The habits of United Airlines’ CEO might explain why the carrier’s Polaris business class catering is still such an area for improvement…
In this post:
Scott Kirby has never eaten on overnight transatlantic flight
David Slotnick recently had the chance to sit down with United CEO Scott Kirby for an interview, and he shared some thoughts on that in his Substack. Kirby is a smart and interesting guy, and he’s typically willing to talk, and say things that other executives might not be willing to say.
Perhaps the most interesting tidbit is Kirby denying that United is interested in merging with JetBlue, claiming that United’s organic growth is substantial enough, and JetBlue is rather small. Kirby really struggles with keeping a consistent narrative there.
However, here’s what intrigued me most:
“I’ve flown across the Atlantic probably at least 100 times, and I’ve never once eaten a meal going from the US to Europe,” Kirby said. Sleep and hydration is what matters most. So for all of you complaining about the catering on United, maybe that explains it.
Kirby’s airplane dining preferences explain a lot
Funny enough, when airline CEOs talk about their own flying, more often than not they manage to sneak in how frequently they fly in economy, to seem more relatable. But I actually think Kirby’s statement is much more interesting.
Kirby isn’t alone by ordinarily skipping the inflight meal service on an eastbound transatlantic flight. Especially if you’re originating from the East Coast or Midwest, flights are quite short, and there’s a tradeoff between dining and sleeping.
Some people are just really good airplane sleepers, and I’m kind of jealous of their ability to sleep through a loud meal service, which I am just not able to do.
While United has made a lot of premium improvements, catering continues to be a weak point of the carrier’s passenger experience, particularly in Polaris business class. United claims it has invested more in its catering, but for the most part, people aren’t impressed.
I can’t help but think that Kirby’s own travel patterns and onboard dining preferences might partly explain that. As much as we try to pretend it’s not the case, it’s natural to think that our own preferences are more reflective of those of the average person.
Of course Kirby doesn’t view dining at something that hugely needs to be invested in, since it’s not something he values on overnight flights. Kirby is far from being the only executive who takes this kind of an approach, for better or worse. For example, Korean Air has among the best economy seat pitch of any airline, and that’s because Korean Air’s chairman is very tall, so it’s something he personally values.
Bottom line
United Airlines CEO Scott Kirby has never eaten on an overnight transatlantic flight to Europe. So if you’ve ever wondered why United improving its Polaris business class catering hasn’t been a priority, I think this explains at least part of the issue. Of course plenty of people go straight to sleep on transatlantic flights, but an equal number of people do value a good meal service.
What do you make of Kirby’s lack of dining on overnight flights?
Maybe he did not eat on the short hop flights from the East Coast to Europe. But certainly he must have visited Asia too - with no meal on 12+ hour flights ?
This seems oddly-timed given their announcement today about hiring chefs from the Netflix show Chef's Table to do the Polaris catering...
I recently started doing htis as well on TATL flights from NYC. I definitely prefer to eat dinner at the lounge. The EWR polaris lounge dining is not bad.
Having flow AA, DL, and UA in F all within the past year I can say that UA's food is by far the worst of the 3.
I don't expect Michelin star level catering on the US3, but the meal UA served me was so bad. I'm sure inmates get better food.
CEOs should have to eat the food on their airlines so that can experience their flights like we do. Polaris food is horrendous!
Serious question: is United or any other U.S. airline that lags in this category really missing the mark by not prioritizing the food?
Sure, AvGeeks, bloggers, and YouTubers care a lot about the details. But for the typical traveler, assuming the food is at least decent, is anyone really paying close attention?
And then more specifically in the context of this article though, is United offbase for not prioritizing the food more on these routes?...
Serious question: is United or any other U.S. airline that lags in this category really missing the mark by not prioritizing the food?
Sure, AvGeeks, bloggers, and YouTubers care a lot about the details. But for the typical traveler, assuming the food is at least decent, is anyone really paying close attention?
And then more specifically in the context of this article though, is United offbase for not prioritizing the food more on these routes? I feel like most people flying overnight from the United States to Europe are mainly focused on getting sleep.
All this negativity.
This also means Polaris seats are so good and comfortable, you can sleep thorough and entire flight to Europe.
But Kirby never took the Concorde?
He should try the food to better understand customer experience as he is the CEO. But many people have eating dinner prior to boarding and Europe generally has amazing food. I would likely skip my meal at well if flying from the east coast in lieu of a much better meal when I land
I call BS on Kirby! I can understand never eating on a redeye flight from the U.S. to Europe, but I don't understand never eating on a daytime flight from Europe to the U.S. You're bound to be hungry on one of those 100+ flights!
It makes certain sense. I suspect most people who have flown long haul J 100+ times skip a lot of meals. You'll get the same or better quality in the lounge anyway and when you're flying that frequently there's nothing special about drinking out of a "real glass" etc. Same folks who leave the unopened amenity kits behind.
Most of the folks eating on these red-eyes either got to the airport late or cashed...
It makes certain sense. I suspect most people who have flown long haul J 100+ times skip a lot of meals. You'll get the same or better quality in the lounge anyway and when you're flying that frequently there's nothing special about drinking out of a "real glass" etc. Same folks who leave the unopened amenity kits behind.
Most of the folks eating on these red-eyes either got to the airport late or cashed in points for a special trip (nothing wrong with that). I can understand why there's not much motivation to invest in the catering, at least for these routes.
Two week ago flew on UA's longest flight SYD-IAH - 16.5 hours. Food was totally inedible. Even the Sundae on my aisle side was melted when served. Seating in Row 1, FA's keep cabinet open with bright LED spot lights shining out into the cabin whole time (direct to your eyes) - they had their phones in there on charges and kept checking their emails (wifi on flight). What kind of premium airline is that? So Kirby doesn't eat on a 16.5 hour flight either?
Have to wonder if Kirby has ever taken one of United's punishing 3-4pm departures from EWR. Not much choice but to eat on those.
Maybe it's like people wanting to tax other people but not themselves? Washington state has no state income tax but the legislature just voted for a new 10% income tax.
What in the name of Lucky Lindy are you talking about? This is an aviation blog, so save yer cheesy political rants for Reddit.
Kirby- "Sleep and hydration is what matters most. So for all of you complaining about the catering on United, maybe that explains it."
So us paying customers are just suppose to suck it up and follow his advice??
I go to bed late at home (never before midnight), so asking me to sleep at 7 or 8 pm is not going to happen. I am fine with 2-3 hours of light resting/sleeping and powering through the first day in Europe.
I will say that the biggest difference for me is going without alcohol. It really makes jet lag non-existent for me. I usually drink on flights, but I've taken 7-8 flights "dry" and the difference is pretty huge.
I have noticed that most top tier customers including public figures do not eat or drink alcohol on premium cabin long haul international . Some asked for breakfast only if they are awaken.
It may be a combination of maiximizing sleep on the purchased real state ( the seat ) and because, honestly, how many people eat a heavy meal right before going to sleep ?
Some people do not like to eat on a plane. Airplane will never be great cuisine. Not to mention passengers sitting up front normally have access to a business class lounge where they can get better food for free.
In all honesty, United food has been improving, it's just that the baseline is very low.
I had a chance to sample domestic first food last week, United EWR->SEA, Delta SEA->FAI. To my shock, United served better - and quite decent - food, chilean sea bass, vs some non-descript beef on Delta. (I also felt the prosecco in paper cups on Delta was a classy touch, not often you see this in first).
Ben - You make a good point, but Kirby likel eats (and probably values) meals while flying EU-US, and he's probably also eaten on transcon flights as well, so it's hard to attribute the lack of investment to one specific portion of Kirby's flying.
Yet another reason not to fly United on our forthcoming U.S. trip.
He knows there is nothing to be excited about UA catering.
These days, airplane food is so disgusting I cannot believe anyone even thinks about eating it. I can see having Caviar in First, but the rest of it is just so bad. High sodium.carb meals are also the absolute worst to have at high altitude.
On our recent trip, AF and SQ served excellent cuisine in F. World Class airlines serve some mighty fine food thank you.
With United and Delta having business-class lounges that feature ala carte dining at many airports serving short transatlantic flights, the airlines should offer an incentive for passengers to skip the in-flight dinner. There's really no need to eat dinner at 9 pm Eastern on a flight of 5.5. or 6 hours. Especially when they start serving breakfast 90 minutes before arrival.
It's a bit like that McDonalds CEO whose video of him attempting to eat a Big Mac went viral - he looked like he'd never eaten a burger in his life, nibbling around the edges like a hamster.
You are what you eat! Lol!