- Introduction: Around The World For Allegris
- Review: Delta Sky Club Miami Airport (MIA)
- Review: Delta First Class Boeing 737 (MIA-MSP)
- Review: Delta First Class Airbus A319 (MSP-YVR)
- Review: Lufthansa Allegris Business Class Airbus A350 (YVR-MUC)
- Review: EgyptAir Business Class Airbus A320neo (MUC-CAI)
- Review: Le Meridien Cairo Airport, Egypt
- Review: Kuwait Airways First Class Airbus A330 (CAI-KWI)
- Review: Waldorf Astoria Kuwait City
- Review: Kuwait Airways Elite Lounge Kuwait Airport (KWI)
- Review: Kuwait Airways First Class Boeing 777 (KWI-BKK)
- Review: Coral Finest Business Class Lounge Bangkok Airport (BKK)
- Review: Turkish Airlines Lounge Bangkok Airport (BKK)
- Review: Thai Airways Business Lounge Bangkok Airport (BKK)
- Review: Thai Airways First Lounge Bangkok Airport (BKK)
- Review: Thai Airways First Class Boeing 777 (BKK-NRT)
- Review: United Polaris Business Class Boeing 777 (NRT-SFO)
For the final segment of my Allegris round the world journey, I flew United Airlines’ Boeing 777-300ER Polaris business class on the 8hr15min overnight flight from Tokyo (NRT) to San Francisco (SFO). While people love to poke fun at US airlines, the truth is that in many ways, they offer a solid experience.
In the case of United’s Polaris business class, you can consistently expect a comfortable seat, excellent bedding, and extensive entertainment. On this flight, I also lucked out with a stellar flight attendant, who provided genuine, friendly, and informal service, exactly what I like on US airlines.
Unfortunately the food was a real weak point of the United Polaris business class experience. I don’t have high expectations of food on US airlines, but even with those low standards, this disappointed me. Gosh, how far United’s business class catering has fallen since the Polaris concept was introduced…
In this post:
How I booked my United business class ticket
I booked this last portion of my trip using Air Canada Aeroplan points. Specifically, I ticketed the following award in business class for 75,000 Air Canada Aeroplan points plus $94.09 in taxes and fees:
5/05 UA838 Tokyo Narita to San Francisco departing 5:05PM arriving 10:25AM
Aeroplan points are easy to come by, as the program is transfer partners with Amex Membership Rewards, Bilt Rewards, Capital One, and Chase Ultimate Rewards. On top of that, Aeroplan often sells points at a discount, and also has the Aeroplan® Credit Card (review), which is pretty lucrative.
United Polaris business class boarding
I had a fairly short connection at Tokyo Narita Airport, as I had just gotten off a Thai Airways 777 first class flight from Bangkok. As a result, I didn’t have time to use the lounge. However, for those who do have time, you have lounge choices. In line with Star Alliance lounge access policies, United business class passengers can use either the United Club or All Nippon Airways Business Lounge.
My flight was departing from gate 31, where I found a seven-year-old Boeing 777-300ER with the registration code N2136U, in United’s old livery.
Boarding was initially scheduled for 4:15PM, 50 minutes ahead of schedule. However, it ended up being delayed by around 35 minutes, due to a late inbound aircraft. Personally I find United’s boarding process to be a bit of a circus, with the number of groups that can pre-board before business class. But I also know the people who get to be part of said circus enjoy it, so to each their own. 😉
United 777 Polaris business class cabin & seats
At the forward door I was handed a sanitizing wipe by one of the flight attendants, and turned right down the first aisle. United’s Boeing 777-300ERs have a massive business class footprint, with 60 seats, spread across two cabins.
The forward cabin (between the first and second set of doors) has 28 business class seats, while the rear cabin (behind the second set of doors) has 32 business class seats.
United’s Polaris business class product is a customized version of the Safran Optima seat, which is a staggered configuration, with alternating rows having different layouts to maximize space (the footwell for a particular seat is underneath the seat in front and to the side).
In the center section, seats in every other row are in a “honeymoon” layout, ideal for those traveling together. These seats are closer to one another and have more distance from the aisle, so it’s a good way to enjoy the flight together. However, if you’re traveling alone, don’t worry, as there’s a partition that can be raised between seats.
The seats in the center section in the other rows would be my less preferred seats, since they’re closer to the aisle, and you don’t even get the benefit of being near a window.
Along the windows, seats also alternate between being closer to the aisle and closer to the windows.
The seats that are closer to the aisle are generally viewed as being less desirable, since it’s harder to look out the window, they have less privacy, and it’s also easier to be bumped by someone in the aisle. They’re still perfectly good seats, but just not the best.
The seats closest to the windows are viewed as being most desirable, given that they offer the most privacy, you won’t get bumped by anyone in the aisle, and they make it easiest to look out the window.
I assigned myself seat 17A, the “true” window seat on the left side in the second to last row of business class, right near the front of the wing.
As far as seat features go, each seat has a fairly modest 16″ entertainment screen, but then again, you’re not exactly seated far away from the screen.
Underneath the entertainment screen is a small storage compartment, a USB-A outlet, and the tray table. The tray table can be extended by first applying some pressure to release it, and then it needs to flipped over. Be aware that once the tray table is extended you probably can’t get out, so I’d recommend using the lavatory before the meal service.
Then on a panel along the side of the seat are all the seat controls, which are easy to use. There are buttons, as well as a knob that you can hold to further customize the recline setting.
Next to the seat is a counter where you can place things during the flight, as well as an enclosed storage compartment, plus a mirror. There’s also the entertainment controller, an AC power outlet, a USB-A outlet, and a headphone jack.
Then underneath that counter is an armrest that can be lowered during the flight (to make the bed wider), plus a literature pocket.
The overhead console on the 777 has both reading lights and individual air nozzles. I appreciate how US airlines consistently have air nozzles, unlike so many other airlines.
All-in-all, I’m a fan of United’s Polaris business class seat layout. Is it the world’s most cutting edge business class seat? No, absolutely not. But it’s comfortable, and what United does an exceptional job with is consistency, as you’ll find the same seat on all long haul international 777s, 787s, and 767s. That’s a huge advantage over airlines like Delta, where there’s such product inconsistency.
I should also mention that while United’s Polaris business class seat doesn’t offer much privacy on the surface (in the sense that there are no doors or major privacy shields), United does a good job staggering the seats, so you don’t really have anyone in your line of sight. For example, below is what the view was like from my seat.
United Polaris business class amenities
The area where United really shines in business class is with its Polaris bedding, in partnership with Saks Fifth Avenue. It’s not just that United is above average, but I’d argue United is the best airline in the world in this regard.
The airline offers an impressive amount of bedding, including a duvet, a day blanket, a thick pillow, and a cooling gel pillow. It amazes me how other airlines don’t try to compete with United when it comes to the comfort of bedding, since it seems like a fairly inexpensive investment to make in the scheme of things, and it greatly enhances the comfort of the seat.
United also offers some plush slippers in business class, which I appreciate, as they’re useful for going to and from the lavatory, without having to put your shoes on.
Okay, while I’m a fan of United’s bedding and slippers, what’s going on with the Therabody fanny pack amenity kit? I mean, I might expect this on Condor, if you’re targeting German leisure travelers, but on United? Strange…
At least United’s amenity kits are well stocked, and this one featured socks, eyeshades, a dental kit, earplugs, a pen, and tissues. There were also several products from Therabody, including lip balm, face cream, facial mist, hand cream, and a cleansing towelette.
Next up, a pair of noise canceling headsets were at each seat, which are rather cheap, in my opinion. While United does a great job with bedding, American leads the way with headphones.
Lastly, there was a bottle of Dasani water.
During boarding, the crew came around to offer pre-departure drinks, with the choice of sparkling wine, champagne, or orange juice. Bleh, US airlines and their plastic cups for pre-departure drinks…
United 777 Polaris business class entertainment & Wi-Fi
United does a solid job with its inflight entertainment in Polaris business class. The airline has a huge library of movies, TV shows, music, and more, and you should have no issues staying entertained throughout the flight. I don’t know exactly how many movies and TV shows there are, due to how the system is organized, but it’s extensive.
On top of that, United has Wi-Fi on its 777s, which is available shortly after takeoff until shortly before landing.
All passengers can receive free messaging, and then there are several plans you can purchase, capped based on time rather than data usage.
On this flight, Wi-Fi options included a full flight pass for $21.99, a two-hour pass for $8.99, and a one-hour pass for $4.99.
United 777 departure from Tokyo Narita
Boarding was reasonably efficient by US airline standards, which isn’t saying a whole lot. All passengers were onboard within 30 minutes. While the Polaris business class cabin went out full, it was largely with non-rev passengers and employees in uniform, as the cabin was only a bit over half booked a few days out, and I saw that much of the standby list cleared into business class.
At around 5:20PM, the captain made his welcome aboard announcement, informing us that we’d be pushing back in about five minutes, and would have a flight time of 8hr15min. At this point the cabin got some nice ambiance, thanks to the blue mood lighting.
At 5:25PM we began our pushback, and at the same time the safety video was screened.
Then at 5:30PM we began our taxi, with the typical waving from the ramp workers. I sure do love Japan…
It was only a very short taxi out to runway 16R, where we were cleared for takeoff right behind a Thai Airways Boeing 777. Funny enough, that was the jet that I had just arrived on.
We had a smooth climb out of Japan, and then began our transpacific crossing. The seatbelt sign was turned off about 20 minutes after takeoff.
United Polaris business class dinner
After takeoff, dinner was served. You can find the United Polaris business class menu below.
You can also find the United Polaris business class drink list below.
Meal orders had already been taken on the ground, with the flight attendant asking for both the first and second choice. 20 minutes after takeoff, service began with warm towels being distributed.
Then 30 minutes after takeoff, the first round of drinks was served. I didn’t want any more alcohol (come and think of it, I’m not sure why — it was a fairly “dry” trip), so I ordered a Diet Coke, served with a ramekin of warm, mixed nuts.
Around 45 minutes after takeoff, the first course was served. I wasn’t given an option for the starter, and was offered the steamed scallop and crab, with dried tomato, polenta, tapenade paste, mikro leaves, and basil mayonnaise. This was served with a baby red leafy salad with cucumber, fennel, and yellow bell pepper, plus a bread roll.
I’m sorry to say, but this wasn’t good, plain and simple. It was flavorless and mushy. It honestly tasted like slightly fishy nothingness. Then there was no choice of bread, and the roll was also stale and tasteless.
The main course was served around 65 minutes after takeoff. I ended up getting my second choice, which was the the tofu isobeage, with Japanese pepper, happo carrots, taro, shishito peppers, rice, and teriyaki sauce. I generally love tofu, and the description of the dish made it sound great (well, at least to me), but once again, this whole thing was just bland. I tasted teriyaki sauce, and nothing else.
Lastly, the dessert trolley was rolled down the aisle around 90 minutes after takeoff. There was the choice of an ice cream sundae, strawberry mousse, or a cheese plate. I figured I’d go with the tried and tested option — the ice cream sundae — and had it with berry sauce and sliced almonds. Unlike everything else with the meal, it didn’t disappoint.
Other than the ice cream, the best aspect of the meal was the beautiful sunset I witnessed during this time.
Based on my experience with this flight, United’s catering is sad, and even makes American’s catering look good by comparison, which is saying something. I remember when the Polaris product launched, and United put so much effort into its meal service. Suffice it to say that things are totally different than before.
United 777 Polaris business class lavatories & snack bar
After the meal, I checked out the lavatories onboard. United has four lavatories in business class on the 777-300ER — two are by the first set of doors, and two are by the second set of doors.
Three of the lavatories are pretty standard in terms of size and design.
However, the lavatory by the second set of doors and on the left is by far the largest, and fortunately that was the one closest to my seat.
The only special thing about the lavatories was the Therabody products, including hand cream and face mist.
Also by the second set of doors, United has a small snack bar, where you can pick up packaged snacks, leftover dessert (in this case a cheese plate or strawberry mousse), or bottled water.
United 777 Polaris business class bed
After dinner I was ready to get some rest, so I reclined my seat into the flat position, and got comfortable. As I said earlier, I find United’s Polaris business class seat to be competitive, but nothing too exciting. The seat is a bit on the tight side compared to some of the newer products, but I still find it easy to get good rest, especially thanks to the bedding.
The footwell is also a pretty good size, even if you’re a side sleeper, like me.
I ended up going to sleep with around 6hr20min remaining to San Francisco…
…and woke up around three hours later, with 3hr15min remaining to San Francisco. I’m more of a napper than a sleeper on a plane, so three hours of rest was enough for me.
As I woke up, I was treated to a beautiful sunrise.
United Polaris business class breakfast
After waking up, I got some work done, until it was time for breakfast. The cabin lights were turned on around 80 minutes out, at which point breakfast was served.
There was supposed to be the option of miso cheese grilled salmon, or belgian waffles. By the time I was served, the only option was the waffle, which was served with caramelized peaches, toasted pecans, and green papaya sauce. This came with a side of strawberry greek yogurt, plus a fruit plate.
I mean, while waffles are of course tasty, it seems weird that a super sweet dish is the only real option in business class, rather than something a bit healthier. Is United’s target demographic a birthday party for kids, or…?
United Polaris business class service
Aside from United’s consistently good seats and bedding, the other highlight of this flight was the service. I like United’s Polaris service flow, as there’s one flight attendant working in the aisle, dedicated to each section. Rahul was in charge of my section (the left aisle in the second business class cabin), so he was basically the only flight attendant I interacted with to any real extent.
Rahul was awesome, and provided what I’d consider to be perfect service by US airline standards. He was kind, genuine, efficient, proactive, and personable, and seemed like he wanted everyone in “his” section to have a good flight. I’m now two for two when it comes to good service on US airlines on long haul flights in recent months, as I also had a great service experience in American’s 777 business class.
United 777 arrival in San Francisco
At around 9:15AM San Francisco time, the first officer was on the PA to announce that we’d be descending shortly, and would be landing in around 35 minutes. 15 minutes later, at 9:30AM, the seatbelt sign was turned on, and the crew prepared the cabin for the arrival.
The views of the Northern California coastline as we approached over the Pacific Ocean were gorgeous, thanks in no small part to great weather.
At 9:55AM, we had one of the smoothest touchdowns I’ve ever had on runway 28R. I’m convinced that if you had put a cup of water filled to the brim on the console next to the seat, not a drop would have spilled. It’s not just that the touchdown was smooth, but we also slowed down very gradually, as we rolled to the end of the runway. Bravo to the pilots!
Unfortunately once we were off the runway, we just stood there for some time. After a few minutes, the first officer explained that our gate was occupied, and that we’d have to wait for around 15 minutes.
It ended up taking a bit longer than that, and we ultimately pulled into gate G9 at 10:20AM, still a few minutes ahead of schedule.
Bottom line
United’s Polaris business class has a lot going for it. While United’s business class seats aren’t the best in the industry, they’re comfortable, well designed, and have nice aesthetics. Furthermore, I love the product consistency throughout the fleet. When it comes to soft product, United has exceptional bedding and great entertainment, plus Wi-Fi at a fair price.
What left me most impressed about this flight was the friendly service from Rahul, who took time to make each passenger feel welcome.
Unfortunately the weakest point of the flight was the catering. It’s not even that I have unrealistically high expectations of food on US airlines, but United’s catering is just really bad, at least based on my experience. What makes the current state of United’s catering even sadder is when you consider how great catering was when the Polaris concept first launched.
If United could consistently offer service on Rahul’s level, and improve catering, the airline would be a force to be reckoned with. In the meantime, I guess United’s unrivaled long haul network from the United States does most of the heavy lifting.
What’s your take on United’s Polaris business class on the 777?
Whether you are a UNITED loyalist or not, the famed ice cream sundae looks like a real savior in the related menu. Your food catering operations need big visionary revisions, dear UNITED!
Dr. Güntürk Üstün
Thank you for this very balanced review. I have been a United Global Service Member since 2008 and have been through the good, the very bad, and the very ugly.
The Polaris business class concept was a welcome (and needed) change but took some time to roll out. The seats, entertainment and bedding are above par. I fly Swiss, BA and Lufthansa frequently, and find the Polaris product to be on par or better...
Thank you for this very balanced review. I have been a United Global Service Member since 2008 and have been through the good, the very bad, and the very ugly.
The Polaris business class concept was a welcome (and needed) change but took some time to roll out. The seats, entertainment and bedding are above par. I fly Swiss, BA and Lufthansa frequently, and find the Polaris product to be on par or better than their offerings. When Polaris launched, the food was better than I expected. When COVID hit, the food service began a downward spiral. I expected things to recover post-COVID, but it continues to decline. I try eating at airport lounges now to avoid United’s main meals. Breakfast service is particularly bad and lacking any sense of flavor.
I have had excellent flight attendant service at times. However, high quality service is spotty and generally rates as “reasonable”. Polaris is still a great product, yet the seats/suites suffer from lack of maintenance and always appear in need of a deep cleaning.
If United would strive to improve catering with a consistent food product and focus on cleaning and maintenance of the Polaris product, they could set a standard for US airlines. Please stop the advertisements of meals being planned by 5-star chefs. Your customers do not buy it.
Oh, and please, does every meal have to have mushrooms?
You said it yourself :
US airlines can have all the newest equipment BUT the soft product is so disgusting compared to the Foreign lines. Not since the 50-60's has the food service been edible. I'm an ex TWA Purser so I saw it first hand.
I just completed a round trip from YYC to HND. Outbound was on United Polaris via SFO and inbound was on ANA Business via YVR. Shockingly, the United flight was superior in every way to the ANA flight. United's food was better (perhaps due to catering being handled in SFO?), the seats and bedding were extremely comfortable, the choices of movies and TV were vast, and the service was amazing. My flight attendant (I wish...
I just completed a round trip from YYC to HND. Outbound was on United Polaris via SFO and inbound was on ANA Business via YVR. Shockingly, the United flight was superior in every way to the ANA flight. United's food was better (perhaps due to catering being handled in SFO?), the seats and bedding were extremely comfortable, the choices of movies and TV were vast, and the service was amazing. My flight attendant (I wish I knew her name) was so friendly and attentive. She even tapped me on the shoulder to let me know that she had just brewed a fresh pot of coffee, in case I wanted some.
I have flown a lot of business class products overseas, and I would put Polaris close to the top. I can't even believe I'm writing that, because I had always avoided flying United long haul based on reputation.
Gosh the food looks sad indeed. Also, with so many non-revs on board, why don't fare-paying customers (and I include people using points here) get priority when it comes to catering? Or did they?
Isn't the catering out of NRT Japanese? Surprising that it was so terrible.
That breakfast game me a stomachache just looking at it. Sweet waffle, with sweet sauce, with canned? peaches, with a fruit, and a sweet yogurt. Not even a piece of bacon or sausage. That's just gross.
It is not practical to take 50 glass cup for a single use on pre-departure beverage. Storage space and more difficult to retrieve with so many seats .
Great review .
The food looked awful , as usual on UA international , what’s with cans appearing in a premium cabin and pre departure drinks in a plastic cup, and of course the Great American dessert ice- cream sundae ( takes a lot to produce that ) I avoid them
How does United Polaris compare to American Airlines Business Class in your opinion?
They lost me at food. Which is hard to understand considering the food should not be the major cost factor in J class -- invest 10 USD more and get something healthier/tastier..?
Other than that, my experience with non Japanese airlines offering Japanese food (even with catering from Japan) is not the best.
Why are you being so generous in this review? Seems like a 2 star to me, considering specially all the airlinea that fly Asia to West Coast. Or are yoi comparing just to USA aitlines? Plastic cups are so wrong in so many ways. I reaffirm my choice to avoid US airlines at all costs. Thanks for the reminder.
Just flew this route July 1st. The hard product was fine but I have to agree the food was absolutely appalling. I have been in coach and had better food than this.
I agree
I know food is a personal choice.
But this flight seemed amazing for the food, besides the appetizers that I would have declined, or given to my GF, as I do not eat seafood, and don't care for cheese.
But the Beef short rib for dinner, and a waffle for breakie are great!
I do wish healthier options were available though.
If you want the meal you pre-ordered, don’t sit near the back of a 60 seat J cabin.
Doesn't that defeat the purpose of pre-ordering?
It should, but it’s clear that UA (and various other airlines) have no compunction leading up a limited number of each entree option and then telling pax “Sorry, sold out. Tofu ok?”
True. Just took UAL from IAD to HNL and wife's preorder never showed up. And we were in row 1.
do airlines have meals anymore
I recently flew Polaris from LAX-SYD and thought that the food was amazing (although UA is pretty hit or miss). I find that when you preorder the meal it tends to taste better.
Eeewww. Brother eeww. What’s that? What’s that catering brother?
I know what TikTok trend you're referring to, Brother. :P
It does seem from the comments section that most people have issues with the catering more than anything else. Which is understandable, given how low the catering standards on UA have fallen.
As for Lucky not getting any of his first choices, well, that can happen on lots of airlines when you end up sitting in the back of the cabin. I am a bit surprised though that Lucky didn't pre-order his main meal though,...
It does seem from the comments section that most people have issues with the catering more than anything else. Which is understandable, given how low the catering standards on UA have fallen.
As for Lucky not getting any of his first choices, well, that can happen on lots of airlines when you end up sitting in the back of the cabin. I am a bit surprised though that Lucky didn't pre-order his main meal though, so he could at least have had that confirmed. Isn't that whole point of that option? Yeah, his appetizer and breakfast main wouldn't have changed, but still. Did Lucky forget to do that or was that option of ordering the main meal not an option of this flight/route?
Often on pre-orders they are sold out too. This happened to me on Polaris recently.
Damn, doesn't that defeat the whole point of pre-ordering?
Pretty disappointing that you didn't get your first choice appetizer or main course selection on a flight that was half non-revs. This suggests to me that they were prioritizing staff over passengers.
Catering out of Japan can be other worldly (in a good way), or not so much.
It all comes down to budget. United has 100% clearly gone for the cheapest possible budget, and in the process left many travellers unfamiliar with Japanese cuisine with an undeserved negative impression.
Shame on you United ! (although we know you are shameless...)
That is the most impressive snack selection I’ve ever seen in Polaris. The food though is just so consistently disappointing.
Agree with this review in all aspects. But allow me to restate the obvious. CEO Kirby has not tasted the slop being served as domestic or long-haul first/business. It’s bland, often watery from being frozen, and unattractive. Even croissants are flattened by mishandling.
Come on, Scott!! Please up the anty even a bit and feed us something better. Heck, Stouffer‘s frozen entrees are much better than your catering, or even Jimmy Dean‘s breakfast sandos!
But...
Agree with this review in all aspects. But allow me to restate the obvious. CEO Kirby has not tasted the slop being served as domestic or long-haul first/business. It’s bland, often watery from being frozen, and unattractive. Even croissants are flattened by mishandling.
Come on, Scott!! Please up the anty even a bit and feed us something better. Heck, Stouffer‘s frozen entrees are much better than your catering, or even Jimmy Dean‘s breakfast sandos!
But I love the Polaris hard-product and Polaris Lounges, and your staff’s!
I had one of my favorite airline meals (an excellent green curry) by pre-booking a meal on an LAX-LHR Polaris flight, and I'm always happy with their dessert/cheese selection. On another note, it's always disappointing when revenue passengers aren't able to get their first choice meals. Some FAs take the extra time to prioritize meals; I wish they all did. Agree with you on great Polaris seats, bedding, entertainment, and service.
Scott Kirby already thinks United is the best airline in the world, so obviously there's no need to improve the already world class catering.
With regards to overhead air nozzles on United aircraft, as they say, “your mileage may vary!”
All the pre-merger United aircraft plus new aircraft (including 787) have those air nozzles.
However, if you get stuck on a pre-merger Continental 777 that was retrofitted with Polaris, you may very well NOT find such air nozzles. I personally experienced that on a United flight on a 777-200 two years ago.
I have to agree - the food on United Polaris flights is awful, with a focus on high calorie carbs. ANA on the same routes offers much better food. The seats and bedding are great, and generally the flight attendants are great. The food in Polaris was better when they first launched the product. For a few dollars more (and seat prices to Japan have doubled!) they could offer a much better meal.
"by US airline standards"...
Airlines are global. Why do you have different standards? Did you basically get service that wasn't at all that good, had the airline been European, Middle Eastern, Asian, etc.?
Again, why a different standard? We have choices, you're supposed to impartially let us know your experiences.
he did.
US airlines generally do not serve food as good as many global competitors - but they do pay salaries well above average and usually at the top compared to the global industry, including Middle East airlines.
As consumers, we have choices as to where we spend our money.
Some of us as Americans prefer to buy from American companies.
UA competes with carriers that pay their employees less so UA either has...
he did.
US airlines generally do not serve food as good as many global competitors - but they do pay salaries well above average and usually at the top compared to the global industry, including Middle East airlines.
As consumers, we have choices as to where we spend our money.
Some of us as Americans prefer to buy from American companies.
UA competes with carriers that pay their employees less so UA either has to get more revenue per ticket - and they do in many cases - or cut costs somewhere else.
The real comparison is how well UA compares to other US airlines and on what other factors UA is above or below AA and DL.
And the proof of how well each of those carriers compete in the global marketplace is their bottom line.
UA ends up internationally better than AA financially and on many other metrics but not as good as DL other than size.
That is simple fact no matter how much some people don't want to read or hear it.
Or in other words, United’s Polaris business class is excellent with the exception of the food.
Was wondering how triggered Tim Dunn would be by Ben's opinions on DL's fleet inconsistency. Only 633 words. And to think he does this on several travel blogs. Daily.
if food made a difference to UA's bottom line, they would change it. They don't because it doesn't matter.
Neither does a couple millimeters of footwell space.
Nor does using the 757 which does not have Polaris and is an inferior product to DL's 767-300ERs.
I am defending UA and its ability to prioritize what matters - which goes way over some people's heads.
What does matter to UA's bottom line is its...
if food made a difference to UA's bottom line, they would change it. They don't because it doesn't matter.
Neither does a couple millimeters of footwell space.
Nor does using the 757 which does not have Polaris and is an inferior product to DL's 767-300ERs.
I am defending UA and its ability to prioritize what matters - which goes way over some people's heads.
What does matter to UA's bottom line is its much higher fuel burn than DL's and UA's strategies including its well-documented dumping of capacity across the Pacific last winter, which they are not doing again this year.
UA is spending billions more on aircraft than any other airline and, even though they think they will use all of those aircraft to grow, they will do a lot of fleet replacement with them and will find they cannot add as many aircraft as they (or their fans) think.
Which means UA will have a modern fleet - but will also have a lot of debt.
And ten years from now, UA's food will probably still not be on par with even its US carrier competitors.
As for what I wrote, I do so efficiently while multitasking. Like while watching Wimbledon today.
He just can't help himself, can he?
you mean that you can't accept the basic facts which that food does not affect purchase decision. Not on Delta, not on United, and not on Qatar. It is an amenity.
There are other factors that matter and drive purchase decisions.
There are other factors that affect profitability and, for UA, it is their network strategy and aircraft-related costs - which is why they lag DL in profitability.
UA may save some money buying cheaper...
you mean that you can't accept the basic facts which that food does not affect purchase decision. Not on Delta, not on United, and not on Qatar. It is an amenity.
There are other factors that matter and drive purchase decisions.
There are other factors that affect profitability and, for UA, it is their network strategy and aircraft-related costs - which is why they lag DL in profitability.
UA may save some money buying cheaper food but it won't really move the needle in terms of customer choice or their profitability.
Tim, Even a simple reading of Delta's own investor day presentations, and anyone would know you have no idea what you're talking about. Delta is more profitable, but because of monopoly hubs and lower costs.
You really need to stop equating profitability to revenue performance and premium.
You, as usual, have no idea what you're talking about when you talk about geographic comparisons between airlines.
But, it's also why you spend your...
Tim, Even a simple reading of Delta's own investor day presentations, and anyone would know you have no idea what you're talking about. Delta is more profitable, but because of monopoly hubs and lower costs.
You really need to stop equating profitability to revenue performance and premium.
You, as usual, have no idea what you're talking about when you talk about geographic comparisons between airlines.
But, it's also why you spend your day in the comments sections of better people.
feel free to post
feel free to post actual facts from Delta and their own presentations and exec statements and not your pitifully poor interpretations.
Delta has NEVER said they have monopolies because they don't and actual government data shows that DL doesn't get average fares in its hubs that is out of line with what AA or UA get in their hubs. Add in that DL hubs carry high percentages of connecting traffic and it is beyond laughable...
feel free to post actual facts from Delta and their own presentations and exec statements and not your pitifully poor interpretations.
Delta has NEVER said they have monopolies because they don't and actual government data shows that DL doesn't get average fares in its hubs that is out of line with what AA or UA get in their hubs. Add in that DL hubs carry high percentages of connecting traffic and it is beyond laughable that DL gets its extra profits from its interior US hubs esp. since AA and UA have those kind of hubs.
The reason why DL gets higher profits is because they don't make stupid network decisions - like flying routes for "strategic purposes" which AA and UA have repeatedly done esp in the Pacific, DL doesn't chase market share or network size if it doesn't generate the most profit to do so, and DL has managed its costs and investments including getting rid of 757s over the Atlantic because the costs don't work while using their 767-300ERs that do make economic sense as well as investing in the refinery which cuts DL's fuel bill by a billion dollars per year compared to AA and UA every year.
You simply don't want to admit that DL runs a superior business so cling to falsehoods that you can't back up with data - because data is contrary to what you say.
AA and UA COULD BE as profitable as DL IF AA and UA execs quit doing things that harm themselves and alienate their customers.
Food doesn't matter to customer choice or UA's profits. They aren't changing it.
DL's food is better but still is not as good as some global airlines.
AA, DL and UA have long ago established their food standards and they generally execute to those standards.
As you’re well aware, I’ve posted many times those references
They have said all but. Their investor day presentations from 2021 and 2022
I’m sure you can read for yourself.
Core hubs are their sources of profit, per delta due to low costs and outsized share with captive local customers. Their coastal hubs are sources of high revenue but profit isn’t mentioned because of the associated high cost there
You can at least...
As you’re well aware, I’ve posted many times those references
They have said all but. Their investor day presentations from 2021 and 2022
I’m sure you can read for yourself.
Core hubs are their sources of profit, per delta due to low costs and outsized share with captive local customers. Their coastal hubs are sources of high revenue but profit isn’t mentioned because of the associated high cost there
You can at least be intellectually honest, tim. Even the company that fired you, delta, is
no, Max, you prove once again that you can't accept reality so you make up your own.
Delta has said THAT THE MAJORITY of their profits come from their 4 interior US hubs but those hubs are not monopolies and Delta simply does not get average fares that are higher than what AA and UA get in their "monopoly" hubs.
the logical fallacy w/ you continuing to push the notion that DL's higher profits come...
no, Max, you prove once again that you can't accept reality so you make up your own.
Delta has said THAT THE MAJORITY of their profits come from their 4 interior US hubs but those hubs are not monopolies and Delta simply does not get average fares that are higher than what AA and UA get in their "monopoly" hubs.
the logical fallacy w/ you continuing to push the notion that DL's higher profits come because it monopolizes its hubs is that AA and UA not only could have done the same thing to get MORE hubs where they get higher average fares but they could have ALSO taken steps to grow their networks - as DL has done - in major competitive markets.
AA and UA COULD have invested in a refinery (UA tried but failed) to lower fuel costs, AA and UA could managed their capital spending better to pay less for aircraft ownership costs, COULD HAVE better relationships with their mechanics so they could bid on and win engine maintenance contracts, and COULD HAVE developed a more lucrative credit card deal which is the biggest revenue advantage that DL has over AA and UA.
Quit demonstrating that you can't accept reality so manufacture your own reality which is opposite of what actual facts show.
As much as it’s amusing to watch you lie despite delta’s own words in color, anyone can reference what I mentioned and see you’re wrong. I didn’t say it, delta did and does. And anyone with a slice of industry experience (putting aside people like you, fired by delta) knows that and can see it in the data.
Enjoy your fantasy world, tim.
Little wonder you spend your day in the comments section of other writers
No, Max, DL didn't and won't make the statements that you claim.
They get the MAJORITY of their profits from their core 4 hubs but not because those are monopoly hubs.
And if you had half a brain, you would realize that arguing that DL loses money in 4 hubs other than ATL, DTW, MSP and SLC is far more damning of AA and UA given that their profit margins are lower than DL.
No, Max, DL didn't and won't make the statements that you claim.
They get the MAJORITY of their profits from their core 4 hubs but not because those are monopoly hubs.
And if you had half a brain, you would realize that arguing that DL loses money in 4 hubs other than ATL, DTW, MSP and SLC is far more damning of AA and UA given that their profit margins are lower than DL.
It makes no sense to argue that DL loses - or even merely breaks even at BOS, LGA, JFK, LAX and SEA - but AA and UA can't generate higher margins.
As much as anyone wants to say otherwise, AA and UA have hubs that either lose money or make far less including from their best hubs. It is simply math.
It is beyond hypocritical to talk about anyone commenting on any blog when you have done the exact same thing multiple times on this same article.
You have proven over and over again that you can't stand reality so create your own. The only fantasies are your own.
Delta is simply a better run business and airline. Everyone that is remotely unbiased can see that.
And food and beverage is an amenity that doesn't matter in purchase decisions.
I said it regarding DL and is equally true about UA.
There are far more important factors that do matter.
DL, like AA, simply has higher standards for food but it doesn't really matter in purchase decisions that UA's food is so bad.
Tim
You can lie all you want and try to put as many words in my mouth (that I didn't say) as you'd like but it doesn't change the facts that DELTA says their profits are derived from their four core hubs. Their coastal hubs are not mentioned in terms of profitability but rather revenue and future potential.
You've proven over and over you don't understand the source of Delta's profits. You, for...
Tim
You can lie all you want and try to put as many words in my mouth (that I didn't say) as you'd like but it doesn't change the facts that DELTA says their profits are derived from their four core hubs. Their coastal hubs are not mentioned in terms of profitability but rather revenue and future potential.
You've proven over and over you don't understand the source of Delta's profits. You, for some reason, even seem to hate what Delta themselves says about their own profits.
And no, talking about Delta's four monopoly hubs is not damning in the slightest to anyone else because only one other airline has one, CLT with AA. All the other UA and AA hubs are either not fortress hubs or have competing airports in the same city diluting yields, an issue Delta's four monopoly core hubs do not share (and something Delta fights to ensure doesn't happen).
Besides, you're the only one trying to proclaim a Delta profitability extrapolation to EVERYTHING and determining causality that doesn't exist but fits your pre-determined narrative. Of course Delta is a well-run airline, you just don't have a clue what the source of their profits is and seem to refuse to believe what Delta says about them too.
So yeah. Maybe go do some research and get off the comment sections of better writers and industry experts than yourself.
I've never claimed to be better or smarter than anyone nor would I because only idiots go online to tell others' about their greatness.
I'm simply reminding you what Delta says. Since facts seems so foreign to you.
Enjoy your day. You really need to get out of your mom's basement and get a life.
Max,
copy the EXACT words from Delta's earnings presentations and their exec statements and it will be clear that you and ONLY YOU think that DAL makes all of its profits from ATL, DTW, MSP and SLC. and loses money or breaks even in BOS, NYC, LAX and SEA.
More significantly, the longer you argue, the more you condemn AA and UA.
If DL can manage to lose money or at least not...
Max,
copy the EXACT words from Delta's earnings presentations and their exec statements and it will be clear that you and ONLY YOU think that DAL makes all of its profits from ATL, DTW, MSP and SLC. and loses money or breaks even in BOS, NYC, LAX and SEA.
More significantly, the longer you argue, the more you condemn AA and UA.
If DL can manage to lose money or at least not make it in 4 hubs and still have 3X the profit margin of AA and almost 2X UA's, WTH is AA and UA doing that they with their supposedly great hubs can't manage to match DL's margins?
You clearly are so hellbent on clinging to your fantasies that you can't even objectively look at how dumb your statements are.
walk away, Max.
Your statements make no sense and anyone with half a brain can see it.
Same old song and dance, please learn something new.
facts are facts, sweetheart.
The same old song and dance is MAXs that can't stand to admit that Delta runs a better business and airline - and it does show in the product and employee service.
I can't even imagine what his wife or family has to put up with. Imagine an old relative with a one sided opinion on literally everything who never shuts up.
I live in a Delta hub and always opt for the extra stop + Polaris on business travel due to the quality of sleep I can get vs. Delta One.
United has high quality bedding, a soft blanket, and a consistent well cushioned seat. I like the slippers as well, and the pajamas on the ultra long haul segments are appreciated as well.
Delta One is *sometimes* nice. If you end up on the 767...
I live in a Delta hub and always opt for the extra stop + Polaris on business travel due to the quality of sleep I can get vs. Delta One.
United has high quality bedding, a soft blanket, and a consistent well cushioned seat. I like the slippers as well, and the pajamas on the ultra long haul segments are appreciated as well.
Delta One is *sometimes* nice. If you end up on the 767 then there's no comparison, however the Delta One Suites on the A350/A330neo are nice, however the seats are very hard. Throw in the lackluster value of a skymile and it's difficult to choose them if the price is similar.
United feels like home to me after a long haul trip. It's not the best airline in the world by a long shot, but it's comfortable and familiar, and no single element is bad enough to ruin that, even if the catering (and sometimes the crew) aren't top.
I agree with everything in this review. Although I'll say that good crews have been the rule and not the exception the last few years, in my experience.
Completely agree. Thanks.
Feels like United is trying really hard to improve their brand / product to compete with Delta and I think they are exceeding to some extent especially in their network and on time performance, but man is their food SO bad. Recently flew SIN - SFO in Prem Plus and the food was so bad that I had to devour my own granola bars for the entire 15 hour flight and was really hungry on...
Feels like United is trying really hard to improve their brand / product to compete with Delta and I think they are exceeding to some extent especially in their network and on time performance, but man is their food SO bad. Recently flew SIN - SFO in Prem Plus and the food was so bad that I had to devour my own granola bars for the entire 15 hour flight and was really hungry on arrival. The inconsistency in the lounge food is also disappointing among hubs, as the legacy SFO lounge food is not much better than their inflight food, but have found that the newer clubs at EWR and DEN have respectable food. It's like if you're going to go to the effort fly a route like that against Singapore Air, you HAVE to have respectable food imo.. Respect to a lot of the other things United is currently doing well though.
In many ways, this review was thoroughly predictable - UA's food is below average compared to even its US competitors and UA service is not consistent. Ben's biases are apparent and his experience with US carriers esp. DL and UA is minimal esp. given their fleet diversity.
Now, I will defend UA and some people will be shocked.
UA gets by with its poor food quality because they can. Food is not a purchase...
In many ways, this review was thoroughly predictable - UA's food is below average compared to even its US competitors and UA service is not consistent. Ben's biases are apparent and his experience with US carriers esp. DL and UA is minimal esp. given their fleet diversity.
Now, I will defend UA and some people will be shocked.
UA gets by with its poor food quality because they can. Food is not a purchase driver for the vast majority - if any of its customers and certainly not the large corporate accounts that make up the majority of its international business class revenue. Ben knew full well that UA had a reputation for poor food and bought a ticket on them anyway.
The factors that are amenities and those that are purchase drivers is somewhat subjective by individual - but not by much.
DL invested in seatback entertainment, UA has copied that strategy, and now DL is on the verge of rolling out global free Wifi because those are the product drivers of our generation. Food might have been in the past but it isn't now.
As for attributes and comfort of the Polaris seat, it is not class leading in objective metrics but it is a good, solid product. And UA is virtually alone among large global airlines in choosing to have a consistent hard product across its fleet - but it took them 7 years to roll it and it will be obsolete by the time UA updates it - which will not happen consistently across its fleet.
Further, Ben makes mention of the Delta 767-300ER Delta One seat but I NEVER see anyone talk about UA's 757s and the business class product on them. AA doesn't fly 757s any more and DL doesn't fly 757s beyond Iceland and certainly not to continental Europe as UA does. DL uses the 763 on routes where it is appropriate.
And UA destroyed the economics of their 767s by putting Polaris on them. The 767 was not built for a modern business class seat and UA pays the price now for having a "consistent" product by having too few seats on a plane that can't make money where DL's can.
And, Ben, tell me the footwell dimensions of the DL A330NEO footwell vs other UA aircraft in Polaris. I doubt seriously that you could product a list of even 2 longhaul flights in the past 5 years on any of DL's A330NEOs or 767s that you have taken.
An inch or less of footwell space is not any more of a purchase driver than food is. Delta simply chooses to spend more on food but, more importantly on its people. UA FAs are still waiting for a post-covid contract and retro to get them to levels DL FAs have enjoyed for several years. It is no surprise that service standards vary so much on AA and UA when their FAs are underpaid based on the market.
And, as much as some people hate to talk about finances, you as a customer get what is proportionate to the profits a company CAN make. UA makes half of what DL does on its international network despite being larger. DL and UA get comparable average fares in most of the world so UA's lack of profits compared to DL comes down to strategy and/or aircraft - DL spends over $1 billion less on jet fuel than UA.
UA cuts the corners where it has to. The cabin and aircraft are sunk cost; food is not. Employees are not.
It is not a surprise that UA food and service consistency is what it is. UA gets by with it because neither are ultimately purchase drivers. UA's lack of profits has nothing to do with food so they have no motivation to fix it
I thought you said you were going to defend UA?
By defending he meant giving it the most back-handed compliments ever.
Also, him calling out someone else as being biased is just so unintentionally hilarious.
@UncleRonnie - Just imagine Tim's perspective: he doesn't care about hospitality, whether things are materially premium. He doesn't care about loyalty, miles, or awards.
Tim is the rational investor. If something makes money, it is good. If it reduces costs and still makes the same money, it's better. In that regard, Tim is defending United as virtuous, as they are appropriately cutting costs where they find it doesn't change the demand curve.
Now, the fact...
@UncleRonnie - Just imagine Tim's perspective: he doesn't care about hospitality, whether things are materially premium. He doesn't care about loyalty, miles, or awards.
Tim is the rational investor. If something makes money, it is good. If it reduces costs and still makes the same money, it's better. In that regard, Tim is defending United as virtuous, as they are appropriately cutting costs where they find it doesn't change the demand curve.
Now, the fact that his view directly conflicts with the incentives of the audience (e.g. - many of us want a nice experience partaking air travel, ideally at a discount) is probably irrelevant to him. Or he may enjoy arguing because from an investor's perspective, our aims are incorrect. :-P
Jesus Christ
@Tim Dunn needs to employ an editor.
A few months ago I flew United business class long haul from Asia, and I was pleasantly surprised. The stewardess was on the older side, had great personality & made the trip fun.
On the last several Polaris flights we have taken, the service from the crew has been professional and very friendly. The purser always comes around and greets everyone by name, and on some flights it has been the pilot or co-pilot doing the honors. I agree that the food is merely good, but the wine selections are excellent. On our last flight, some of the wines scored 90-94 points. We do like the comfortable seats...
On the last several Polaris flights we have taken, the service from the crew has been professional and very friendly. The purser always comes around and greets everyone by name, and on some flights it has been the pilot or co-pilot doing the honors. I agree that the food is merely good, but the wine selections are excellent. On our last flight, some of the wines scored 90-94 points. We do like the comfortable seats and bedding, and that they are consistent over all the international routes we take. We are always able to get good sleep in Polaris.
My experience as well flying to and from LAX/SFO in Polaris several times in the last year - Europe, Asia, Australia/NZ
Food not great, crews affable and professional, wines really nice (seems they are moving money out of champagne into really good reds/whites which is fine by me!)
UA food is definitely not great, but you seemed to have gotten the short of the stick. I've had some decent meals on UA in the last year or so, and some not so good. Unfortunately, you got two bad ones. The appetizers are definitely bad though, no effort at all into those.
I sleep better in Polaris than any other J seat I've tried on several premium airlines, but eat much worse about sums up the whole Polaris experience for me.
Bummer no time to eat before boarding - key action on Polaris ;-)
But great work on both sunset & sunrise!!!
I’m thinking of flying Denver to Tokyo (daytime flight w views of Canadian & Alaskan Mountain View’s) for next year’s Birthday Trip then Emirates Game Changer to DXB.
I Fly DXB BRU in game changer next week for this year’s Birthday Trip!!!
Safe travels
Lol. American airlines suck. Plain and simple. Full of no choice, status chasing OPM flyers and free upgrades.
People who know better don't fly US carriers
I guess Polaris is ok by US standards but I still find it a bit disappointing based on flights between LAX and SYD. Agree food could be better. Flight attendants do a good job. However compared to other seats the space for feet is a bit restricted and even with me being under six feet I wish there was more room. The part I found most disappointing on my most recent trip between SYD and...
I guess Polaris is ok by US standards but I still find it a bit disappointing based on flights between LAX and SYD. Agree food could be better. Flight attendants do a good job. However compared to other seats the space for feet is a bit restricted and even with me being under six feet I wish there was more room. The part I found most disappointing on my most recent trip between SYD and LAX was having prechosen one of the window seats that are closer to the window, it turned out the electronics weren't working so ended up with a centerline seat right behind the back Polaris galley area. Instead of pulling the curtains (not the aisle curtain but the ones that would allow free passage down the aisle but limit the light coming from the galley into the cabin), the lights were left on and lighting the first row behind the galley for the full flight.
Galley curtains are a MAJOR reason I don't fly US carriers internationally unless I have to. The light and noise (especially from frequently-careless crew who slam things around and talk loudly) can be really awful. On non-US airlines the curtains close immediately and the cabin is quiet. I realize the US airlines don't have any say in the matter - it's a law they have to follow - but to me it means a lot.
Ben, this is a really odd one but I notice at several of the seats and also on your photo of the snack bar that they seem to have Harrogate water (the bottle and black label are really distinctive - which is how I noticed it at the seats - and on the snack bar photo you can just about make out the word 'Harrogate') catered as well as Dasani. Where on earth would that...
Ben, this is a really odd one but I notice at several of the seats and also on your photo of the snack bar that they seem to have Harrogate water (the bottle and black label are really distinctive - which is how I noticed it at the seats - and on the snack bar photo you can just about make out the word 'Harrogate') catered as well as Dasani. Where on earth would that have come from? I know that British Airways caters Harrogate water on its flights ex-UK, but what is it doing on a United flight ex-Japan? I used to live in Harrogate (in Northern England, where the brand is bottled) so I know it's better than virtually all other bottled waters that aren't Fiji or Acqua Panna. What are your views? It might be interesting to do a ranking of your favourite bottled waters to be served on planes, since I know there is a variance in quality from one brand to the next. You've done it with hotel soaps, could bottled water be next?
People actually rank water? Wow
My guess in the beverages that are not used are recatered for other flights hence you are seeing the water like that.
Just returned from France. Trip over was PSP-SFO-CDG. Return was NCE-FRA-SFO-PSP. NCE to FRA was LH all else was UA biz. FA's were great on all of the flights in particular FRA to SFO. From my view, appetizers and salads greatly improved from a year ago. While the entrees were somewhat better, there is certainly room for further improvement. No issue with the wine - good selections.
Completely agree with comments from both Ben and others on the inconsistency of onboard food offerings. I’ve given up on UA and VS meals and now just buy a picnic lunch or eat a large meal before boarding.
I do also wonder if they were prioritizing non rev meal preferences, considering how you didn't get your first choice for dinner and how they didn't offer you the fish for breakfast.
The wine list looks great. Sanford pinot is beyond drinkable - it’s the kind of wine a good restaurant would have available. Same for the cab and chardonnay. Much better than AA plonk and what UA used to serve.
Been noticing 2 or 3 really nice wines on the UA menus this year each flight.
Too bad the food didn’t match up.
I was thinking of switching loyalty from AA to United (l live near DCA and IAD) until I flew Polaris from Capetown to IAD last summer. Not only was the food bad, they didn't have anything for my lactose intolerant wife other than snacks. Yes, we should have pre-ordered, but on every other airline we've flown it hadn't been an issue. The wine was undrinkable and this flying from one of the great wine regions...
I was thinking of switching loyalty from AA to United (l live near DCA and IAD) until I flew Polaris from Capetown to IAD last summer. Not only was the food bad, they didn't have anything for my lactose intolerant wife other than snacks. Yes, we should have pre-ordered, but on every other airline we've flown it hadn't been an issue. The wine was undrinkable and this flying from one of the great wine regions of the world. The crew was the worst, every AA crew I've had was better. The seat was fine, nothing special and I can only assume United upgraded the entertainment choices since my flight, as the selection was a joke unless one lives in the 1990s.
Flying direct international flights from IAD on United is preferable to changing planes at an AA hub, and I dislike AA's Oasified domestic fleet, however that flight turned me off United. It's one flight, so I suppose it's not fair to judge an entire airline by one poor experience. Anyhow I look forward to AAs new business class.
Reality on the check. 25% are great (true windows. 25% are okay if traveling as a couple (middle straight ahead).
The other 50% are just bad, and far worse than a standard reverse herringbone seat that is also a decade old. They angle right into the aisle, have zero privacy, you get bumped, you have to awkwardly reach behind you to get to the storage table, etc.
Make that reality check on the seats!
How can they even get this bad with food almost every time I just don't get it. It's like they are trying to compete for worst catering in business class. Such a shame because their hard product is actually good to even great, if they just improve drastically their soft product they cam be a great airline for business class flights.
Can someone explain to me how United has consistently terrible food?
It doesn't make any sense how it can be so bad. Are these catering companies supplying dogfood instead of actual meals?
Did United cut mattress pads from flights? I remember they used to offer them upon request in Polaris. I know pjs are only on flights 14 hours or more now.
They are on board, you just have to go take one from the storage bag. Usually at rear of the biz cabin.
It's very on request, it's possible he didn't know or forgot to ask about it. I don't know why United tries to hide amenities from customers like the PJs and mattress pads. Like it might save a little money, but in a premium cabin differentiation and competitive advantage is everything.
There aren’t enough of either for every pax. So they are for people in the know.
That's my point on why it's a problem. EVA Air and other top airlines proactively come by and offer PJs and turndown service.
UA is harming their brand and product by trying to be so stingy.
Weren’t pajamas offered/stocked on flights of 13+ hours…and now it’s 14+??? I thought it was less? If that’s the case, yet another cut back…and these are branded (so assume getting advertising $$ to produce them). Pretty disappointed if they have mad further cuts to reduce their availability.
Could not agree more with the catering. Its absolutely disgusting, to put it nicely.
Used to be 1K for several years, flying TATL only.
This year will be my final 1K year, as I have moved to other carriers.
Just can't keep up anymore with the shitty inflight product.
Having recently flown 4 Polaris round trips after years of American and Delta, my vote is that Polaris is the best business class offered by a US Airline.
The consistency is terrific (for instance, unlike DL’s 767s which are to be avoided, UA’s 1-1-1 layout makes their 767s as comfortable as any other plane in their fleet.)
The cabin, while denser than those on AA or DL, offers a seat that—in my view—...
Having recently flown 4 Polaris round trips after years of American and Delta, my vote is that Polaris is the best business class offered by a US Airline.
The consistency is terrific (for instance, unlike DL’s 767s which are to be avoided, UA’s 1-1-1 layout makes their 767s as comfortable as any other plane in their fleet.)
The cabin, while denser than those on AA or DL, offers a seat that—in my view— is as comfortable as AA’s best (77W Cirrus seat) with better privacy (due to height of walls and staggering) and with a better entertainment system. I find the seat’s privacy, controls, and general layout superior to every Collins Super Diamond I’ve flown (I find privacy is as good as BA’s Club Suite due to the higher seat shells, despite lacking a door.)
United’s seat is better than every DL One product (even the A350 seats) because, like AA and most foreign airlines, UA uses breathable fabric instead of DL’s vinyl pleather, which gets uncomfortable on flights over 6 hours.
I agree that UA lags DL and AA in food quality. Hopefully that will be adjusted as UA continues to grow premium revenue.
AA is rolling out a new generation of business class suites in the 77W remodel and the XLR roll-out. We shall see.
Sounds a lot like my last Polaris flight, with the exception that I am near certain I also got food poisoning from the chicken. Never pleasant, but particularly annoying when it’s how your European holiday kicks off
Polaris is really the logical consequence of every piece of cost cutting and profit maximisation that a US airline can eek out of its business model. I say this as someone who has increasingly converted to flying United. Their network out of SFO/NYC and customer service is really the only one worth dealing with. At least the bed is flat. I just wish they'd invest in some simple things. Why does the crockery have to...
Polaris is really the logical consequence of every piece of cost cutting and profit maximisation that a US airline can eek out of its business model. I say this as someone who has increasingly converted to flying United. Their network out of SFO/NYC and customer service is really the only one worth dealing with. At least the bed is flat. I just wish they'd invest in some simple things. Why does the crockery have to feel like something out of a cheap diner, for example?
Nice review. We recently flew Polaris VCE-EWR and the short rib entree was actually really good. We weren't sure if it's because it's VCE originated flight so the quality was better? But we've flown 20+ different Business Class airlines and the short rib was right up there! But yea for me the Asian airlines still have the best catering (I've experienced JL/NH/KL/OZ/SQ/TH/CX/BR/MH)
@ gideyup11 -- Yeah catering is definitely better out of Italy across the board, in my experience. Usually I find that airports in Japan also have excellent catering, which is another reason I was surprised.
I was shockingly surprised by the quality of my chicken entree on a CHC-SFO flight. Two others had different entrees and raved too. Whoever they used in CHC did a great job, as did the FA who did the reheating.
United's Polaris catering out of Japan is consistently bad in my recent experience. Much worse than catering out of their US hubs.
Ben, how would you compare Polaris to Delta One in terms of the seats?
I agree the breakfast is terrible and ridiculously sweet. You should have tried the grilled cheese and soup midflight. It's very simple but always hits the spot. In terms of appetizers, I've also noticed that they didn't take orders on some recent flights. You can ask them to swap it out once the food comes though. Still annoying.
I really do...
Ben, how would you compare Polaris to Delta One in terms of the seats?
I agree the breakfast is terrible and ridiculously sweet. You should have tried the grilled cheese and soup midflight. It's very simple but always hits the spot. In terms of appetizers, I've also noticed that they didn't take orders on some recent flights. You can ask them to swap it out once the food comes though. Still annoying.
I really do enjoy Polaris, but it would really be great if they upgraded the catering. Some aspects, like the butter always being rock hard and impossible to spread, will always confuse me. That being said, I always find the short rib/steak at least edible.
@ BC -- Thanks for your thoughts on United! Regarding Delta, that's a toughie, because Delta One offers so many different configurations. I'd say I prefer the United Polaris seat to everything other than the Delta One A350 seat. While the A330neo has modern seats, the plane is just narrower, so the suites with doors feel tight, in my opinion.
It appears that mid flight meal is is offered only on 12+ hour long flights.
It sounds like an overall “meh.”
Great report, thanks Ben!