Jun 2, 2016, 9:06 am
Last edit by: WineCountryUA
As there are multi-threads on inflight service and meals, will re-focus this thread on the hard product, the seats (and things related to the seat -- pillows, pads, blankets, ...)
United website - Explore: http://view.ceros.com/united/polaris-business-class/p/1
from UA's Facebook stream
Official Polaris Lounge Access Rules are here: Polaris Lounge Access Rules
United Polaris Business and Polaris First pax may access the Polaris lounge at connecting airports and their final destination within 24 hours of departure or arrival.
*A international J and F pax may only access the Polaris lounge at the departure airport. For purposes of Polaris lounge access, Canada, the Caribbean, Central America, and Guam are excluded from the definition of "international."
Seat Chart.
Press release: http://www.prnewswire.com/news-relea...300278706.html
NEW YORK, June 2, 2016 /PRNewswire/ -- With the aspiration of making weary business travel a relic of the past, United Airlines today unveiled its all-new United Polaris business class, the airline's most significant product transformation in more than a decade, featuring a reimagined, sleep-enhancing, departure-to-landing experience for intercontinental travelers.
Named after the North Star, United Polaris is the shining new star of business class travel that flyers can turn to for a tranquil and restful journey.
"United Polaris will change the game in international business travel with an exceptional level of relaxation and comfort throughout our customers' journeys," said Oscar Munoz, president and CEO of United. "This completely reconceived experience exemplifies the new spirit of United and the innovation, excitement and operational momentum across our airline."
Path-Breaking Design
In setting out to create a transformative business class experience, United chose to outfit its widebody fleet with a custom-designed, exclusive-to-United seat, rather than select an option already in the marketplace. Designed in partnership with Acumen Design Associates and PriestmanGoode and manufactured by Zodiac Seats United Kingdom, each United Polaris seat will offer direct access to the aisle, 180-degree flat-bed recline and up to 6 foot 6 inches of bed space.
Crafted as individual, forward-facing, suite-like pods, each customer's personal suite will feature a "Do Not Disturb" sign, mood lighting, one-touch lumbar support, several storage areas, multiple surfaces for simultaneous working and dining, a 16-inch high-definition entertainment screen and, for seats in the center of the cabin, electronic privacy dividers. Complementing the new seats, United and PriestmanGoode have also conceived an all-new look for the United Polaris cabins.
In rethinking the international business class experience, United conducted more than 12,000 hours of research, and sleep emerged as the single most important priority for international business class travelers. United Polaris' path-breaking design and sleep-enhancing focus was inspired and informed by insights from hundreds of customers and employees, inflight product simulations and more than 100 product evaluations.
Sleep-Enticing Amenities
In addition to the sleep-enticing United Polaris personal suites, several other amenities were designed with our customers' sleep in mind.
In a first-of-its-kind partnership, United has worked with leading luxury specialty store Saks Fifth Avenue for custom-designed bedding. All designed to provide the best sleep in the sky, the new bedding collection will feature plush duvets, lightweight day-blankets and a large and small pillow for each United Polaris customer. In addition, mattress cushions will be available upon request.
Slippers will be available on all flights, and customized United Polaris pajamas will be available by request on flights longer than 12 hours**. Flyers will also be able to request a gel-cooled pillow. New amenity kits will feature ergonomically designed eye shades, calming lavender pillow mist and additional products from Soho House & Co.'s Cowshed Spa.
With the introduction of United Polaris, the airline intends to donate tens of thousands of pillows, blankets and other inflight service items to Fisher House Foundation, which United and its employees have long supported.
Elevated Dining Experience
Upon boarding their flight, each United Polaris customer will be welcomed with a pre-departure beverage of his or her choice and gourmet chocolate. While in the air, customers will enjoy regionally influenced in-flight menus updated seasonally, developed in partnership with The Trotter Project and its critically recognized chefs, including Bill Kim of acclaimed Chicago restaurants Urbanbelly, bellyQ and Belly Shack.
The airline will offer an upgraded wine experience, with the highest-quality options curated exclusively by United's Master Sommelier. Inflight service will also include made-to-order signature ice cream sundaes, a dessert cart with a variety of petit dessert options, chocolate truffles and wine flights. On daytime flights longer than eight hours and on all flights longer than 12 hours, hot mid-flight snacks such as lobster macaroni and cheese will be available.
Raising The Bar With United Polaris Business Class Lounges
United will also open an exclusive portfolio of United Polaris business class lounges in nine locations around the world – the only lounge of its kind offered by a U.S. airline to business class customers – that will feature custom-designed chairs, private daybeds, spa-like showers and chef-inspired hot meals served in a boutique restaurant setting so customers can refresh and dine before boarding their planes. Premium sparkling wines and spirits, refreshing snacks and bottled water will also be offered.
The first new United Polaris lounge will open at Chicago O'Hare International Airport on Dec. 1, 2016. Lounges in eight other locations – Los Angeles, San Francisco, Houston, New York/Newark, Washington Dulles, Tokyo Narita, Hong Kong and London Heathrow – will follow in 2017.
United Polaris Introduction
United will begin to introduce United Polaris on Dec. 1, 2016, with the new inflight food and beverage experience, new custom bedding from Saks Fifth Avenue, new amenity kits and the new United Polaris lounge in Chicago. The United Polaris business class seat will first take flight in December on Boeing 777-300ER aircraft and subsequently on Boeing 787-10 and Airbus A350-1000 aircraft, as well as on Boeing 767-300 and 777-200 retrofits.
United Polaris will serve business class customers flying the U.S. airline industry's most global route network, reaching more than 330 destinations in more than 50 countries.
More information on the United Polaris business class can be found at united.com/Polaris.
** Flights with pajama service (for both directions)
SFO - ICN, PEK, PVG, HGH, XIV, TPE, AKL, HKG, CTU, SYD, TLV, SIN
EWR - NRT, PEK, DEL, BOM, HKG, PVG
ORD - NRT, PEK PVG, HKG
LAX - PVG, SYD, MEL, SIN
IAD - NRT, PEK
IAH - NRT, SYD
(from United Twitter feed https://pbs.twimg.com/media/CyjFHZLW...jpg&name=large
{Similar Threads:
Polaris Lounge Roadmap 2017-2018 (wiki) (thread)
Polaris lounge ORD - opened 01 Dec 2016 (wiki) (thread)
SFO Lounge changes? Which will become Polaris? Shower options?(wiki) (thread)
United Polaris-New Business Class seats & inflight service and new Polaris Lounges(wiki) (thread)}
Archive - United Polaris - New Business Class seats & inflight service {Archive}
United website - Explore: http://view.ceros.com/united/polaris-business-class/p/1
from UA's Facebook stream
Only customers traveling in United Polaris business class or United Polaris Global First on international flights and customers in Star Alliance international first or business class cabins on flights longer than six hours will have access to the United Polaris Lounge.
United Polaris Business and Polaris First pax may access the Polaris lounge at connecting airports and their final destination within 24 hours of departure or arrival.
*A international J and F pax may only access the Polaris lounge at the departure airport. For purposes of Polaris lounge access, Canada, the Caribbean, Central America, and Guam are excluded from the definition of "international."
Seat Chart.
Press release: http://www.prnewswire.com/news-relea...300278706.html
NEW YORK, June 2, 2016 /PRNewswire/ -- With the aspiration of making weary business travel a relic of the past, United Airlines today unveiled its all-new United Polaris business class, the airline's most significant product transformation in more than a decade, featuring a reimagined, sleep-enhancing, departure-to-landing experience for intercontinental travelers.
Named after the North Star, United Polaris is the shining new star of business class travel that flyers can turn to for a tranquil and restful journey.
"United Polaris will change the game in international business travel with an exceptional level of relaxation and comfort throughout our customers' journeys," said Oscar Munoz, president and CEO of United. "This completely reconceived experience exemplifies the new spirit of United and the innovation, excitement and operational momentum across our airline."
Path-Breaking Design
In setting out to create a transformative business class experience, United chose to outfit its widebody fleet with a custom-designed, exclusive-to-United seat, rather than select an option already in the marketplace. Designed in partnership with Acumen Design Associates and PriestmanGoode and manufactured by Zodiac Seats United Kingdom, each United Polaris seat will offer direct access to the aisle, 180-degree flat-bed recline and up to 6 foot 6 inches of bed space.
Crafted as individual, forward-facing, suite-like pods, each customer's personal suite will feature a "Do Not Disturb" sign, mood lighting, one-touch lumbar support, several storage areas, multiple surfaces for simultaneous working and dining, a 16-inch high-definition entertainment screen and, for seats in the center of the cabin, electronic privacy dividers. Complementing the new seats, United and PriestmanGoode have also conceived an all-new look for the United Polaris cabins.
In rethinking the international business class experience, United conducted more than 12,000 hours of research, and sleep emerged as the single most important priority for international business class travelers. United Polaris' path-breaking design and sleep-enhancing focus was inspired and informed by insights from hundreds of customers and employees, inflight product simulations and more than 100 product evaluations.
Sleep-Enticing Amenities
In addition to the sleep-enticing United Polaris personal suites, several other amenities were designed with our customers' sleep in mind.
In a first-of-its-kind partnership, United has worked with leading luxury specialty store Saks Fifth Avenue for custom-designed bedding. All designed to provide the best sleep in the sky, the new bedding collection will feature plush duvets, lightweight day-blankets and a large and small pillow for each United Polaris customer. In addition, mattress cushions will be available upon request.
Slippers will be available on all flights, and customized United Polaris pajamas will be available by request on flights longer than 12 hours**. Flyers will also be able to request a gel-cooled pillow. New amenity kits will feature ergonomically designed eye shades, calming lavender pillow mist and additional products from Soho House & Co.'s Cowshed Spa.
With the introduction of United Polaris, the airline intends to donate tens of thousands of pillows, blankets and other inflight service items to Fisher House Foundation, which United and its employees have long supported.
Elevated Dining Experience
Upon boarding their flight, each United Polaris customer will be welcomed with a pre-departure beverage of his or her choice and gourmet chocolate. While in the air, customers will enjoy regionally influenced in-flight menus updated seasonally, developed in partnership with The Trotter Project and its critically recognized chefs, including Bill Kim of acclaimed Chicago restaurants Urbanbelly, bellyQ and Belly Shack.
The airline will offer an upgraded wine experience, with the highest-quality options curated exclusively by United's Master Sommelier. Inflight service will also include made-to-order signature ice cream sundaes, a dessert cart with a variety of petit dessert options, chocolate truffles and wine flights. On daytime flights longer than eight hours and on all flights longer than 12 hours, hot mid-flight snacks such as lobster macaroni and cheese will be available.
Raising The Bar With United Polaris Business Class Lounges
United will also open an exclusive portfolio of United Polaris business class lounges in nine locations around the world – the only lounge of its kind offered by a U.S. airline to business class customers – that will feature custom-designed chairs, private daybeds, spa-like showers and chef-inspired hot meals served in a boutique restaurant setting so customers can refresh and dine before boarding their planes. Premium sparkling wines and spirits, refreshing snacks and bottled water will also be offered.
The first new United Polaris lounge will open at Chicago O'Hare International Airport on Dec. 1, 2016. Lounges in eight other locations – Los Angeles, San Francisco, Houston, New York/Newark, Washington Dulles, Tokyo Narita, Hong Kong and London Heathrow – will follow in 2017.
United Polaris Introduction
United will begin to introduce United Polaris on Dec. 1, 2016, with the new inflight food and beverage experience, new custom bedding from Saks Fifth Avenue, new amenity kits and the new United Polaris lounge in Chicago. The United Polaris business class seat will first take flight in December on Boeing 777-300ER aircraft and subsequently on Boeing 787-10 and Airbus A350-1000 aircraft, as well as on Boeing 767-300 and 777-200 retrofits.
United Polaris will serve business class customers flying the U.S. airline industry's most global route network, reaching more than 330 destinations in more than 50 countries.
More information on the United Polaris business class can be found at united.com/Polaris.
[From [email][email protected] 11/15/2016]
Starting December 1, 2016, United Polaris Business Class service will replace United BusinessFirst service on international flights, and United Polaris Global First service will replace the current United Global First service.
Between 2017 to 2019 eight additional United Polaris lounges will open at EWR, HKG, IAD, IAH, LAX, LHR, NRT and SFO. We do not have the exact opening dates at this time. A scheduling announcement will be forthcoming.
Starting December 1, 2016, United Polaris Business Class service will replace United BusinessFirst service on international flights, and United Polaris Global First service will replace the current United Global First service.
Between 2017 to 2019 eight additional United Polaris lounges will open at EWR, HKG, IAD, IAH, LAX, LHR, NRT and SFO. We do not have the exact opening dates at this time. A scheduling announcement will be forthcoming.
SFO - ICN, PEK, PVG, HGH, XIV, TPE, AKL, HKG, CTU, SYD, TLV, SIN
EWR - NRT, PEK, DEL, BOM, HKG, PVG
ORD - NRT, PEK PVG, HKG
LAX - PVG, SYD, MEL, SIN
IAD - NRT, PEK
IAH - NRT, SYD
(from United Twitter feed https://pbs.twimg.com/media/CyjFHZLW...jpg&name=large
{Similar Threads:
Polaris Lounge Roadmap 2017-2018 (wiki) (thread)
Polaris lounge ORD - opened 01 Dec 2016 (wiki) (thread)
SFO Lounge changes? Which will become Polaris? Shower options?(wiki) (thread)
United Polaris-New Business Class seats & inflight service and new Polaris Lounges(wiki) (thread)}
Archive - United Polaris - New Business Class seats & inflight service {Archive}
United Polaris - Business Class seats -- hard product comments
Feb 23, 2020, 7:31 pm
#376
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,502
I 1. No one asked to take my jacket after boarding. I finally just put it in the overhead bin myself after about 30 minutes.
2. No one offered us slippers or bedding, on our side of the aisle. I had my FA call button pressed for this for about 20 minutes and no one ever showed up before departure. (FYI we were delayed for 1 hour due to visa issues with a few passengers, which required them to be offloaded)
3. I finally got up myself and asked for a pair of slippers myself.
4. During the flight I pushed the call button again for the mid meal snack. Again no one showed up for 20 mins, so I went to the front galley and one of the male FA's was just playing on his cellphone.
5. After that, I learned to just get up and ask for everything. A drink, snack - whatever.
It is a real shame, because aside from the older generation seats, it's not a bad product.
2. No one offered us slippers or bedding, on our side of the aisle. I had my FA call button pressed for this for about 20 minutes and no one ever showed up before departure. (FYI we were delayed for 1 hour due to visa issues with a few passengers, which required them to be offloaded)
3. I finally got up myself and asked for a pair of slippers myself.
4. During the flight I pushed the call button again for the mid meal snack. Again no one showed up for 20 mins, so I went to the front galley and one of the male FA's was just playing on his cellphone.
5. After that, I learned to just get up and ask for everything. A drink, snack - whatever.
It is a real shame, because aside from the older generation seats, it's not a bad product.
Not trying to defend UA, but neither flight is a representative of the overall soft service of the brand. Sorry you had a bad flight experience; UA is generally better than that. CX is usually way better than what I had experienced.
Feb 23, 2020, 7:59 pm
#377
Join Date: Nov 2010
Location: No. California
Programs: UA MP HH LTD
Posts: 2,040
I just wanted to share my experience on a recent Polaris flight SFO-DEL.
I already knew that the this flight still had the old style Polaris seats, so I wasn't expecting the newest seating.
I usually travel on CX to/from India, and I also used to be GS a long time ago, so I knew not to expect asian carrier levels of service on UA, but I was still extremely disappointed with the service:
1. No one asked to take my jacket after boarding. I finally just put it in the overhead bin myself after about 30 minutes.
2. No one offered us slippers or bedding, on our side of the aisle. I had my FA call button pressed for this for about 20 minutes and no one ever showed up before departure. (FYI we were delayed for 1 hour due to visa issues with a few passengers, which required them to be offloaded)
3. I finally got up myself and asked for a pair of slippers myself.
4. During the flight I pushed the call button again for the mid meal snack. Again no one showed up for 20 mins, so I went to the front galley and one of the male FA's was just playing on his cellphone.
5. After that, I learned to just get up and ask for everything. A drink, snack - whatever.
It is a real shame, because aside from the older generation seats, it's not a bad product. The Indian meals aren't bad at all.
I did receive a survey email after the flight, and I did mention all of the above, though I doubt anything will change.
There was no warmth or smile during any crew interaction, but getting up to ask for something in business class is a deal breaker for me.
But the service (or lack thereof) left me wondering, did I get a bad crew or is this how the majority of the FA's are ?
I already knew that the this flight still had the old style Polaris seats, so I wasn't expecting the newest seating.
I usually travel on CX to/from India, and I also used to be GS a long time ago, so I knew not to expect asian carrier levels of service on UA, but I was still extremely disappointed with the service:
1. No one asked to take my jacket after boarding. I finally just put it in the overhead bin myself after about 30 minutes.
2. No one offered us slippers or bedding, on our side of the aisle. I had my FA call button pressed for this for about 20 minutes and no one ever showed up before departure. (FYI we were delayed for 1 hour due to visa issues with a few passengers, which required them to be offloaded)
3. I finally got up myself and asked for a pair of slippers myself.
4. During the flight I pushed the call button again for the mid meal snack. Again no one showed up for 20 mins, so I went to the front galley and one of the male FA's was just playing on his cellphone.
5. After that, I learned to just get up and ask for everything. A drink, snack - whatever.
It is a real shame, because aside from the older generation seats, it's not a bad product. The Indian meals aren't bad at all.
I did receive a survey email after the flight, and I did mention all of the above, though I doubt anything will change.
There was no warmth or smile during any crew interaction, but getting up to ask for something in business class is a deal breaker for me.
But the service (or lack thereof) left me wondering, did I get a bad crew or is this how the majority of the FA's are ?
Feb 23, 2020, 8:28 pm
#379
Join Date: Jul 2005
Location: back in the saddle in AMWAJ
Programs: EK PLAT 2022-2023, UAplat soon to be LH senator!
Posts: 367
commitedlurker,
2 very different flights i have experienced in the last 3 weeks....1st you need to get on a UA flight to or from LHR.....the LHR base is probably the best crews i have ever had, top 3 in the world imo, i always go out of my way to fly out of DEN to LHR on UA and then onto EK to DXB, you can never go wrong with ua26/27...they are very professional and down to earth, its probably the only reason i have stayed with UA, its consistent and i love it. i know immediately when i step on board what i getting on the flight. i booked last minute 3 weeks ago EK DXB-AMS then UA back to COS.....the flight from AMS was what some of our fellow flyer talkers refer to as a ghetto bird, not so much the plane itself as it was true polaris but the crew was IAH based and they were terrible, they were either hung over or had some serious attitudes, i did not have alot of issues but witnessed first hand and yes if i wanted anything outside of the meal service i did go the galley and requested it, way way back in the day i would have been told " i'll bring to you", not anymore....was pointed to the galley cart with snacks and an ice bucket on top and told to help myself, which i did and took the 3 remaining stellas and a cheese plate.
2 very different flights i have experienced in the last 3 weeks....1st you need to get on a UA flight to or from LHR.....the LHR base is probably the best crews i have ever had, top 3 in the world imo, i always go out of my way to fly out of DEN to LHR on UA and then onto EK to DXB, you can never go wrong with ua26/27...they are very professional and down to earth, its probably the only reason i have stayed with UA, its consistent and i love it. i know immediately when i step on board what i getting on the flight. i booked last minute 3 weeks ago EK DXB-AMS then UA back to COS.....the flight from AMS was what some of our fellow flyer talkers refer to as a ghetto bird, not so much the plane itself as it was true polaris but the crew was IAH based and they were terrible, they were either hung over or had some serious attitudes, i did not have alot of issues but witnessed first hand and yes if i wanted anything outside of the meal service i did go the galley and requested it, way way back in the day i would have been told " i'll bring to you", not anymore....was pointed to the galley cart with snacks and an ice bucket on top and told to help myself, which i did and took the 3 remaining stellas and a cheese plate.
Last edited by cosflyer; Feb 23, 2020 at 8:53 pm
Feb 23, 2020, 9:02 pm
#381
Join Date: Oct 2005
Location: USA
Programs: SQ PPS SOLITAIRE, AA ,HHONOR GOLD, BONVOY GOLD, IHG PLAT
Posts: 2,041
Nothing on FlyerTalk is the end of the world, except perhaps the Coronavirus
thanks for your contribution
Ironically, replace UA with CX, I had the basically a similar experience on a flight from JFK to HKG in December.
Not trying to defend UA, but neither flight is a representative of the overall soft service of the brand. Sorry you had a bad flight experience; UA is generally better than that. CX is usually way better than what I had experienced.
Not trying to defend UA, but neither flight is a representative of the overall soft service of the brand. Sorry you had a bad flight experience; UA is generally better than that. CX is usually way better than what I had experienced.
commitedlurker,
2 very different flights i have experienced in the last 3 weeks....1st you need to get on a UA flight to or from LHR.....the LHR base is probably the best crews i have ever had, top 3 in the world imo, i always go out of my way to fly out of DEN to LHR on UA and then onto EK to DXB, you can never go wrong with ua26/27...they are very professional and down to earth, its probably the only reason i have stayed with UA, its consistent and i love it. i know immediately when i step on board what i getting on the flight. i booked last minute 3 weeks ago EK DXB-AMS then UA back to COS.....the flight from AMS was what some of our fellow flyer talkers refer to as a ghetto bird, not so much the plane itself as it was true polaris but the crew was IAH based and they were terrible, they were either hung over or had some serious attitudes, i did not have alot of issues but witnessed first hand and yes if i wanted anything outside of the meal service i did go the galley and requested it, way way back in the day i would have been told " i'll bring to you", not anymore....was pointed to the galley cart with snacks and an ice bucket on top and told to help myself, which i did and took the 3 remaining stellas and a cheese plate.
2 very different flights i have experienced in the last 3 weeks....1st you need to get on a UA flight to or from LHR.....the LHR base is probably the best crews i have ever had, top 3 in the world imo, i always go out of my way to fly out of DEN to LHR on UA and then onto EK to DXB, you can never go wrong with ua26/27...they are very professional and down to earth, its probably the only reason i have stayed with UA, its consistent and i love it. i know immediately when i step on board what i getting on the flight. i booked last minute 3 weeks ago EK DXB-AMS then UA back to COS.....the flight from AMS was what some of our fellow flyer talkers refer to as a ghetto bird, not so much the plane itself as it was true polaris but the crew was IAH based and they were terrible, they were either hung over or had some serious attitudes, i did not have alot of issues but witnessed first hand and yes if i wanted anything outside of the meal service i did go the galley and requested it, way way back in the day i would have been told " i'll bring to you", not anymore....was pointed to the galley cart with snacks and an ice bucket on top and told to help myself, which i did and took the 3 remaining stellas and a cheese plate.
In fact the FA on the other side of the aisle (I was in the center seats) went around asking everyone on her side for slippers, bedding etc., it was only on our side that there was nothing
i won’t travel on AI mainly from a safety perspective. I just don’t feel safe on that airline - others may feel free to disagree with me, but to each his own
Yes. That was my primary reason for choosing them.
AI was cheaper than UA by about 15-20%.
I excluded all transpacific routings due to the Coronavirus. The European carriers were much more expensive by the time I ticketed
Last edited by WineCountryUA; Mar 3, 2020 at 6:51 pm Reason: merged consecutive posts by same member
Feb 23, 2020, 9:11 pm
#382
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
It won't. UA is not able to enforce professionalism among its customer facing staff. Some are self-motivated and provide excellent service; others just go through the motions doing the minimum possible. That's the biggest difference between service on UA compared to carriers where FAs are well trained and expected to adhere to high standards of professionalism (CX, SQ, NH, LH, etc.).
Feb 23, 2020, 9:44 pm
#383
Join Date: Jan 2009
Location: IAH/EWR-LGA/MIA
Programs: UA Global Services 3.2 MM, Marriott Bonvoy Lifetime Titanium Elite, AA Exec Plat
Posts: 2,505
Feb 23, 2020, 9:44 pm
#384
Join Date: Mar 2014
Posts: 378
I just flew IAD-LHR and LHR-ORD this past weekend in Polaris and the service was honestly just terrible outside of a few London based flight attendants. Our LHR-ORD crew was split Chicago / London based. As expected, the London crew members were extremely pleasant. One literally said to me -- "we are much friendlier on this side of the aisle" -- referring to the fact that their counterparts serving seats A / D were nothing like them. Same gripes for me that others have written about on here. Flight attendants glued to their phones, inconvenienced when you physically get out of your seat to ask for a glass of ice or a drink, ignoring call buttons. I asked for water in the front galley with attendants sitting on their phones and was told to grab a bottle that was out with the snacks. So sorry for the bother, but I wanted sparkling water with my $3,000 ticket. I've come to expect bare minimum just as others say. A lie flat seat is nice. Any service above minimum effort is just a bonus.
Feb 23, 2020, 10:10 pm
#385
Join Date: May 2018
Location: Latin America and USA
Programs: UA 1K, Marriott Gold
Posts: 456
I just flew IAD-LHR and LHR-ORD this past weekend in Polaris and the service was honestly just terrible outside of a few London based flight attendants. Our LHR-ORD crew was split Chicago / London based. As expected, the London crew members were extremely pleasant. One literally said to me -- "we are much friendlier on this side of the aisle" -- referring to the fact that their counterparts serving seats A / D were nothing like them. Same gripes for me that others have written about on here. Flight attendants glued to their phones, inconvenienced when you physically get out of your seat to ask for a glass of ice or a drink, ignoring call buttons. I asked for water in the front galley with attendants sitting on their phones and was told to grab a bottle that was out with the snacks. So sorry for the bother, but I wanted sparkling water with my $3,000 ticket. I've come to expect bare minimum just as others say. A lie flat seat is nice. Any service above minimum effort is just a bonus.
Not the end of the world or anything, and it's even completely fine that they were standing around chatting while passengers were sleeping on a TPAC, but I was pretty surprised to be reprimanded for asking for water when flying on a $4,000 ticket. I might never forget that experience.
Of course, I'll also never forget the awesome flight team that welcomed me to the flight deck of my final United 747 flight and took a picture of me in the captain's chair. Or the incredible flight attendants that normally do take very good care of all of us on my normal TPAC routes. So, I try not to judge the whole company by a handful of poorly trained and/or poorly performing employees. But there are some bad apples, that's for sure.
Last edited by IMissThe747; Feb 23, 2020 at 10:11 pm Reason: Typo
Feb 23, 2020, 10:19 pm
#386
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,203
It won't. UA is not able to enforce professionalism among its customer facing staff. Some are self-motivated and provide excellent service; others just go through the motions doing the minimum possible. That's the biggest difference between service on UA compared to carriers where FAs are well trained and expected to adhere to high standards of professionalism (CX, SQ, NH, LH, etc.).
It could be worse - AA had a bunch of 0-experience new hires who were trained on-the-job, including working front cabins. Could you imagine someone who was flipping burgers a month ago, being given the responsibility of serving premium customers with no training, no guidance, and no support except from a seasoned, and completely disinterested coworker? That's a recipe for disaster and I heard it was pretty much a disaster.
United's problem is, and always has been, a total lack of consistency - where every flight, every trip, is a total crapshoot on whether or not it will be bad or good, and to what degree of good or bad it might be. Only a fool runs a service business with that level of chaos.
Feb 23, 2020, 10:50 pm
#387
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,219
I've had that exact same experience regarding asking for water in Polaris on a TPAC. I got out of my seat and went to the galley where 3 flight attendants were chatting. I asked if I could please have some water. One of them said 'I already brought you a bottle of water.' None of them provided water.
Not the end of the world or anything, and it's even completely fine that they were standing around chatting while passengers were sleeping on a TPAC, but I was pretty surprised to be reprimanded for asking for water when flying on a $4,000 ticket. I might never forget that experience.
Of course, I'll also never forget the awesome flight team that welcomed me to the flight deck of my final United 747 flight and took a picture of me in the captain's chair. Or the incredible flight attendants that normally do take very good care of all of us on my normal TPAC routes. So, I try not to judge the whole company by a handful of poorly trained and/or poorly performing employees. But there are some bad apples, that's for sure.
Not the end of the world or anything, and it's even completely fine that they were standing around chatting while passengers were sleeping on a TPAC, but I was pretty surprised to be reprimanded for asking for water when flying on a $4,000 ticket. I might never forget that experience.
Of course, I'll also never forget the awesome flight team that welcomed me to the flight deck of my final United 747 flight and took a picture of me in the captain's chair. Or the incredible flight attendants that normally do take very good care of all of us on my normal TPAC routes. So, I try not to judge the whole company by a handful of poorly trained and/or poorly performing employees. But there are some bad apples, that's for sure.
I agree the LHR crews are great but TPAC it is very hit and miss - I am never sure if I should get up to ask for a midflight cup of tea or ring the call button - and invariably my first choice seems to be the wrong one (call button vs getting up and personally making the request). Great crews make such a difference. FYI - I usually bring chocolates for the FAs but some trips I wish I had not spent the $, and others am very pleased I made the gesture.
Agree SQ is amazing. NZ is excellent and I am normally in PE with them. LH is very efficient (warmth is not really their culture).
My Polaris flights are usually upgraded flights but there are a few P flights each year - and who wants to pay a premium to be treated as a nuisance on a flight? I know there is a strong union but it would be nice to think the better FAs are recognized and rewarded and those that are not are taken out of customer facing jobs.
Feb 23, 2020, 11:07 pm
#388
Join Date: Sep 2008
Posts: 7,875
I've had that exact same experience regarding asking for water in Polaris on a TPAC. I got out of my seat and went to the galley where 3 flight attendants were chatting. I asked if I could please have some water. One of them said 'I already brought you a bottle of water.' None of them provided water.
Not the end of the world or anything, and it's even completely fine that they were standing around chatting while passengers were sleeping on a TPAC, but I was pretty surprised to be reprimanded for asking for water when flying on a $4,000 ticket. I might never forget that experience.
Of course, I'll also never forget the awesome flight team that welcomed me to the flight deck of my final United 747 flight and took a picture of me in the captain's chair. Or the incredible flight attendants that normally do take very good care of all of us on my normal TPAC routes. So, I try not to judge the whole company by a handful of poorly trained and/or poorly performing employees. But there are some bad apples, that's for sure.
Not the end of the world or anything, and it's even completely fine that they were standing around chatting while passengers were sleeping on a TPAC, but I was pretty surprised to be reprimanded for asking for water when flying on a $4,000 ticket. I might never forget that experience.
Of course, I'll also never forget the awesome flight team that welcomed me to the flight deck of my final United 747 flight and took a picture of me in the captain's chair. Or the incredible flight attendants that normally do take very good care of all of us on my normal TPAC routes. So, I try not to judge the whole company by a handful of poorly trained and/or poorly performing employees. But there are some bad apples, that's for sure.
Feb 23, 2020, 11:47 pm
#389
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,595
My Polaris flights are usually upgraded flights but there are a few P flights each year - and who wants to pay a premium to be treated as a nuisance on a flight? I know there is a strong union but it would be nice to think the better FAs are recognized and rewarded and those that are not are taken out of customer facing jobs.
Feb 23, 2020, 11:47 pm
#390
FlyerTalk Evangelist
Join Date: Aug 2009
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