Hello from San Francisco, as I’m currently wrapping up my review trip! I just flew United Airlines’ Boeing 777-300ER Polaris business class on the short 8hr15min flight from Tokyo (NRT) to San Francisco (SFO).
It had been years since I’ve flown United Polaris business class on the 777, so I figured it was time to take an updated look at how it’s holding up. I’m trying to review more long haul US airline products, since I realize these kinds of reviews are useful, even if they’re not the most aspirational.
While United Polaris business class isn’t perfect, I like the product a lot, on balance. United’s Polaris business class seat are good (but not great), and on top of that, the airline has excellent product consistency throughout the fleet. Furthermore, United’s bedding is the best in the industry, and the entertainment is reasonably good.
What’s unfortunate is the extent to which Polaris business class catering has gotten worse over the years. But that was made up for by the excellent crew I had on this flight, though like on all US airlines, service is consistently inconsistent.
While I’ll have a full trip report soon, in this post I wanted to share some initial impressions of the experience.
In this post:
United’s 777 Polaris business class seats are solid
The Boeing 777-300ER I was flying featured 60 Polaris business class seats (United’s premium cabins are massive!), in a staggered configuration. If possible, I recommend snagging one of the “true” window seats, which offer the most privacy, and the best views out the window.
At this point United’s Polaris business class seats aren’t cutting edge anymore, though they’re competitive, and quite comfortable. What impresses me the most about Polaris is the product consistency that United offers. The airline has these seats on all of its long haul international 767s, 777s, and 787s — United only has a subset of high density 777s that don’t have these seats.
That level of consistency is incredibly rare. It’s not something you’ll find at American or Delta, and for that matter, it’s something you won’t find on most top foreign airlines. There’s something to be said for knowing exactly what to expect when you board a flight, and to me, that bumps Polaris up a few notches.
In addition to the great seat, United also has extensive entertainment, with a huge variety of movies and TV shows, so it shouldn’t be hard to stay entertained. Furthermore, United’s Wi-Fi on international flights is fine, in my experience.
United’s Polaris bedding is the best in the industry
As I always say, the most important thing about a good business class experience is the seat. As an extension of that, I think good bedding also makes a huge difference in terms of making the most of that seat. United has what’s without a doubt the world’s best bedding in business class, in partnership with Saks Fifth Avenue. This helps turn the seat into a comfortable sanctuary when reclined.
This includes a standard pillow, a cooling gel pillow, a day blanket, and a duvet. It amazes me how United beats even the top international airlines when it comes to bedding. Honestly, I think bedding is the most underrated soft product investment airlines can make, and it’s not even that expensive to offer, since it’s reusable.
What I was much less impressed by was the Therabody amenity kit, which comes in the form of a “belt bag” (aka fanny pack). I know a certain subset of the fashion world claims that fanny packs are making a comeback, but I don’t think these amenity kits are going to be leading the way for that.
I mean, this would be a great amenity kit on a German bus tour, but for a business class amenity kit on a US airline? Nope…
United’s Polaris business class catering isn’t good
When United Polaris first launched many years ago, a big aspect of this was a completely revamped food and beverage experience. United had everything from a chocolate upon boarding, to wine flights. Goodness, how United has backtracked on that. At this point, I’d say United’s business class catering is worse than American’s, which is saying a lot.
On this flight, dinner was served after takeoff, while breakfast was served before landing. Dinner service began with drinks and mixed nuts (I just had a Diet Coke to drink, but for those wondering, United’s current business class bubbles are Champagne Heidsieck Monopole Blue Top Brut)
While there were theoretically two choices for the appetizer, there was no choice anymore when they got to my seat, so I had the steamed scallop and crab with dried tomato, polenta, tapenade paste, and basil mayonnaise. This was also served with a “baby red leafy” green salad, and a stale roll.
I’m sorry, the appetizer just wasn’t good at all, and I’m someone who likes scallop and crab. It was just… flavorless and mushy. When airlines clearly have low budgets for catering, I wish they stuck to the basics, rather than trying to execute that they can’t do properly, like this. 
For the main course, I had the tofu isobeage, with Japanese pepper, happo carrots, taro, shishito peppers, rice, and teriyaki sauce (see OMAAT complainers, still no fish). 😉 I love tofu and that dish sounded quite appealing to me, but it was just painfully bland. With the exception of the teriyaki sauce, the whole dish tasted like nothing.
Also, I’m not sure whether to be impressed that the presentation was semi-decent, or to think that it looks like one of those plastic meal displays outside a restaurant in Japan.
For dessert there was the choice of an ice cream sundae, strawberry mousse, or a cheese plate, and I chose the ice cream. That was about the only part of the meal that was decent.
Then breakfast was served before landing. There was both a Western and Japanese option, though they were out of the Japanese option by the time they got to my seat, so I had the Western option, which was… Belgian waffles with caramelized peaches and toasted pecans.
My gosh, talk about an indulgent breakfast (especially when there’s no choice!), hours after most passengers had an ice cream sundae. It just seems weird to feed a bunch of adults waffles, but then again, perhaps that reflects preferences in the US…
A good crew can make all the difference
The only thing consistent about service at US airlines is that it’s inconsistent. I find that to equally be true on American and United, while Delta on average has a somewhat higher standard of service.
The good news is that on this flight I had a phenomenal flight attendant. Rahul was working the section of the Polaris cabin I was in, and he exemplified what I’d consider perfect service to be at a US airline. It’s not that he was overly formal, but he was kind, genuine, efficient, proactive, and personable.
At a US airline, that’s exactly what I hope for, so I was delighted by the job he did. At the end of the flight, I thanked him for his great service, and he simply responded by saying “I’m just doing my job.” I liked his attitude. It’s worth noting that I’ve now had two long haul flights in a row on US airlines with great service — I also had an excellent experience on my recent American 777 business class flight.
Bottom line
I had a great flight in United’s 777 Polaris business class. The seats were comfortable, the entertainment was great, the bedding was unbeatable, and the service was very friendly. United’s business class catering sure has nosedived since the Polaris concept was announced, though.
All things considered, I’d fly Polaris again in a heartbeat, especially if I lucked out with a good crew. But either way, on United you at least know exactly what to expect in terms of the seat and bedding, and that’s a point of differentiation, if you ask me.
What’s your take on United’s 777 Polaris business class?
I recently flew Polaris from CPT to EWR, over 16 hrs. I agree, the catering and food service was sorely lacking. Also I don’t agree with setting the entire tray down all at once. It’s not like they were rushed for time. I used to work for PanAm and on a 16 hr flight the first class service was 7 carts done table side. I know this isn’t First Class, but I also flew Qatar and SQ and their business class service was far far superior.
Doesn't seem like a great flight to me, and the seat I really don't care about. DELTA and AA both have similar seat products with lines of privacy.
The food really can make or break a flight if you ask me. I remember flying UA p.s. service in business out of Kennedy back in 2010 and getting better food than this to L.A.
I can't understand why United won't refused to provide better catering. Just pass the cost on to the customer! The customer wants better, and will pay the extra! Enough is enough. Give us higher quality catering!
My sentiments exactly - great seat, bad food, everything else is ok.
If you haven't already, I'd encourage you to write in about the excellent service from Rahul. It supposedly gets shared with the crew member and their manager and can help them out!
I know y'all love to dunk on Tim for his love of Delta. But objectively speaking, Delta has the best catering out of the US3. Their pre-order system is great and offers tons of unique dishes as well.
JetBlue unironically has the best catering in all of North America, and probably beats a lot of the TATL competition to be quite honest. Maybe tied with Air France, Virgin Atlantic, or Turkish Airlines.
Every flight to and from Japan they run out of meal options. Getting the Japanese breakfast is almost impossible. I always book a meal in advance, that way I am assured at least one meal that I like.
Youre entirely too generous to United in your review. It appears nothing has changed in the 18-24 months since my multiple domestic cross-country and international trips in Polaris. Broken armrest, RUDE flight attendants who couldn't be bothered, unide tidiable food, served in one case in the foil hearing pan as they were "under catered" and (WHAT?). When I asked politely with a smile (my usual approach as I realize how priveleged I am to fly...
Youre entirely too generous to United in your review. It appears nothing has changed in the 18-24 months since my multiple domestic cross-country and international trips in Polaris. Broken armrest, RUDE flight attendants who couldn't be bothered, unide tidiable food, served in one case in the foil hearing pan as they were "under catered" and (WHAT?). When I asked politely with a smile (my usual approach as I realize how priveleged I am to fly up front and empathetic to the FAs) I was met with a scowl. Back she came with, yup, a cup of coffee. Cream? Now why would that be on the tray? So I asked for it politely, another scowl in return. On the return from Europe connecting in EWR to LAX I looked out the window as I rushed to my gate to see an ancient plane with large swaths of peeling and missing paint. Never again.
Sounds like legacy Continental crews at their worst :(
United Polaris is mediocre. The seats and the bedding are the best parts of the service. The inflight catering is very disappointing. Better to fly on any Asian airline or Swiss. Would put United above Lufthansa, but that’s not much of a compliment. The best part of United Polaris is the lounge before the flight at SFO. The SFO lounge is the best business lounge in the USA.
My method is eat a fine meal at the Polaris lounge and then sleep during the overnight flight in a comfy seat with great bedding.
Pajamas are available on longer flights and occasionally on shorter flights like yours if you ask.
Why anybody would fly United over ANA or JAL is baffling.
Availability,fare,schedule.
Also gate-to-gate WiFi service, a much much better IFE selection, and ice cream sundaes.
I booked a one-way from KUL to New York in J for this June.
ANA from KUL to JFK was $2,600
ANA from KUL to EWR (connecting in NRT on United) was $1,500
Quite the difference...
As always. Business class good generally looks worse than what an average home cook can do at home.
Dear god. Cold food or soups and stew people. Soups and stew. It's not that hard. What kinda dumb idiots at airlines are in charge of the catering.
Ben, do you know how much they spend per pax on food? That shit looks ridiculous
Surprised by this review. I really don't love the Polaris seat. It's fine. But it's cramped and lacks storage space. I'd take AA long haul reverse herringbone over it any day. Just flew SFO-SIN. Long flight in any seat but I chose the window seats you described and just felt like I was squished into a corner without anywhere to put stuff. Storage space is such an important component of a seat.
The food...
Surprised by this review. I really don't love the Polaris seat. It's fine. But it's cramped and lacks storage space. I'd take AA long haul reverse herringbone over it any day. Just flew SFO-SIN. Long flight in any seat but I chose the window seats you described and just felt like I was squished into a corner without anywhere to put stuff. Storage space is such an important component of a seat.
The food is indeed meh. They could actually make the food better by just upper the quality of the crockery they present it in. It all just looks cheap and tacky right now.
In terms of crew - I've had fairly good experiences. It's highly variable but I've been lucky enough to have crew who smile, joke and come across pretty warm on the long hauls I've started doing with UA recently. Makes a massive difference.
But ultimately - when you're flying business and want the rest. It's all about seat seat seat. And the seat just isn't that great imo.
Bland tofu? Shocking.
Apparently you didnt consider ordering your meal choices in advance, a helpful service offered by United.
I have flown United 777 business class twice recently, and I agree with everything Ben has said. On the Asian airlines the staff is hard working and efficient, On United flights, some of the staff have wonderful personalities. I like the seats, I love the bedding, the food is the low point.
Based on my own experience and those of others at FlyerTalk, United's overseas outstation catering tends to be significantly worse than the catering at their hubs. I got a much better meal in Polaris LAX-HND than I did in Polaris HND-IAD, and have heard similar comments about catering out of Europe. I wonder whether this is because of a lack of oversight, or poor vendor selection, or what.
Cost-cutting, Joe Jones, cost-cutting.
That doesn't explain why the food is so much better departing the US (which is undoubtedly one of the most expensive places in the world to run a catering operation).
Trust me you'd be surprised, there's a lot of collusion against foreign businesses in many, many different countries! Always cheper departing you're own country, i've been around the block, walked the walk, and talked the talk!
Recently did an ewr - sfo/lax - akl, in business, cash fare, food was terrible. And on two legs, they did not come by in advance for dinner order. For one of those legs I ended up with a burger from the economy snack menu. Smashing!
It’s relative. United food is bad across the board
Ben,
Do they still give freshly oven chocolate chip cookies??
They taste very good the last time I try them
I know some very, very Senior people at the company who have Insured me that the cookies are "NO MORE"
Thanks!
Perhaps only tangentially related, but I think my UA experience in 2022 goes to the same underlying corporate attitude that results in school cafeteria-level catering in long-haul J.
United, in their infinite strategic wisdom, classifies the forward cabin on the 10-hour EWR-HNL 77W flight as domestic first, rather than Polaris (it is the Polaris hard product). Wife and I flew up front, teenagers in back (don't judge!). Our food was so ordinary that I don't...
Perhaps only tangentially related, but I think my UA experience in 2022 goes to the same underlying corporate attitude that results in school cafeteria-level catering in long-haul J.
United, in their infinite strategic wisdom, classifies the forward cabin on the 10-hour EWR-HNL 77W flight as domestic first, rather than Polaris (it is the Polaris hard product). Wife and I flew up front, teenagers in back (don't judge!). Our food was so ordinary that I don't remember it at all - so not totally awful, at least. The kicker was that coach passengers were served...drumroll please...exactly one meal on a 10-hour daytime flight; second "service" was a Stroopwafel. By hour 8, our kids were sneaking up to steal food from us.
I am starting to wonder if the bean counters at United and the ones at Boeing went to school together.
More likely completely unrelated. Nice story though, very telling about the culture of a business and respect for the customer.
Reminds me of when I was in Barcelona in the early 1970s and tried octopus for the first time, turned out to be very tough meat with a peculiar taste to it. It was until probably about 2 years ago when I saw my octopus teacher where I learned about what incredible creatures these...
More likely completely unrelated. Nice story though, very telling about the culture of a business and respect for the customer.
Reminds me of when I was in Barcelona in the early 1970s and tried octopus for the first time, turned out to be very tough meat with a peculiar taste to it. It was until probably about 2 years ago when I saw my octopus teacher where I learned about what incredible creatures these really are, no desire to eat it again though the last time was probably nearly 50 years prior to watching this. I can't think of something that illustrates my point better than this.
We recently flew UA in Polaris from IAH to AMS and then returned with them AMS to IAH. I completely agree with this review on every point. We had a fantastic crew, especially on our return. Food was fair at best. United needs to bring back the original Polaris F&B Service which was impressive and is missed … for the airfare charged to me and mileage for my spouse they can afford to add back...
We recently flew UA in Polaris from IAH to AMS and then returned with them AMS to IAH. I completely agree with this review on every point. We had a fantastic crew, especially on our return. Food was fair at best. United needs to bring back the original Polaris F&B Service which was impressive and is missed … for the airfare charged to me and mileage for my spouse they can afford to add back the staff and make it happen! You at least receive a separate appetizer course … on both are flights they presented the appetizer with the the main and this was a longer flight by 2+ hours. Also when will they come up with something to replace or at least alternate with the short rib … perhaps a lobster tail or a filet?
I second your experience with big deductions for completely INEDIBLE food. For $5000 USD plus for a RT business tkt IAH-AMS-IAH on United, I got barely any food that I could eat. Admittedly, I have Type 1 diabetes for over 50 years, so unlike you lucky guys and gals, I can't eat fruit, bread (even if stale), ice cream, carrot, polenta, potatoes, rice, etc. But in both directions on this trip, I couldn't even eat...
I second your experience with big deductions for completely INEDIBLE food. For $5000 USD plus for a RT business tkt IAH-AMS-IAH on United, I got barely any food that I could eat. Admittedly, I have Type 1 diabetes for over 50 years, so unlike you lucky guys and gals, I can't eat fruit, bread (even if stale), ice cream, carrot, polenta, potatoes, rice, etc. But in both directions on this trip, I couldn't even eat the main dish, which WAS protein and fat, which I eat happily. I think it was chicken or fish but it was indistinguishable and the color was sort of pale beige with a sauce that was white-ish. The kicker was that it was served at about 89-90°F so it was almost cold to the touch. .Unbelievable for $5000 in business.
Since then I have stopped traveling long-haul on United. On short 1- or 2-hour flights, I take my own food. But I no long can justify paying that money for a lovely bed and linens, but no decen food for 10 or 11 hours!
In August, going to give SAS a try (before they leave *Alliance) to OSL. HOPEFULLY, if THEY have fish that is cold, it will be smoked.....yummmmm.
Ben,
With all of the griping about airline food - especially on US3 - maybe we can write something objective about the difficulties in catering at 40k feet? For example, my understanding is that "food" (and wine/sparkling) tastes much different in a pressurized plane than on the ground - along with catering at a US hub (for example) might be different than at an international outpost (not to mention the laws that sometime limit...
Ben,
With all of the griping about airline food - especially on US3 - maybe we can write something objective about the difficulties in catering at 40k feet? For example, my understanding is that "food" (and wine/sparkling) tastes much different in a pressurized plane than on the ground - along with catering at a US hub (for example) might be different than at an international outpost (not to mention the laws that sometime limit what can be brought in/out of a country - like why alcohol is served differently pre-departure) - and of course, how food looks is sometimes much different than how it tastes. I am sure there are reasons why foods - like soup and ice cream are very difficult to "get right" on an airplane that extends beyond just having a few pints of Ben and Jerry's or cracking open some Cambell's. Not to mention, the vast differences in preferences, allergies, tastes, etc. I am not sure that boiling live lobster and grilling rib eye at 40k over the pacific is reasonable?
Yet foreign careers seem to have no issues providing great meals.
But how do the Asian airlines (Cathau Pacific, ANA, Singapore, etc., and probably the ME3 NOT have the same problems affecting their food? Maybe 10 flights on various of those airlines...and the food was always a TREAT!!
I think you're being a little too generous in trying to explain away low standards on US-based carriers. Sure, food served at altitude won't taste the same as it does on the ground, but that's no excuse for airlines to serve up something that is one step above Soylent Green. Take the starter that was mentioned in this post that allegedly had scallops in it. Where are the scallops? It seems like some sort of...
I think you're being a little too generous in trying to explain away low standards on US-based carriers. Sure, food served at altitude won't taste the same as it does on the ground, but that's no excuse for airlines to serve up something that is one step above Soylent Green. Take the starter that was mentioned in this post that allegedly had scallops in it. Where are the scallops? It seems like some sort of pasty loaf. This is pure cost-cutting. Other airlines manage that serve something decent and recognisable on TATL flights. My main experience is with Air Canada. While their out-station food isn't anything to get excited about, everything is visually recognisable, tastes as it should, and is of a good enough quality that it wouldn't be confused with something served in a cafeteria.
No seat is good if the table is under the tv and you bump into it because the leg tunnel is not wide enough. That's also the claustrophobic q suites.
You are 100% spot on. Both Polaris and q suite are claustrophobic. I also don't get the fascination with doors. Flew Polaris round trip from Newark to Cape Town. The food was probably some of the worst food I ever had in a premium cabin. Utter garbage. My spouse sitting next to me had great flight attendant. Mine was not so great.
I have to agree. The initial attempt to improve food quality when Polaris was launched has completely evaporated. Food in Polaris, both domestic and international, is sub-standard - fatty and carb heavy. Only the ice cream sundaes can be counted on. I have over 1.6m miles on United, but given the devaluation of all mileage programs, I have zero loyalty to United or any other airline. I like the Polaris seats, so that figures into...
I have to agree. The initial attempt to improve food quality when Polaris was launched has completely evaporated. Food in Polaris, both domestic and international, is sub-standard - fatty and carb heavy. Only the ice cream sundaes can be counted on. I have over 1.6m miles on United, but given the devaluation of all mileage programs, I have zero loyalty to United or any other airline. I like the Polaris seats, so that figures into my choice of airlines, but I pick based on price and convenience of the schedule. (I would also agree the staff on United in Polaris are generally very good, similar in quality to Delta but not at the ANA level).
Flew EWR-LAX rt 787 Polaris last week. The "innie" seats 1,3 5 are much better. Spoke to FA about the food. Apparently they are working on new menus. She admitted catering is sub par. Sundae service is back but everything else feels like a cafeteria meal. After charging 2k+ for a trans conti flight and getting desani and rubber chicken is disappointing.
I found the united club in LA has vastly improved buffet with...
Flew EWR-LAX rt 787 Polaris last week. The "innie" seats 1,3 5 are much better. Spoke to FA about the food. Apparently they are working on new menus. She admitted catering is sub par. Sundae service is back but everything else feels like a cafeteria meal. After charging 2k+ for a trans conti flight and getting desani and rubber chicken is disappointing.
I found the united club in LA has vastly improved buffet with decent food cant say the same for ewr.
I did the ewr-del flight (polaris RT) last NOV which i had similar experience with the catering. Really surprising the Indian menu was better out of EWR than DEL. Bedding is excellent and on UHL they have mattress pads and PJ's.
Agree. I flew Polaris SFO to PPT and back in January and food was restaurant quality (very tasty ravioli pasta and short rib) from SFO but inedible on return from PPT outstation (same dishes - completely different experience). Service was OK on outbound and downright crabby on PPT to SFO too but bedding was nice for a red eye so it didn't matter much.
I flew United on EWR-SFO last summer on a Polaris 77W in J and I thought the meal was quite good. I had the ravioli (which was delicious)! It's an easy enough thing to make and get right.
The food on American carriers ranges from inedible to disgusting. You're way too easy on them. Everything United does has slipped to lower and lowest quality. Meanwhile. they have demolished their award chart to be less valuable than Skypesos, as impossible as that seems. For $2k+ in Biz, I can't get something good to eat? Really United? GFY!
Gosh you're praising the food.
I flew Polaris HND-SFO in Feb, got the Japanese meal and it wasn't terrible. The crew was great and I really enjoyed my flight. Polaris, all things considered is pretty nice. Just BYOF.
FYI, United is catered by Gate Gourmet Japan, part of the Gate Group. They acquired flight kitchen of United Airlines in 2009 (still Narita was United hub).
You keep calling these 8+ hour flights "short" And what's wrong with waffles?
I had the same thought about the so-called "short" flight. Questionable ?
What's wrong with waffles? Really? Even Brussel Airlines don't serve it for breakfast on a transcontinental business flight! Problem with some American (flyers) is some of them have never tasted "great" food. Some care about caviar and $250 champagne, but crappy food is okay! As they say, "Americans will eat anything in between two buns".
LOL, I wouldn't go quite that far, but I agree that US-based airlines are plumbing the depths of what can be acceptable catering in the name of cost cutting. But obv Brussels Airlines doesn't serve waffles for breakfast: only in N. America are waffles considered a breakfast food.
That's a Diabeatus breakfast. Fruit, Sweet waffle, sweet yogurt. Not even a salty sausage to balance out all that sugar.
I agree with sticking to basic food items and doing them well.
I mentioned it elsewhere, but my transpac KIX-SFO Polaris had worse food than my domestic transcon SFO-BOS Jetblue Mint that followed...
The seats were probably the only thing that Polaris had going for it.
Hi, lol so that is actually the problem. JetBlue Mint is not just better than United Polaris they have found a way to be better than Delta and American business class as well. The problem with JetBlue mint is they only fly airbus for transatlantic, and they are insanely limited.
On an absolute scale, JetBlue serves actually good food. On the other hand, United serves dog chow on a tray.
United is definitely facing an issue now where catering is super varied. It's never good (relative to many other airlines J class offering) but there are many flights where I've found the Polaris food actually fairly good. But others are bad. United has acknowledged this, that they're (super...) slowly rolling out improved catering.
Just is not consistent or widespread yet.
I do like the multi-course option now at least, one step in the right direction....
United is definitely facing an issue now where catering is super varied. It's never good (relative to many other airlines J class offering) but there are many flights where I've found the Polaris food actually fairly good. But others are bad. United has acknowledged this, that they're (super...) slowly rolling out improved catering.
Just is not consistent or widespread yet.
I do like the multi-course option now at least, one step in the right direction. Many more to go.
The coursing is only being implemented on flights scheduled at over 9 Hours. It's a step in the right direction but still misses out on virtually all TATL flights between their two largest Atlantic hubs,..EWR and IAD. They really need to improve this by changing it to flights over 7 hours. The all on one tray is becoming truly old and frustrating.
I don't mind one-tray on TATL as speed to finish is important if you want any reasonable sleep. Now I realize that some EU airlines can serve multiple courses and keep it super quick but I don't have faith United would.
Sure, on a flight from IAD to LHR or AMS, as an example, you want to maximize sleep. I can accept that. But on day flights from Europe there is no excuse.
How much more would it really cost to have better catering, especially out of hubs with economies of scales. You could even pass 100% of the cost to the customer and I can’t imagine the extra $20 or whatever is going to cost enough people to pick another carrier when spending $2k+ already
Bingo, Alec. If the bean counters argue that $20 x 10,000 meals (I'm making the numbers up for the sake of discussion) is real money, the product guys should be right there countering with "so raise fares by $20 and make F&B one of our selling points." I can't claim to understand UA's business better than their own execs, but this just seems like such an obvious penny-wise and pound-foolish strategy.
While food is not their strong suit, from my experience it's generally ok, although it has been 8-9 months since my last Polaris flight. I have to say - what Ben got looks absolutely awful and unappetizing.
Your experience matched mine from last summer to Munich and from Rome. Both times I enjoyed the seat/bed and had good crews. But the food … I even made the mistake of ordering the burger for the second meal - never again.
After that I looked at my pictures of my business class meals for Swiss and Lufthansa - both more appealing with a nice presentation with white tablecloths. I rather take the subpar LH/Swiss seats for the better food !
Having flown Turkish Airlines business class for the last couple years since the pandemic ended and then coming back to UNITED Polaris… I was shocked with the presentation of the dinner/lunch service… I feel like I’m in coach. I mean the entire meal served on a tray, I know flight attendant contracts now state fast fast fast. I’m paying this much for UNITED business class international ticket. I think the food service needs to be...
Having flown Turkish Airlines business class for the last couple years since the pandemic ended and then coming back to UNITED Polaris… I was shocked with the presentation of the dinner/lunch service… I feel like I’m in coach. I mean the entire meal served on a tray, I know flight attendant contracts now state fast fast fast. I’m paying this much for UNITED business class international ticket. I think the food service needs to be approved. I agree the betting is the best and the industry better than the Middle Eastern carriers.
I agree with your assessment! My March RTW started with UA DCA EWR B777 Polaris to SFO. The SFO to CHC on B787-9. Had row 1 Polaris on both flights. As I told the Purser, the remaining flights (QR & EY First) might have better seats and definitely better food, but not as Fun Flight Attendants. Also on United, eat in the Polaris Lounge
Partly probably because I am a fan of Jonny Jet’s bring chocolates for the crew ;-)
What is not discussed enough is how Polaris offers the best seating option of any airline for couples traveling together. It makes the flight a lot more fun. Reverse herringbone seats, staggered configurations etc. don't hold a candle to the odd numbered rows in Polaris. The next best option is the Turkish 777s but Polaris is more private and the seat back entertainment is closer and crisper. I am flying on a Turkish 787 next...
What is not discussed enough is how Polaris offers the best seating option of any airline for couples traveling together. It makes the flight a lot more fun. Reverse herringbone seats, staggered configurations etc. don't hold a candle to the odd numbered rows in Polaris. The next best option is the Turkish 777s but Polaris is more private and the seat back entertainment is closer and crisper. I am flying on a Turkish 787 next month and am dreading it. For some reason, the seat shell protrudes around your head making you lean forward if you want to talk to your spouse, girlfriend, friend etc. This is a big deal for many. For this reason, UA Polaris is my top choice.
I flew Turkish 787 biz class last year from
Istanbul to Washington. I was very excited. But left disappointed. The seat was uncomfortable and narrow, I hated the shell. The service was indifferent and slow. Food was ok. I'd have way preferred the Polaris seat and entertainment options. It was a major disappointment. I hear you.
This is why I never sit at the back, so I can get my choice of appetizers and second meals.
Also, a waffle in theory isn't bad as a breakfast option, when it is executed well. The one in your pic just looks so...cheap, for lack of a better word.
The whole Polaris experience as really, really regressed. I remember when it first rolled out, it felt super premium. The Polaris lounges had more highly elevated bars (remember ORD had a self-serve whiskey area with some great pours).
On the plane, the experience can be brutal. I have had a few really bad crews as of late. I was told a dinner entree wasn't available to later see a flight attendant eating it in the...
The whole Polaris experience as really, really regressed. I remember when it first rolled out, it felt super premium. The Polaris lounges had more highly elevated bars (remember ORD had a self-serve whiskey area with some great pours).
On the plane, the experience can be brutal. I have had a few really bad crews as of late. I was told a dinner entree wasn't available to later see a flight attendant eating it in the galley while being obnoxiously loud with co-workers. The food has universally been BAD on Polaris flights since COVID (seemed like it was an excuse to roll back service, and they just kept it), but it still sucked that it felt like flight attendants were hoarding meals. I didn't say anything / wouldn't create a stink either way, but woof.
Maybe they're just hoping that people will eat in the lounge and decline catering altogether?
I mean, that's exactly my move - get to the Polaris Lounges early (ORD gets slammed in advance of all the 6pm flights to Europe) and go right to sleep on the plane. At least at LHR the Arrivals Lounge is open and the food there is much better than the plane, so I can skip breakfast onboard and eat something before heading into the city.
Admittedly harder at an outstation (GRU, as someone...
I mean, that's exactly my move - get to the Polaris Lounges early (ORD gets slammed in advance of all the 6pm flights to Europe) and go right to sleep on the plane. At least at LHR the Arrivals Lounge is open and the food there is much better than the plane, so I can skip breakfast onboard and eat something before heading into the city.
Admittedly harder at an outstation (GRU, as someone noted), but I pay for - or use PlusPoints - for the seat, primarily. And that's very strong at UA, especially with the bedding as Ben noted.
I don't know if that is their strategy but that's exactly my plan for tonight, 7 pm departure out of IAD with a 10 hour flight. I'll eat in the lounge, skip meal service on the plane, and sleep after we get going.
Seat comfort is relative. Polaris is a bit cramped but it beats the hell out of being jammed in the back.
"All things considered, I’d fly Polaris again in a heartbeat, especially if I lucked out with a good crew."
While looking at award availability, I somehow missed the "operated by a good crew" filter.
Search "Asian airlines..."
Parnel what are you talking about. Just flew YUL ATH YYZ on AC and the meals were amazing. Puts AA UA and DL to shame.
UA 2MM here. Haven’t paid money for long haul UA Polaris in years because the food just gives me the ick. I don’t buy flights primarily on the basis of catering but when they fall below a line, I won’t buy them. This is below the line and has been for a long time.
This is a niche gripe probably but does anyone else find the royal blue table cloths united has in Polaris to just look cheep and cheesy? It looks like something you'd see in a hospital or on a Carnival cruise. Just looks low end, but a I guess it matches the food at least...
I agree. It just feels cheap
Totally agree. And it would be so easy to swap them with a white one with the United logo too.
Blue is not an appetizing color to associate with food. Serving meals in a bowl - especially the depression glass bowls they use - makes it worse. Soup or noodles are the only things that make sense in a bowl to me.
White linen and china plates would help a bit.
United has updated their catering scene this month which includes “coursing” the appetizer service, but sadly the quality of their food offering remains dismal.
Agree that AA offerings are better across the board.
United in their attempt to appear more elevated in their offerings, has very strange menu items when in fact I assume most people would just prefer something simple with better quality.
Hoping United leadership is reading!
Coursing will be on flights nine hours or more. A very large percentage of the TATL flights are still going to suffer the all on one tray meal. It's awful.
For “shorter” overnight flights it’s nice to get the UA meal done with quickly
I flew Polaris in March out of GRU and had the exact same experience. The bedding was very comfortable, which was great because it was an overnight flight. The food on the other hand was bland as could be, just like you experienced.
Kind of surprising that with one Japanese and one Western breakfast choice (and not enough catered for everyone to have a choice), the "Western" choice isn't something standard like an omelette.
Bean counter Scott Kirby keeps saying food is improving but it is not. United Airline's food is school cafeteria level bad.
All North American airlines have crap food in Business Class. However Air Canada has probably got the worst between AA UA and Delta. And with ACs pathetic on Time performance it a long time to suffer food
So true, Parny! CONTINENTAL DISGRACE!
Agree 100%, when compared to ME3 and Asian airlines. No comparison!
One of the best European airlines to serve awesome food and drink service on board is in ITA (business). Even food in Air France seems like a "Michelin-rated Meal" when compared to what is served in US airlines. TAP and Iberia business also serves much better food than them.
The breakfast looks like a coach breakfast. If that was biz food, wonder what the coach breakfast looked like?
It looks the same. I have gotten that same looking waffle in the back, but instead of being plated it's in a plastic tray.
They were starting to improve the food in early summer 2023, but by September it was bad again.
I do think the wine/champagne selection is pretty good.
Totally agreed! I was on a Polaris flight last week for the first time since COVID, standard of food has dropped significantly.