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[Rumor] More Polaris "Enhancements" coming May 1, 2018? ...

Old Mar 25, 2018, 4:42 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: WineCountryUA
Originally Posted by EWR764
Word is out on another site (not my post) regarding a company memo about the May 1 "enhancements".

POLARIS SERVICE ENHANCEMENTS
Frequently Asked Questions

1. When do the service updates go into effect?
A: The service updates are effective May 1, 2018, on all long-haul international flights.

2. Why are we making changes to our United Polaris service?
A: Customers have positively received our United Polaris lounge, and this year we are opening more United Polaris lounges beginning this summer in San Francisco, Houston and New York/Newark and in the fall, Los Angeles. As we continue to add more lounges, we want to take into account the feedback that customers have given us theyve emphasized their desire to rest and relax during their journey, especially onboard. The updates to the service flow will allow us to continue providing a premium product with high-quality food, wine, amenities and more, but itll be delivered in a more efficient way.

3. What is the new international United Polaris meal service flow?
A: The meal service flow for both first and business class will be the same:
Pre-departure
Pre-poured sparkling wine, orange juice and water offered from a silver tray, with other beverages available upon request.
Main meal service
Hot towels
Linen placement
Pre-meal beverage cart
Appetizer and salad cart
Bread and beverage refills
Entres
Bread and beverage refills
Dessert and pre-plated cheese cart
Individual water bottles with hang tags
Mid-flight service (when applicable)
Display mid-flight snacks on console, self-service unit, fold-down trays or galley countertop.
Heat and serve hot on-demand items (when applicable) upon customer request.
Pre-arrival service
Hot towels
Pre-arrival tray setup with entre and choice of beverage
Breads and pastries

4. Will we be able to offer other pre-departure beverages?
A: Yes, upon customer request fulfill other pre-departure beverages in accordance with each departure countrys pre-departure liquor procedures. Refer to the Flight Attendant Policies and Procedures Manual to determine if you are allowed to open beverage carts/carriers that contain alcohol on the ground.

5. Is there still a chocolate offered during pre-departure?
A: Pre-departure chocolates/dessert will be catered on the pre-arrival tray instead for customers to enjoy during or after their flight.

6. Whats changing with the Bloody Mary and wine specialty beverage carts?
A: Wines and Bloody Marys will continue to be available upon request, but the dedicated cart service will change. This was a common flight attendant suggestion for improvement. A new branded cart cover is being sourced to improve presentation in the aisle and will be available shortly after launch.

7. Can we still offer wine tastings?
A: Absolutely. Although the wine arches with the 3 tastings will not be boarded, we can continue to honor customers requests to sample select wines.

8. What about the United Polaris first class soup and salad course?
A: The salad and appetizer will be delivered at the same time on a tray setup, instead of having a soup course.

9. What about the turndown service?
A: We will continue to offer the turndown service upon request.

10. Will Express Dining continue to be offered?
A: Yes, Express Dining will continue to be offered and can be requested and delivered at any point during the flight.

11. Will we continue to offer the mini desserts and fruit and cheese?
A: The mini desserts will continue to be offered from the three-tier cart with the signature ice cream service. In addition, pre-plated cheese will be added to the dessert cart. To make room for the fruit and cheese on the dessert cart, the specialty tea box will be removed from the cart, although specialty teas will continue to be available from the galley.

12. Are there any updates to the mid-flight and pre-arrival services?
A: There will be a few updates to both the mid-flight and pre-arrival service.
Mid-flight service (when available) While well no longer have formal presentation of mid-flight snacks, snack provisioning levels will remain the same and will continue to be displayed near the galley as is done today. Hang tags advising the customers that mid-flight snacks are available will be added to the individual bottle waters distributed after the main meal service. Hot snack items, when available, will also be delivered upon request.
Pre-arrival service Were removing tray table linens to reduce trips through the aisle. The tray itself will continue to have a linen liner. The pre-departure chocolate/dessert will be catered on the pre-arrival tray for customers to enjoy during or after the flight.

13. Will there be any new service items introduced to support the new United Polaris service?
A: Yes, there are a few new elements that will be introduced, including:
Cart covers Similar to some of our competitors, branded cart covers for both the half and full carts will be boarded for use in the aisle on both the beverage and meal tray carts. Cart covers will be available shortly after launch.
Hang tags To be placed on individual bottle waters at the end of the main meal service to advise customers that mid-flight snacks are available.

14. Will we be changing the domestic meal service procedures to align with the new United Polaris service (e.g. pre-poured pre-departure beverages)?
A: We will continue listening to the feedback of our customers and our flight attendants and will adjust our processes where necessary to deliver the best service for our customers.
Some key points:

- Return of the salad/appetizer cart, although I suspect it's just going to be the meal cart with a fancy cover, to reduce the number of galley trips with hand-run trays
- Beverage carts coming back to the aisle (similar to DL and the former 3-cabin sUA business class service) with branded cart covers
- Soup is gone in Polaris First (so no more differentiation; the product isn't expected to last the full year, anyway)
- Wine tasting arches are gone
- No bloody mary carts (already announced)
- Hot bites will stay
- Bread refills to be offered (return of the bread basket?)
- Pre-departure chocolates returned to the pre-arrival tray

In many ways, this is going to look like the former three-cabin BusinessFirst service with nicer linens and serviceware. Overall, not the sweeping change (or depth of cuts) I was expecting. No word on provisioning of the other items (gel pillows, mattress pads, slippers, PJs, etc.)
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[Rumor] More Polaris "Enhancements" coming May 1, 2018? ...

Old Mar 24, 2018, 5:26 am
  #391  
 
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,203
Just got off UA901 (SFO-LHR).

No hot bites. No full body red wines (i.e. cabernet, shiraz). No slippers.

We were given PDB and chocolates although would rather have the sweet treat to take with me at the end of the flight and be given something savoury at the beginning of the flight. Did get the gel pillow (love this aspect of Polaris so wonder how long it will last).

Did use the SFO "international lounge", and found it disappointing. It was a much better GF lounge for food and drink selection. I asked about apple juice and was told there was none available.

People were great from check-in staff to lounge staff to FAs.

I paid for this Polaris experience it was not a GPU flight (not that this should matter).

Not enjoying the "enhancements", or what I would consider degradation of the Polaris soft product.
​​​

Last edited by Aussienarelle; Mar 24, 2018 at 5:36 am
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Old Mar 24, 2018, 6:06 am
  #392  
 
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Originally Posted by trust77
This is SOOOO HILLARIOUS.

I am also a pass rider on Delta and this new 1 May Polaris service flow screams DeltaOne all over it - ESPECIALLY the covered service carts in the aisles.

I'm going to say this change might be ok because it seems to work well in DeltaOne. Make no mistake though - UA copied DeltaOne in this case. Even the deserts, ice cream, and cheese/crackers/grapes in one cart is DeltaOne.

OMG the two (DL and UA) may as well merge already (but keep the MileagePlus redemption levels).
It goes both ways....CO had BusinessFirst, DL came out with BusinessElite. CO had 757s....then DL picked up some ex TWA 757s and flew them across the pond.
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Old Mar 24, 2018, 7:31 am
  #393  
 
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What is a covered service cart? (I’m envisioning a completely covered tent like cart with items not visible.)

Last edited by FLYMSY; Mar 24, 2018 at 7:40 am
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Old Mar 24, 2018, 8:00 am
  #394  
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Originally Posted by FLYMSY
What is a covered service cart? (Im envisioning a completely covered tent like cart with items not visible.)
In Delta's case, it is a black cloth slip-over cover, not unlike the covers some people put on a sofa. It basically dresses up the old, banged up cart.
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Old Mar 24, 2018, 8:12 am
  #395  
 
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Originally Posted by qukslvr619
It goes both ways....CO had BusinessFirst, DL came out with BusinessElite. CO had 757s....then DL picked up some ex TWA 757s and flew them across the pond.
Glen Hauenstein.
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Old Mar 24, 2018, 8:55 am
  #396  
 
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Originally Posted by Aussienarelle
Just got off UA901 (SFO-LHR).

No hot bites. No full body red wines (i.e. cabernet, shiraz). No slippers.

We were given PDB and chocolates although would rather have the sweet treat to take with me at the end of the flight and be given something savoury at the beginning of the flight. Did get the gel pillow (love this aspect of Polaris so wonder how long it will last).

Did use the SFO "international lounge", and found it disappointing. It was a much better GF lounge for food and drink selection. I asked about apple juice and was told there was none available.

People were great from check-in staff to lounge staff to FAs.

I paid for this Polaris experience it was not a GPU flight (not that this should matter).

Not enjoying the "enhancements", or what I would consider degradation of the Polaris soft product.
​​​
wait no slippers, even when you asked? or were they just not there by default? i bring those back with me every time and we use them at home
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Old Mar 24, 2018, 9:38 am
  #397  
 
Join Date: Oct 2015
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Originally Posted by mrt88
wait no slippers, even when you asked? or were they just not there by default? i bring those back with me every time and we use them at home
Flew IAH-SCL the other night. No slippers were boarded. I didnt ask for the other items but the crew was great and seemed to have no issue getting the gel pillows out etc.

Am I the only one here who is going to feel like a PITA if I ask for a cocktail PDB now when they come around with pre-poured water, champagne and juice?
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Old Mar 24, 2018, 10:41 am
  #398  
 
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Originally Posted by mrt88
wait no slippers, even when you asked? or were they just not there by default? i bring those back with me every time and we use them at home
Asked . They looked for the slippers and told me there were none as it was not a pyjama flight. I commented how I had always been able to get them in the past. I use them on the flight as the socks do not cut it in the toilet by the end. Love Asian airlines as they always provide slippers.

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Old Mar 24, 2018, 10:59 am
  #399  
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Originally Posted by mrt88
I'm glad they're keeping the hot bites! Though I'm confused as to what length flights have to be to have them, will SFO-LHR/FRA/MUC still have them? I think I didn't see them on the menu on my last SFO-LHR
Same here: Hot snacks have been my choice for pre-arrival meal on several TATL Westbound trips.
Looks like TATL Eastbounds will not have them.
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Old Mar 24, 2018, 12:10 pm
  #400  
 
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Originally Posted by Aussienarelle
Asked . They looked for the slippers and told me there were none as it was not a pyjama flight. I commented how I had always been able to get them in the past. I use them on the flight as the socks do not cut it in the toilet by the end. Love Asian airlines as they always provide slippers.

In some flights, the slippers are needed to go the toilet before the flight has even left the gate. But I think I did get some on my flights to and from MUC. They were already at the seat when boarding.
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Old Mar 24, 2018, 12:11 pm
  #401  
 
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Originally Posted by cesco.g
Same here: Hot snacks have been my choice for pre-arrival meal on several TATL Westbound trips.
Looks like TATL Eastbounds will not have them.
TATL eastbounds (at least from the East Coast/ORD) have not had them for a long time and I'm not sure if they were ever provisioned with hot bites at all. Certain westbound TATL have hot bites (early AM departures, I've seen).
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Old Mar 24, 2018, 12:53 pm
  #402  
 
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Originally Posted by EWR764
TATL eastbounds (at least from the East Coast/ORD) have not had them for a long time and I'm not sure if they were ever provisioned with hot bites at all. Certain westbound TATL have hot bites (early AM departures, I've seen).
No hot bites on UA901 4.10pm departure SFO-LHR on March 23. FA confirmed lobster mac and cheese no longer offered. I do not like the breakfasts on planes so the hot bites was my solution. I am hoping the LHR-SFO return flight has them but not holding my breath.

Really struggling as to why has UA decided to degrade their premium product?
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Old Mar 24, 2018, 1:05 pm
  #403  
 
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Originally Posted by Aussienarelle
No hot bites on UA901 4.10pm departure SFO-LHR on March 23. FA confirmed lobster mac and cheese no longer offered. I do not like the breakfasts on planes so the hot bites was my solution. I am hoping the LHR-SFO return flight has them but not holding my breath.

Really struggling as to why has UA decided to degrade their premium product?
I think you'll find the hot bites available on your LHR-SFO. I am sure the uptake rate for the hot bites on eastbound redeyes to EU was quite low.

The hot bites were originally contemplated to replace the midflight service on long hauls to Asia and were expanded to longer daylight flights initially. I'd really love to see a BTC option once UA, at long last, rolls out online meal ordering. The hot bites have been most useful to me when I replace one of the entree choices from the menu during the main service (I can only eat so many times on a flight), so I'd be OK with giving that up if I can pick meals I actually want to eat.
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Old Mar 24, 2018, 2:31 pm
  #404  
 
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Originally Posted by EWR764
.... I'd really love to see a BTC option once UA, at long last, rolls out online meal ordering. The hot bites have been most useful to me when I replace one of the entree choices from the menu during the main service (I can only eat so many times on a flight), so I'd be OK with giving that up if I can pick meals I actually want to eat.
Wait, what ???

When when was online meal ordering announced? That would be major!
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Old Mar 24, 2018, 2:50 pm
  #405  
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Originally Posted by Aussienarelle
I am hoping the LHR-SFO return flight has them but not holding my breath.
They had them out of LHR to the West Coast a couple of months ago: Tomato soup, some (shepherds ?) pie.
My favorite is still the beef stew & spaetzle out of FRA/ZRH. ZRH was especially tasty. Reminded me of a hunters stew served during venison
season in Switzerland.
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