EWR764

I think those caveats would sink any attempt at comp. UA isn't delivering a published benefit of the product *at all* (in the case of F meals) while it's just the hot food, rather than the shelf-stable Y items, that areavailable in the back. GS/1K are of course entitled to snack boxes too.

iluv2fly

So if a 1K/GS were seated in the last row of E+ and the FA told him/her that all the hot items were taken by the passengers in front of them, does anyone think that he/she would be entitled to comp?

villox

A 1K or GS should know by now that if they they care more about getting a free hot food item than sitting in the exit row they should sit closer to the front.

transportprof

I think that every Y pax who wanted to/planned to buy a hot meal on these flights but was blindsided by the kitchen closure deserves some consideration. The only thing we know for sure with GS and 1Ks is that they are given first priority on these items (in my experience) and thus plan accordingly. I would not have bought a meal in the terminal if I was taking a >3.5 hour flight in Y and would be expecting a hot sandwich or something similar - unless I had been informed in advance of the "disturbance in the kitchen".

UA has chosen not to publicize this disruption, except to selected F pax (and I was in F in late August and didn't get the email about the disruption then, either). so they should expect some Y pax to feel like there was a service failure. Do they want those pax to go away mad, or just to go away?

I'm not saying they should get the same comp as F pax, but they deserve something - if they were left hungry through lack of communication on this matter which United demonstrates that it is capable of at least to some pax, some of the time.

TomMM

And it also states "subject to availability on your flight".

BeeeJay

Use the voucher upon arrival at destination, that is what I did the first week when they didn't know how to deal with the situation and vouchers were given just before boarding.

Also the expiration is the month and year, although I got my first one on 8/31, so made sure to use it upon arrival at ORD.

BullishGS

Perhaps 1K/GS tend to book tickets last minute or do SDC so E+ seats near the front are already occupied? Perhaps the entire E+ section is full?

TerryK

Is EWR-HNL fight ok with catering as it is ps service?

WineCountryUA

EWR-HNL is not PS or Premium Transcon service. It is a regular domestic flight with lie-flat Domestic F seats.

TerryK

Oh, didn't realize this. So, no hot meals on EWR-HNL F? I have a booking next week.

miasmal

I have a flight this Friday ... this would be a major problem if no hot meals on a 13 hour flight

spartacusmcfly

Just spoke to the Cust Service desk. They mentioned the refrigerator system being upgraded is the size of a building. Seems like the bacterial contamination is forcing an unplanned upgrade to a large piece of infrastructure. This may take some time...

transportprof

This is starting to sound more and more like Denver.

spin88

I have been watching this from afar, as the chances that I would willingly fly UA via EWR are practically zero. I am struck though how ham handed their response has been (as with DEN) in handling the passengers (first class, either paid, or having sufficient status to get upgraded) that UA should not want to PO.

United could have arranged a different food supplier - which would have cost more $$$, so that was out.

United could have been honest about the situation, put a team on making sure that notifications went out, and given notice to everyone well in advance, as well as compensation. But that would have taken management competence and a culture that values providing good service. So that was out.

The idea that United will just not have anything but snack boxes on TCON/ong flights in First, for a week, let along months as it appears, is really a reflection of the poor culture of service that has become ingrained in UA's DNA after Jeff and his minions took over. The response of the CNBC host to what is going on (being upset that on a EWR-SAN flight they got snack boxes) is reflective of what most passengers will feel (outside of the few FTers who would rather figure out a way to get a $100 voucher). They don't want a $20 voucher - perhaps not given in time to eat before the flight - they are busy/successful people and want to be fed on a long flight.

artvandalay

I can't remember any time when two UA hub kitchens were shut down in the same year. The fact that Oscar Munoz referred to this EWR debacle as "a hickup" just opens the door for speculation about possible UA plans for future inflight "service." Think of all the money that could be saved/made if not for those pesky ovens.