Lounge in Terminal 3. This AMEX Centurion Studio partner lounge was quite crowded, but there was no line to get in.

Libations rose to Centurion level, but the subpar food was only American Airlines Admiral’s Club level, #IYKYK. Still, with the busy gate hold area shared with a JetBlue flight to New York, the lounge was a welcome refuge.

Inbound from BermudaAir’s sparkling new L.F. Wade International Airport base, I was admitted to the Bermudan-owned and operated Primeclass lounge.

This beautiful space evokes the new Delta Sky Clubs with local art, high-end spirits, and high tea sandwiches and cookies.

The delightful, uncrowded haven was located right across from the gate. On a flight chock full of perks, this topped them all.

Boarding on the Fort Lauderdale side was chaotic, with Menzies ground staff attempting to board premium customers before those needing additional time. A senior agent promptly put a stop to that. BermudAir may eventually endeavor to bring ground handling in-house.

The positive L.F. Wade experience was night and day better.

I am a frequent flyer, but flying trans-oceanic on an Embraer E175 was a new experience for me. A decade ago, I fortunately enjoyed British Airways’ all-business A318 ‘Baby Bus’ service between New York JFK and London City. The long-discontinued service, which inspired BermudAir and the never-launched Odyssey Airlines, remains one of my favorite flights. I suppose I was setting an expectation that this would be a scaled-down version of that.

My first impression upon boarding was that I was in for something special. The regal Bermuda flag, next to the L1 door, screamed, “The Royal Treatment” awaits.

The gracious and dignified cabin crew greeted me warmly with their charming and distinctive Bermudan accent. Their bright uniforms and personal grooming immediately stood out.

Once onboard, the atmosphere exuded calm and a local flavor. The Cobalt Spectrum LED lighting was an unusual sight to behold on an RJ, bathing the nighttime cabin in a deep shade of pink.

There’s a clever local easter egg behind the mood lighting, which mimics the colors of the bus stop poles on the islands: pink traveling toward the largest city, Hamilton (flying towards Bermuda), and blue heading away from the capital (flying away from territory).

The island of Bermuda is a clean freak’s dream where no speck of trash is found on the streets. The cabin’s impeccable cleanliness mirrored its home base. The freshness belied the fact I was on a 10-year-old, ex-Flybe E175. I checked four seatback pouches for errant crumbs and found none.

A clean and well-stocked lavatory throughout the flight tells you everything you need to know about an airline’s hygiene. As you may have guessed, the lavs were as spotless upon landing as on departure.

Often, RJ windows are just plain dirty and scuffed up. BermudAir’s windows are crystal clear. The company co-founder and CEO, Adam Scott, is obsessed with clean windows because, after all, their views are the gateway window to the archipelago paradise.

BermudAir’s E175 LOPA has 52 seats in economy and 14 in business in a 2-2 configuration in all classes. Seat pitch is a decidedly non-LCC 32″ in the rear and 34″ up front.

The business class seats are blocked à la EuroBusiness, though people can elect to sit together. However, the airline’s new E190s will have a 1-2 cross-section in business. I love the single E-Jet premium first-class throne seat, but I didn’t miss it here.

A curtain separating the business cabin contributes to an air of exclusivity, almost like a private jet. This is a good thing since some BermudAir passengers use the airline in lieu of their executive aircraft.

I found the coral blue, leather-covered immaculate seats comfortable enough, and the large tray table welcome. The lack of a device holder suggested that these are older-generation seats. As regional jets are typically run hard, seeing an immaculate example of this usually pedestrian plane was pretty cool.

Due to weight and payload restrictions for extra fuel to account for overwater flights and potential distant diversions, BermudAir can only sell up to 66 seats inbound to Bermuda and 71 seats outbound to North America. Bermudan passengers often carry empty suitcases to North America, which return fully after shopping expeditions. Baggage weight is real, and the carrier is generous with its carry-on and checked allowance — up to 70 pounds in business!

The presence of life rafts in overhead bins is a reminder that BermudAir operates entirely over the North Atlantic.

BermudAir’s two new arriving upgauged E190s will solve these performance issues, particularly on the longer routes such as Toronto. Embraer E2s and Airbus A220s are being considered for future long-haul expansion to the Midwest USA, the Caribbean, and Europe.

Pillows and blankets gave way to a BermudAir creation dubbed the “Billow”: a pillow, blanket, and chic tote bag (pocket-pack-type) concoction that reflects the airline’s colorful livery that’s very much a fashion accessory on those stateside shopping trips — and good marketing to boot. Credit for the invention of this particular souvenir goes to CEO Adam Scott’s wife.

The IFE and connectivity were fantastic if you would rather read a book or play cards. The FlyFi-branded stream-to-device service offers a robust catalog of TV shows and movies, a moving map, and free messaging.

However, I found the system to be aggravating at every step. Despite many attempts, it didn’t work at all on my first flight.

On my return flight, FlyFi decided to play nice, but not that nice. A pre-roll ad (with no video) relentlessly appeared every time I clicked on the portal. The solution was to exit out of a black screen constantly. Though the service supports text messaging functionality, my text messages seem to have gotten hung up in the cue. I felt like I was being Punk’d. BermudAir is considering replacing FlyFi with a Starlink solution.

There are no power ports anywhere. At the very least, the carrier is working on an in-seat power solution for the premium cabin.

BermudAir’s catering stands out in both classes, where passengers enjoy complimentary alcoholic drinks like the national drink, Goslings Rum’s Dark ‘n Stormy, poured in glassware — no plastic anywhere!

The airline’s sustainability-minded CEO, Adam Scott, is proud that there’s very little trash coming off BermudAir’s planes.

All catering is done in-house and sourced from local artisan bakeries and suppliers. Menus are provided in both classes, which is another upmarket detail.

Economy passengers enjoy a duet of locally produced chocolate cookies, amongst other snacks.

Up front, the F&B offerings are augmented with a more extensive and top-shelf list of libations and meals served in real china with high-quality cutlery.

The delectable cold sandwiches, scones, cakes, delightful little butters, and jam jars bear a semblance of High Tea. No snack baskets here.

How BermudAir finds room for the vast provisions and service items in the E-Jet’s teeny, tiny galleys, with all catering carried from Bermuda’s home base, is some sort of miracle. It is eyeing the possibility of having the future E190s fitted with ovens for hot meals.

On the island, it appears as if everyone knows each other. The flight’s atmosphere mirrored that, with the crew interacting with everyone on a first-name basis. There was no hiding behind the curtain.

The two flight attendants seemed to enjoy the flight as much as the passengers. At one point, they offered birthday greetings on the PA and welcomed members of the airline’s Founder’s Club – who I came to find out are original investors.

My only cabin crew quibble was the uneven service delivery. One flight was nearly perfect, while the other had trays that took forever to clear, a slow drinks service, and having to request a refill rather than be asked.

Writing this sounds so entitled, like a #FirstWorldProblem.

My verdict? The word “premium” has become cliché, carelessly bandied about, and the words “elevate” and “exclusive” are its haggard offspring. But in BermudAir’s case, these adjectives ring true.

The product isn’t perfect yet, but I found myself charmed by its attention to detail, eagerly anticipating how the carrier plans to take it to the next level.

BermudAir provided round-trip airfare and a hotel for one night for review purposes. As always, the opinions are that of the author.

Related Articles:

• BermudAir CEO sees Aisle Class seat deliveries by year-end
• Start-up BermudAir turns to Factorydesign for new aisle-class suites
• Press Release: BermudAir picks Cobalt Spectrum mood lighting for E175s

All images credited to the author, Chris Sloan

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