12 Things United Airlines Does Well

Filed Under: United
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Yesterday I wrote a post sharing 11 things that American Airlines does really well. I figured it was only fair that I write such a post, given that I criticize the airline a fair bit.

While I write all the time about the great things that Delta is doing, I wanted to also write a post about the things that I think United does well.

In no particular order, here are 12 things I like about United Airlines:

Polaris Lounges

United Polaris Lounges are hands down the best international business class lounges offered by any US airlines. The lounges are spectacular, with incredible attention paid to design. The lounges also have a la carte dining, custom made espresso drinks, and more.

The only downside is that United has strict access requirements, as you can only use them when flying Star Alliance first or business class — no status level will get you into these lounges.

United Polaris Lounge Newark

Polaris bedding & amenities

While United is in the process of installing new Polaris seats throughout their fleet, the reality is that they have a long way to go. As of now their longest flights are all operated by planes with the old business class seats, which aren’t competitive.

Fortunately all long haul flights have United’s new Polaris soft product, and the bedding and amenities are exceptional. United has the best bedding of any airline in business class, and on some long haul flights they even have pajamas.

United Polaris bedding

Bigger business class cabins

While American and Delta are generally installing smaller business class cabins on their long haul planes, United is going the opposite direction, and that’s great news, both for award tickets and upgrades.

For example, their 777-300s have 60 Polaris seats, their reconfigured 777-200s have 50 Polaris seats, and their reconfigured 767-300s have 30-46 Polaris seats.

United Polaris cabin 777-300ER

Route network & ultra long haul flying

Of course everyone will have different opinions about which airline has the best route network based on where they live and where they like to travel.

However, personally I think United has the most global route network. Not only that, but I appreciate that they’re willing to try ultra long haul flights, which American and Delta shy away from.

So from San Francisco to Singapore, to Houston to Sydney, to Newark to Delhi, to Washington to Tel Aviv, to Newark to Cape Town (coming later this year), United has a really spectacular route network.

United 777-300ER

United app & website

United has an excellent app. I’m not sure I’d say it’s better than Delta’s, but it’s in the same league, and way better than American’s. It’s great for everything from push notifications to viewing upgrade status to making changes.

For that matter, United’s IT in general is pretty good when it comes to the ability to service reservations online.

I also like that United gives you a detailed explanation of why your flight is delayed, unlike American and Delta.

Online award search

While I think the value proposition of redeeming United miles is worse than ever before with dynamic award pricing taking effect, I at least have to give United credit for making it fairly easy to search and book awards through their website.

They’re the only one of the “big three” US airlines that typically shows all partner award space online.

No fuel surcharges on any MileagePlus partners

Again, I don’t think there’s much of a competitive advantage when it comes to MileagePlus redemption rates nowadays, though unlike American AAdvantage and Delta SkyMiles, United doesn’t pass on carrier imposed surcharges for award redemptions on any partner airlines. I appreciate that as a concept.

Redeem United miles on Lufthansa without surcharges

Stopovers on award tickets

Of the “big three” US airline programs, MileagePlus is the only one to allow complimentary stopovers. American and Delta both used to offer stopovers on award tickets, while they no longer do. Meanwhile with United you’re permitted one stopover on a roundtrip international award ticket.

With United’s new dynamic award pricing, it will be tougher to actually determine if you’re getting a free stopover, since pricing is no longer published.

Enjoy a free stopover on a MileagePlus award ticket

MileagePlus miles are easy to earn

United is transfer partners with Chase Ultimate Rewards, meaning that United miles are easy to come by thanks to instant transfers.

This is an advantage over American AAdvantage, since they don’t partner with any transferrable points currency. Meanwhile Delta SkyMiles partners with Amex Membership Rewards, though you do have to pay a federal excise tax when transferring points.

Earn United miles with the following cards:

Million miler status

While I don’t think MileagePlus as such is a competitive advantage, their million miler program is by far the best of the “big three” US airlines. There are four thresholds:

  • Lifetime Gold at 1MM
  • Lifetime Platinum at 2MM
  • Lifetime 1K at 3MM
  • Lifetime Global Services at 4MM

That’s great in and of itself, but the icing on the cake is that you can also appoint a companion to have that status.

This is significantly better than Delta’s million miler program, and infinitely better than American’s million miler program, which is abysmal.

Get valuable elite status for life for you and a companion

Same day flight changes

United has one of the best same day flight change policies of any airline, which can be useful if your plans change last minute, or if you’re just trying to find the cheapest fare with the hope of later changing.

Premier Gold members and above can make the change for free (Premier Silvers and non-elites have to pay $75), and you can even change your connecting city when making such a change.

You can also change to a flight within 24 hours, so you can fly on a different calendar day.

I’d say United’s policy is slightly better than Delta’s, and significantly better than American’s.

United has a great same day flight change policy

Star Alliance

While I prefer oneworld Emerald status to any Star Alliance status, Star Alliance is the world’s largest airline alliance. So being able to earn and redeem miles on the alliance that’s the largest is a big draw to United.

Bottom line

To be honest, when I started writing this post I could only think of a handful of positive things about United, but after asking on Twitter, lots of you pointed out things that United does really well.

Unfortunately noticeably absent are three things — the people, the domestic flying experience, and high speed Wi-Fi.

I’m curious to hear what you guys think — what do you think United Airlines does well?

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  1. I wonder how long the list would be if you did a “What United does badly” list. As someone that flies often between NYC area and Europe I wish they would get their act together with the Polaris seat upgrade. It’s taking forever!

  2. You could have summarized it in 2 words:
    Star Alliance
    As much as it hate United I keep coming back. Damm Star Alliance.

  3. What United does poorly: Newark Airport. I’d consider flying them as main airline, but Newark remains a dump. Also, you have to buy club access through their own card or outright.

  4. A very fair evaluation, Ben. I think you left out a big downside for MileagePlus though, which is their non PQM earnings for all partner flights not ticketed through them. It’s a huge disadvantage compared to AA and DL.

  5. UA’s million miler status is actually even better than you note — not only does your companion get your million mile status (i.e. Gold after 1MM miles), but they actually match your status, whatever it is. So if you earn Global Services, as long as you have at least 1MM, your companion is Global Services for as long as you are.

    The downside is that UA is by far the strictest on which miles count toward million miler, counting only UA flights and excluding class-of-service PQM bonuses.

  6. A couple other things to add to that list – United’s new A319/A320/757-300 first class seats are better than any other non-flat domestic first class seat because of the way they recline. Also, even with the new award changes on United, I see much more saver award space on long-haul flight business class on United than I do on Delta and maybe a bit more than on American, especially on partner airlines. Overall, I think that United is best for people like me who travel often, but not enough to get top tier status, because upgrades are much more likely to occur on United due to large premium cabins and award space still is relatively cheap and easy to find.

  7. I like that United has switched a lot of east coast connection flying from Newark to Dulles. This is not only a smart move by United since Dulles is further away from DC then Reagan it also benefits me personally. Some of the smaller cities that were switched over to Dulles like Lexington and Asheville are of interest to me. I also like that United does not usually switch hubs with planes throughout the day. The plane usually comes back and forth between the same hub. This way if Chicago is bad it does not affect Dulles flights. I love Turkish airlines (Star Alliance) and the reliability of United at Dulles. I switched over most flying to Southwest because of all the incidents United had, but it is not as beneficial mileage wise. I will take United at Dulles any day over American at Reagan even though it is further away.

  8. United’s Excursionist Perk on award tickets stretches any award redemptions much farther. I’m surprised this wasn’t included.

  9. Even when grudgingly listing things United does better, the author cannot stop shilling for Delta. More than half of the categories above start with “Delta is great at it….but United kinda kicks their butt” or a variation thereof.

    Get off the Delta train (plane?). All airlines suck. Just say who does what better and leave it at that. Biased opinions are not very useful opinions.

  10. @keitherson Is this new? Earned status last year on an AC ticketed and AC metal mileage run.

  11. @ Flyoften — In most sections I try to be thorough and compare them to their biggest competitors. Do you notice there are also sections where I say that United beats Delta by a long shot? This isn’t me “shilling” for Delta (I’m not sure to what end you’d suggest I’m doing that?), but rather trying to be balanced. And the reality is that Delta *is* better in many ways.

  12. All the reasons I shifted United to my second choice over Delta. I really do, despite what others imagine, find them to be the best of the Big Three (I can live with crap Internet for a few hours). The only reason I have not switched to them as my first choice is that I try to avoid Dulles for anything but intl. and American has a much better schedule and system out of DCA. As well, for frequent back and forths to Brazil I have more options with American/TAM. But watch out as United and Delta are both growing there with an almost equal presence – each aligning with Azul and Gol respectively and flights from nearly all their U.S. hubs to GRU.

  13. Many of these 10 things are very important to me. Of the three you mention that United does badly – the people, domestic flying and wifi – only one is important to me (the people) and it’s not that important. So UA works well for my purposes.

  14. I am Plat on UA and DL and United has a MUCH better same day change policy. DL is extremely stingy with opening up fare buckets last minute whereas if United has open seats, they often open up fare buckets last minute. I can reasonably expect to do SDC on UA and never expect to be able to SDC on DL.

  15. I’m curious about your statement about preferring Oneworld Emerald status. Do you mind doing a similar comparison of the major alliances and their elite tiers? Also, in the age of JVs, could you touch upon whether they’re still relevant today?

  16. UA has an that they absolutely shine in Asia with its *A partners especially. I think that’s going to hurt DAL and AA heading into the future. I would say that their European presence is quite strong as well. Only DAL only edges them out in terms of lights, but again, UA has better partners there too.

  17. I also like that you can apply RPUs and GPUs on the United website and most of the time, if there is available space, they will clear right away. Having to call Delta for this is kind of archaic.

    Same with the SDC, the United app and website make it so easy. Sometimes TOO easy, I’ve put myself on flights leaving 24 hours before I thought I was leaving a few times before. Thankfully a quick call to CS has solved this.

  18. I have actually had more positive experiences with the app and the in-flight product on United than with DL or AA (AA is by far my least favorite airline…in the world). I also find that UA hubs are some of my favorite destinations – SFO, IAH, ORD, NRT to name the four major hubs.

  19. When did you get un-banned from United? And how? I get the sense that there’s an interesting story there.

  20. The only additional point I would make is that I don’t actually think Delta is so far superior that no matter your priorities, they are the best option. For example, if you made a “15 things Delta does well” list, for any given person looking across the Delta, United, and American lists – depending on their personal priorities they could skew to any airline among the 3.

    I live in Chicago, value same-day change and the ability to self-serve issues in the app (despite being 1K), and really like United’s star alliance partners. For me that drives United as the clear winner of the 3 and American’s lack of self-service and same-day flight change flexibility drives me crazy. Other individuals’ priorities could put United clearly in last place on the other hand depending on preferences.

    The one area where United really should be doing better is consistency of flight attendant service. I’ve predominantly done long-haul business class flying this year and while I’ve had many flights with exceptional flight attendants, I’ve also had a number of flights with apathetic or mildly hostile FA’s (curt replies if I ask for something during boarding and they’re getting overwhelmed, exasperated replies asking for a 2nd meal choice when I note that 1K’s are supposed to get first meal preference when possible, etc.). There’s absolutely no excuse to not offer great service to a cabin of customers paying ~$3,000-6,000 per seat especially with reasonable requests (I haven’t noticed any egregious behavior or requests on my predominantly business filled flights this year).

  21. Number one on my list of complaints about United though would be how hard it is to use GPU’s. Between the fare class minimum and lack of PN availability it’s incredibly difficult to use those instruments. I’d rather have fewer and be able to apply them. Hopefully hitting GS this year though which will make it much easier.

  22. United airlines terrible,2018 going to Florida,plane not cleaned,waited for 1 hrs for it to be done,boarded then told captain run out of flying hrs,we were sent to Newark airport had to pay ourselves taxi $200, spent fifteen hrs in airport till next morning for flight,lost 1 days holiday,they will not acknowledge my complaint,rental car was cancelled as we didn’t arrive to collect,absolute shite company,still fighting I am not going to give up

  23. UAs SDC policy is huge in my mind. I appreciate not only the flexibility but how transparent it is. If the fare class is open you can take the flight. Period. No routing rules and no opaque buckets like AA has implemented — actually I still can’t tell you wtf AA did or why. With UA I just get to get home sooner.

  24. I don’t kept my status with United because of StarAlliance and their hub at Dulles. Minus that, I would have left them a long time ago.
    They are no match to their partners when it comes to International flights!

  25. And for the underperform list:

    United Express (timeliness, CRJ200, surly ground staff, no jetbridges at IAH)
    Channel 9 availability
    unrealistic Minimum Connection Times
    no pre-ordering of meals
    devaluation of miles, removal of award charts
    lack of CPU’s for 1K actually clearing or clearing at advertised window
    lack of GPU availability at time of booking

  26. I’d consider the new narrowbody domestic F seats to actually be a net negative…yes, they have power and a random slot to put a laptop in, but the ergonomics are terrible, cushioning is minimal, and the tray table is already a nightmare to get in and out.

  27. I fly twice a week on United almost every week of the year – I’d say the best things they do are get me to my destination on-time and safe. Thanks United! Keep up the good work!

  28. I’d also add extra legroom economy seats. UA has far more economy plus seating compared to Delta and American. Plus, UA does not treat extra legroom economy as a separate booking class the way Delta does, which means Gold level and up elites can book E+ anytime for free instead of hoping to upgrade into it.

  29. I believe you incorrectly stated that American has no transfer partners. Marriott Bonvoy points transfer into American and almost any airline you might want to fly.

    I did see that someone did add the information about the excursion advantage to their award tickets.

  30. The United MileagePlus App is also a great way to stockpile miles with every day purchases. Coupled with the MileagePlus credit card, where you get a 25% bonus on miles, I always find that just through typical spending I’m able to rack up 10k+ miles/year through the app.

  31. I love how the United app will give show a detailed reason why your flight was delayed, a delightfully groveling apology, and then finish with something like “(Arrived at gate 4 minutes late)”.

  32. I hope United improved but I will never fly them again. Six years ago my father was very ill and I was stuck in Dulles en route to Toronto for 17 hours. First they canceled the flight for no apparent reason (no weather, most likely a lack of passengers). I waited from 8pm to almost 1am when they finally delayed it to the next day. I asked for a hotel voucher and the person in charge said why don’t you just stay at the airport because your flight will leave at 7am. I got into a heated argument with him because at that time I found out my father already passed away. He literally flashed his badge to my face and said, “this is my name, go and file a complaint”. The flight did not leave until 11am the next day, I wrote to United and they never responded. Every time I see Oscar Munoz and United commercials, just add insults to injury.

  33. I do fly quite a bit myself, but I book flights for mission teams nearly every day for my job. United by far has the best online booking process- easy to find flights, easy to make changes, easy to cancel/rebook, etc. all online! American makes it virtually impossible to change, cancel, or rebook tickets online, making for long wait-times on the phone (and usually incompetent customer service agents). Delta is ok, but my biggest complaint is not being able to book flights that come up on google flights. I often book multi-city trips with an overnight layover, but I almost always have to book these through Orbitz or Priceline for Delta because the flight will not come up on their website.

  34. For all the reasons stated above that is why I am switching back to UA (from AA) with LT 1K status.

    With all the changes at AA – in qualification and awards, reduced business seats, reduced MCE seating, tighter pitch, and now TODs coming. UA looks more attractive.

    AA EXP was good while it lasted but EXP upgrades have dropped significantly and will be worst with AA TODs. And if the EXP SWU eventually only do upgrade to Premium Economy then that would be another factor.

  35. I love United and they’re starting to become the leader whilst American is racing to the bottom….

  36. On the positive side…

    If you have either 1K or GS status, United is generally very accommodating in terms of dealing with IRROPS situations, even over the phone.

    I’ll second the notion that the companion status for million miler flyers is really great.

    In terms of the Polaris upgrades…

    Much has been said about the fact that many of the ultra long distance flights are on aircraft that have “old United business class seats.” (The new 777-300ER and 787-10 aircraft come from the factory with the new Polaris seats!) The fact is that there are two flavours of such “old” seats. The really old seats were on the pre-merger United 747 (now retired), 777-200, and 767-300ER aircraft. Those aircraft are the first to be retrofitted with the Polaris seats. As of today 50% and 61% of the international pmUA 767-300ER and 777-200 fleets respectively have been retrofitted with Polaris business class. The pre-merger Continental 777-200 as well as the 787-8 and 787-9 “old” business class seats are much newer, roomier, and much more comfortable than the pmUA seats — that’s why they have lower priority for upgrades. Quite frankly, having taken some cross-pacific flights in business class on United 787-9 aircraft, I prefer those seats to what Lufthansa is promoting as their new business class seats. Although I obviously wish that United could/would speed up the retrofits, I think they got the priority as to what got upgraded first correct.

    In terms of Polaris service…

    There is a big difference between the Polaris “hard product” – the seats and bedding and the “soft product” – meals and amenities. United has significantly cut back on the quality of meals, drinks, etc. for its Polaris service since the whole concept was first introduced. Wine selections are down to two white and two red at best. Liqueurs have been slashed (I really love Grand Marnier, but its gone now). The “wine fleet” tasting is long gone. Salads and entrés are pre-plated in the commissary and now remind you of steerage class meals of twenty years ago. Quality, freshness, and presentation are very poor. The signature ice cream sundae deserts use a very low quality, generic vanilla ice cream with very little vanilla flavor! As part of this downgrade, they cut one FA from the business class cabin (supposedly less work to be done in plating food and rolling salad carts down the aisle). FAs that I have spoken with really dislike these changes as they feel it reflects badly on the service they provide to their passengers.

    In terms of redeeming “miles” for free flights…

    The Mileage Plus program is a scam in that United can “print up” and award or sell as many “miles” as it wants to and then arbitrarily and capriciously devalue the miles. The latest “changes that you will like” in terms of eliminating the awards chart is only the latest insult. Yeah, you might be able to get a free flight from West Albatross to South Arm Pit midday Wednesday in steerage for 5,000 miles, but charging 360,000 and up miles one way for an international business seat from let’s say SFO to NRT is outrageous!

    In terms of upgrades…

    Unless you have Global Services status, the global and regional upgrades not to mention the “unlimited” complimentary upgrades simply don’t occur, especially for transcontinental and international flights. At least from SFO, United can very easily fill business class (and premiere economy when available) without dipping into the upgrade list. Who wants to sit in 10-across steerage for 8 to 14 hours in an aluminum tube?

    All that having been said, if SFO is your home base (and you don’t wish to have change flights someplace else in the states for international travel), you have status with United, and your company will pay for international business class, you really don’t have much choice. United and *A partners can get you almost anywhere without too much hassle.

  37. I retired from the USG a bit over four years ago but prior to that I used to fly a lot of long-haul, mostly on United as they held the USG contract fares for my various postings. I was pretty much ambivalent about UA although, flying multiple times ORD/HKG/ORD upstairs in their B747 was more than acceptable.

    In March we took our first overseas trip in 2 1/2 years and we rode the UA B789 SFO/SYD and we we seriously impressed. The SFO Polaris Lounge was impressive, the new seating and bedding was perfect and the crew was as good as I have experienced including on SQ, CX, TG and QF.

    We were surprised at how easy it was to sleep and how little jet lag we experienced after a 15 hour flight across the Pacific.

    I understand how easy it is to be critical of UA (and other US airlines) but credit when it’s due.

  38. Been retired for five years from a job that required frequent flights and I’ve tried to avoid flying since then because I’ve grown to hate the nastiness of the whole process. Two weeks ago, my daughter and I tried to catch a United flight from Newark to Quebec City for a brief vacation. It was every bit as unpleasant as I remembered. In fact, it was a disaster. After waiting for six hours crowded into the nightmare of Terminal A in Newark, with several gate changes (try to keep up with those if you can; the PA system in EWR is a disgrace), we were informed the flight was canceled with no alternative. UA agent was rude and lied to us; we ended up driving to Quebec and we’re still trying to get reimbursed the $30 apiece they charged for luggage. I’ll never fly UA again unless I absolutely have no alternative.

  39. The benefits with United, in my experience, really depends on your status level. I have gone from silver to platinum status and it really gets good at platinum. One change I’ve noticed is I can often find seat availability much more easily to book a flight with miles, Especially for their saver fares which are an
    amazing value. I have also found that United personnel will work with a platinum member to modify same day. Lastly, although I had many dissatisfactions with United’s approach to certain issues, more recently, I have found recently that their frontline staff, whether it be reservation agents or personnel at the airport or on the plane really seem to of had an attitude adjustment as long as I can be friendly they certainly Can too. and then some.

  40. As a *A Gold, sure, I wish I had Polaris lounge access. But in the special cases where I am a *A Business Class passenger, I am very thankful that no status gets you into the lounge.

    When I visited the SFO one earlier this year, there was space at the bar and in the restaurant when I wanted to go to both, never a wait for a bathroom and even no wait for a shower. I doubt this would be the case if the lounge was flooded with status holders.

    I recently visited the Cathay Pier and Wing lounges as a First Class passenger. In the evening (8 pm) all the Spa treatments in the Pier had been booked for the night, and the wait for a cabana ended up being over 3 hours. I think it would be prudent for Cathay to at least give their First passengers priority in booking these services over the oneworld Emeralds. The Japan Airlines lounge in Haneda was similarly crowded on a recent Sunday morning; 150 or so people when there were only 24 First seats departing during that timeframe

  41. Interesting article – last summer i sampled the United Polaris loung at Healthrow that was my favourite of the Star Alliance lounges there – always enjoy your balanced airline and lounge reviews: cheers!

  42. I’m London based but grew up flying on United and SAS as a kid. I’m 1K and generally pleased. I fly long haul business class globally and love many of the Star Alliance partners (I’m also PPS club with SQ). Agree that Polaris soft product has gotten significantly worse – worse food than economy meals on some other airlines. FAs are really hit or miss. I usually find the domestic cabin crew to be more consistently pleasant. They need to up their game.

  43. Three things, the first minor. I’ve flown a dozen or so business and first class flights to Europe over the past 15 years, mostly using award points. It’s understandable that such flights count for nothing in United’s scheme of frequent flier perks, but they could at least somehow acknowledge my miles and my allegiance to them. Second, I just learned (ignorance of the law is no excuse) to my surprise that “first class lounges” do not exist. Even with a first class domestic ticket, you do not get into a United lounge! Third, and most aggravating, is that I’m just discovering here in Greece, that although I booked the flight through United, their app provides no information about flight status, etc, because, I assume, they take no responsibility for assisting their Alliance partners in keeping the customer informed.

  44. We fly regularly, Melbourne, Australia to Los Angeles, best feature is that connections are easy, worst feature inflight meals they are crap.As we usually go at the same time each year the meals have not changed for years, a pasta dish and a unidentifiable chicken dish, where is the meat? Not keen on either of the dishes.

  45. “As of now their longest flights are all operated by planes with the old business class seats, which aren’t competitive.” —

    This depends on how you define “longest” flights, since 777-300ER and 777-200 flights from SFO to NRT, TPE, HKG, and PEK are all currently outfitted with the actual (ie, latest) Polaris Business Class seats!

  46. Big thing you are missing: economy plus is not a separate class of service, and as Gold or higher, you can guarantee yourself a seat there (and not have to deal with being “upgraded” from an economy window/aisle to an economy plus middle seat).

    Agree that United’s SDC policy is excellent.

  47. They are good of going from wheels up to touchdown with flying efficiently. Beyond that, they are terrible in on time performance. It is truly a pain wait for a delayed flight at EWR or a flight to. And true they have a great route network that is hard to beat …only reason why I choose to fly United. UA is nowhere near Southwest, jetBlue or another airline when it comes to customer service.

  48. You didn’t mention hot food. In coach on longer flights UA sells decent hot food in coach.

    The absolutely horrid 3 things about United :
    1. The worst seats! Your back is gonna hurt. WTF were they thinking. Delta provides a perfectly Cushy and supportive coach seat.
    2. Upgrades. I’m a 1K only travel on very high E fares and see first class 20% of the time. Absolutely horrid that they process zero upgrades. All go TOD
    3. WiFi- pathetic and slow are an understatement. It usually doesn’t work at all.

  49. @Ryan
    “Delta provides a perfectly Cushy and supportive coach seat.”

    Completely agree. I was on a TPAC with Delta (in Y!) to achieve the Platinum status challenge and I did not get up once during the entire flight. In a United seat my whole back would have been numb or hurting within the first hour.

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