Mar 25, 2018, 4:42 pm
Last edit by: WineCountryUA
Word is out on another site (not my post) regarding a company memo about the May 1 "enhancements".
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.)
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 — they’ve 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 it’ll 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
• Entrées
• 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 entrée 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 country’s 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. What’s 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 we’ll 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 – We’re 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.
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 — they’ve 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 it’ll 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
• Entrées
• 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 entrée 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 country’s 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. What’s 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 we’ll 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 – We’re 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.
- 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.)
[Rumor] More Polaris "Enhancements" coming May 1, 2018? ...
Feb 8, 2018, 7:25 pm
#76
Join Date: Mar 2006
Location: NYC
Programs: UA Lifetime GS, SPG Gold
Posts: 211
Last edited by WineCountryUA; Feb 10, 2018 at 1:43 am Reason: repaired quote
Feb 8, 2018, 7:28 pm
#77
Join Date: Mar 2015
Location: NYC (Primarily EWR)
Programs: UA 1K / *G, Marriott Bonvoy Gold; Avis PC
Posts: 9,005
Last edited by WineCountryUA; Feb 10, 2018 at 1:45 am Reason: repaired quote
Feb 8, 2018, 7:45 pm
#78
Join Date: Jul 2011
Programs: AA Plat, UA 1K>Plat>moving to Silver
Posts: 2,090
Well, though a 1K, I don’t think I am particularly loyal ; they just have the routes I need. I will buy them so long as they have the cheapest business class or I can get R class at booking. I will get a lie flat seat for sleeping and that is the main thing. I can live with the rest. Though how that helps their bottom line I don’t know. When the price is the same, I will buy LH, AF, AC, ...
Feb 8, 2018, 7:46 pm
#79
Join Date: Mar 2009
Location: SJC / DPS
Programs: AS G75K, UA Silver
Posts: 1,757
I see no issue with it if that's where they're being cut. On some of the 6-9hr crossings, there's maybe 2-3 hours between (pretty substantial) meals.
Feb 8, 2018, 7:48 pm
#80
Join Date: May 2001
Location: RNO, NV, USA.
Programs: UA 2MM
Posts: 5,063
It's no rant, these are all very valid points - what it comes down to is Polaris has been a horrible disaster - terrible rollout, no product consistency, almost immediate cutbacks that continue through today, domestic F catering has now been cratered, and the bottom line appears they just don't feel any need or desire to compete - this entire airline's culture today, managed from the top down, appears to scream "why bother?"
Yes, the Polaris seat is a vast improvement, but look what it replaced! Now it's just barely on-par with seats from other airlines - Air Canada's 787 is similar, BR's now long-in-the-tooth RL seat is similar, the new Delta seat is potentially even better - there is just nothing to differentiate Polaris from any other airline's 2018 business product, and with the cutbacks, it falls behind products that have been out for years. On ANA, I can ask for an endless number of hot and cold snacks mid-flight - it's been that way for years - and I will get them served with a bow and a smile. What do I get on Polaris? Fighting for a pillow and mattress pad that is already waiting for me at my ANA or BR seat? Fishing through the same pile of un-eaten desserts, cheese plates, potato chips and raisins that most other airlines wouldn't dare set out in their galleys mid-flight?
Like you, I want United to succeed - but it appears as if every time there is a moment of hope, a spark of progress, they hire some moron (ie, Kirby this time around) who throws a bucket of water on the plan, turns the place into a miserable train-wreck, ruins the product for everyone, then finally bails with a multi-million dollar parachute.
Yes, the Polaris seat is a vast improvement, but look what it replaced! Now it's just barely on-par with seats from other airlines - Air Canada's 787 is similar, BR's now long-in-the-tooth RL seat is similar, the new Delta seat is potentially even better - there is just nothing to differentiate Polaris from any other airline's 2018 business product, and with the cutbacks, it falls behind products that have been out for years. On ANA, I can ask for an endless number of hot and cold snacks mid-flight - it's been that way for years - and I will get them served with a bow and a smile. What do I get on Polaris? Fighting for a pillow and mattress pad that is already waiting for me at my ANA or BR seat? Fishing through the same pile of un-eaten desserts, cheese plates, potato chips and raisins that most other airlines wouldn't dare set out in their galleys mid-flight?
Like you, I want United to succeed - but it appears as if every time there is a moment of hope, a spark of progress, they hire some moron (ie, Kirby this time around) who throws a bucket of water on the plan, turns the place into a miserable train-wreck, ruins the product for everyone, then finally bails with a multi-million dollar parachute.
Feb 8, 2018, 8:02 pm
#81
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,515
Feb 8, 2018, 8:07 pm
#82
Join Date: Mar 2015
Location: NYC (Primarily EWR)
Programs: UA 1K / *G, Marriott Bonvoy Gold; Avis PC
Posts: 9,005
I would also argue that if UA wants to pinch pennies, they should allow people to sign up to bypass dining service (either dinner or breakfast, or both) on these short red-eyes and hold passengers to it. Once the Polaris lounge opens in EWR, if I were flying J, I would be much more inclined to show up early and eat before getting on the plane, especially for TATL redeyes.
To me, that makes a lot more sense than needlessly aggravating customers by basically reducing Polaris back to BF-level of service.
Feb 8, 2018, 8:10 pm
#83
Join Date: Jul 2013
Location: MRY - CNX - TXL
Programs: UA 1K / *G / Marriott PE / Expedia Gold+ / Hertz PC
Posts: 7,058
Is everything stored in the same bin (pj, pillow, pad), or are they in different locations? Would you share which bin you found them on, or PM me if you don't want to state it publicly? I would rather just grab a pillow, pad and pajamas myself the moment I board, and be done with it.
Feb 8, 2018, 8:24 pm
#84
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,467
I do appreciate the hot snacks midflight though, and always looked forward to the noodle soup. I'd rather see UA cut the pre-arrival meal and upgrade the midflight snack.
Feb 8, 2018, 8:27 pm
#85
FlyerTalk Evangelist
Join Date: Nov 2004
Location: ORD
Programs: UA 1K
Posts: 16,901
Even on westbound flights from Europe-U.S., I basically skip the pre-arrival meal - it is way too much food. The only need to serve what is basically 2 full meals is on ULH flights. The amount of food served on the redeyes to Europe is ridiculous. It also severely cuts down on sleep...on an EWR-LHR flight where I had to run through immigrations & customs to get to the office, I got 3.5 hours of any kind of reasonable sleep...because the meal service went on for too long. This is where having a Polaris lounge in EWR would come in really handy.
I would also argue that if UA wants to pinch pennies, they should allow people to sign up to bypass dining service (either dinner or breakfast, or both) on these short red-eyes and hold passengers to it. Once the Polaris lounge opens in EWR, if I were flying J, I would be much more inclined to show up early and eat before getting on the plane, especially for TATL redeyes.
To me, that makes a lot more sense than needlessly aggravating customers by basically reducing Polaris back to BF-level of service.
I would also argue that if UA wants to pinch pennies, they should allow people to sign up to bypass dining service (either dinner or breakfast, or both) on these short red-eyes and hold passengers to it. Once the Polaris lounge opens in EWR, if I were flying J, I would be much more inclined to show up early and eat before getting on the plane, especially for TATL redeyes.
To me, that makes a lot more sense than needlessly aggravating customers by basically reducing Polaris back to BF-level of service.
Not Polaris, but a recent ORD-SFO breakfast flight had been downgraded to an egg Croissant.
Last edited by milepig; Feb 8, 2018 at 8:45 pm
Feb 8, 2018, 8:47 pm
#86
Join Date: Jul 2011
Programs: AA Plat, UA 1K>Plat>moving to Silver
Posts: 2,090
I would also argue that if UA wants to pinch pennies, they should allow people to sign up to bypass dining service (either dinner or breakfast, or both) on these short red-eyes and hold passengers to it. Once the Polaris lounge opens in EWR, if I were flying J, I would be much more inclined to show up early and eat before getting on the plane, especially for TATL redeyes.
Feb 8, 2018, 9:11 pm
#87
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
Like you, I want United to succeed - but it appears as if every time there is a moment of hope, a spark of progress, they hire some moron (ie, Kirby this time around) who throws a bucket of water on the plan, turns the place into a miserable train-wreck, ruins the product for everyone, then finally bails with a multi-million dollar parachute.
I do think the difference between say DL's management and UA's is that UA's management truly thinks that service and product quality does not matter - the old "people buy on price, network, and the 787" mentality is deep in UA at this point. As I have been saying for the last 6 years, in the real world people are not stupid, and when they find out that OALs give them a much better experience, and that that status, and those miles are really not worth much any longer, they start to look elsewhere...
Feb 8, 2018, 9:16 pm
#88
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Join Date: May 2001
Posts: 10,971
My strategy is to focus on eating on the plane and focus on sleeping once I arrive 
I can see the hot bites not really necessary for flights 8 or fewer hours. However, for flights that are > 12 hours, it is crazy to not offer something hot mid-flight in C - especially the entree usually does not fill me up.
I can see the hot bites not really necessary for flights 8 or fewer hours. However, for flights that are > 12 hours, it is crazy to not offer something hot mid-flight in C - especially the entree usually does not fill me up.
Feb 8, 2018, 9:28 pm
#89
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Join Date: Nov 2004
Location: ORD
Programs: UA 1K
Posts: 16,901
Using ORD as my example, the Polaris lounges are already on the downhill zephyr. I see little hope there.
Feb 8, 2018, 9:42 pm
#90
Join Date: Mar 2007
Location: EWR-SEA-IAD
Programs: UA 1P MM, AS MVP G*, SPG Gold, Hyatt Plat, IHG Plat, Hilton Diamond, Marriott Gold
Posts: 977
I have a 15 hour EWR-PVG next week. If hot bites are indeed gone, that's a downgrade from the mid flight hot noodle soup service they had on TPACs prior to the Polaris rollout.
It seems pretty likely to me that Kirby's influence has been all over these recent "death by a thousand cuts". But with each cut, UA pushes me closer and closer to DL.
It seems pretty likely to me that Kirby's influence has been all over these recent "death by a thousand cuts". But with each cut, UA pushes me closer and closer to DL.
Boiling water in a small unstable cup with what I think was some kind of sweet tofu or something? lol, what could go wrong?