Originally Posted by BeanTownBoy

Since I have benefitted from FT over the years, I will share my thoughts to approaching Polaris (with a nod to Seneca and Marcus Aurelius) with the hope that it may benefit fellow FT'ers (or that you might be able to add your own thoughts). Let me emphasize that I have no idea of what was discussed at the UAL C-suite or boardroom (like whomever thought 2-4-2 dorm-style seating was ever acceptable, or likewise the Polaris PDB plastic champagne “flutes”). My own understanding is that Polaris was part of the UAL's decision to become a two-class carrier (I am sad to see GF go). Hence, UA consciously made the decision to cede the first class (and therefore, higher-end) market and provide the best (or at least a competitive) business class. Also, being based in Houston I have yet to experience the Polaris hard product.

Eighteen months after Polaris was introduced, we have an idea of Polaris is and isn't. Approaching a flight, I try to consider what is in my control and what is in UA’s. In my control: when and what I eat; and if I want to work, sleep, or be entertained on board. In UA’s control: what is served on board; IFE; FA’s attitude; condition of plane. Out of everyone’s control: weather. WRT Polaris, did UA overhype what was come? IMHO, yes. In the press release announcing Polaris, Oscar said “…United Polaris offers an elevated customer experience and redefines the meaning of premier business travel.” Hmmm…. Similarly, in October of this year Delta announced an upgrade of their international long haul main cabin dining, stating “Our goal is to truly recreate the experience our customers would have at their favorite restaurant at 30,000 feet, taking into account what menu items naturally complement one another, the service behind the offerings and the overall presentation.” Really?? For coach? A touch of hyperbole maybe?

Ok, so with respect to UA, what do I do? I don’t expect a high-end “restaurant-quality” meal (although some are surprisingly tasty). Forget real caviar or prime rib from a trolley carved at your seat. Yes, yes, I know: you are paying a lot of money, how hard could it be? Even US carriers used to cook breakfast to order in first class on certain international long haul routes years ago. I don’t know, but I do think that high-quality, high-touch service for a 50 passenger cabin is a tall order. If at all possible, I try to get a good meal in before the flight. Maybe I bring my own snack. It’s a shame since post-9/11 that one cannot get their favorite drink through security (I know, I know, you were never supposedly able to bring your own drinks, but pre-9/11 it was possible and most crews did not care if you were discrete). For pre-departure lounges, in IAH I skip the very crowded UC in Terminal E in favor of the C1 UC (even if flying from Terminal E). If it is a morning flight and I want to spend a significant portion of the flight sleeping, I make sure I either stay up very late the night before or get up very early and exercise. On the chance that there are problems with IFE or wifi, I make sure my computer, phone and ipod are charged up, that I have at least one good book on my phone and maybe even a hard copy book. Fortunately, I am only 5’11”, so I am able to sleep on UA C. I ask for a gel foam pillow; if they forget or blow me off, I try to notice the overhead where they are stored and grab one myself once things settle down after takeoff. I skip the pajamas and wear a golf shirt and comfortable trousers instead. I have not been enticed by the pre-arrival “snacks” (especially breakfasts), so if I am hungry I either pick at what’s served or order express dining for later in the flight. (I truly hope the Polaris lounges will offer worthwhile meals that allow one to skip eating on board.) Again, I remind myself that this is business class, not first.

At the end of the day, what do I expect?: minimal delays (and if so being told why we are delayed—good UA experimental program in progress), a safe flight, and a comfortable lie-flat seat. Direct aisle access for every seat should be a huge improvement. Attitude of the crew is the variable that can change an ordinary flight (even one with a few flaws) into a great one and UA has some very special FA’s. It’s international travel, so sh*t happens; I find the mutuality of smiles, empathy, respect, grace and a sense of humor go a long way!

What are your Polaris work-arounds?