narvik

Not if they also cut some services provided.

RandomBaritone

I smiled when I saw this comment. Haven't observed it recently, but back in 2013 this was an ongoing issue. Back when I first started getting upgraded I recall being amazed at how inedible the pasta dishes were—there were times the entire top layer of penne was hard as a rock, as if it had never been dunked in boiling water. I mentioned it to an FA once and she just shrugged.

seanp7

You're both right. Admittedly, my pasta rule is for flying in long haul Y on some Australian/Asian airlines where it has been decent. Only UA could mess up pasta. I will admit I've had some crispy edges on UA too - which I've dodged, eaten the edible pieces in the middle or on the bottom, and then starved hoping the sundae comes quickly...

troybondi

Fair enough, but the title still seems a little "click baity" to me.

BE-58

Let's be honest: the whole idea of Polaris was a temporary idea for Oscar to say that he had done something significant for his premium travelers. Something like a marketing campaign that is designed to time out. When it first launched, there was a sense of pride across the company - that the FAs would finally have something good to deliver to their customers after years of crap. With these cuts, we're right back where we started. The seats are taking years to get done, the lounges are mediocre (especially SFO), and now the on-board soft product is being reduced.

I'll close the year with ~250 BIS miles and can tell you that 2018 was the year of cuts across the system. (DEN-SFO blocked at 2+50 with a "snack" for dinner. Give me a break. Fly Qantas business on a 1+15 leg and see what they can do.) What I can't figure out is the business model of degrading your product for your most profitable customers. United is clearly all about putting their investors first, not customers.

Just remember, these United execs don't have to use their own product for business. They just sit in Chicago, make bad decisions, then wonder why everyone is upset. We are the ones who have to get off the plane after flying for 15 hours, go straight to the meeting, then decide whether it's worth our time to argue about a service we didn't receive after paying $10K+. In the loyalty matrix, I am "trapped", not "truly loyal".

manstein58

You said it as well as anyone. Today had two flights cancelled out from under me. I get the weather bit but, in the past, UA at least let you know and rebooked you. Now you have to check the website and rebook on your own. And Oscar is clearly just a figure head. "Greasy Thumb" Kirby is calling the shots

LC757

"Streamlining" is United's favorite euphemism for "cuts". It's almost never a good thing.

Pointlessly_1K

Indeed. Last week I flew Air Canada for the first time. It was just a short flight from PHL-YYZ, about one hour and 10 minutes, and I was surprised to be served a full, hot breakfast comparable to what United serves on Polaris international flights. It was impressive.

avi8tir

was told by the pursor on yesterday's flight that the new service model rolled out Feb 1 has reduced FA count in Polaris PMCO 772 from 6 to 5. As well I do not believe they split the front cabin and back cabin anymore. the 6th FA is now in Y.

Anyone else notice this? They were scrambling to get service done but actually did a good job. As if they were aware if they didn't push it, service would be a disaster so, kudos to them.

flyme2

Unfortunately, UA is no different than most publicly traded corporations. Their first obligation is to their shareholders, not their customers. As long as profits are on the rise, the customer is merely one other statistic to consider. It's not about providing enhanced service, it's about providing enhanced earnings.

eng3

Unless there have been severe cuts in the past 3mo, I don't think we are "back where we started" Yes the rollout is painfully slow, but its not like they are removing polaris seats and putting the old ones back. We still have a pretty similar soft product. One less pillow. I never really noticed a huge difference in food product from pre-polaris to polaris. Less things on carts? I don't track the alcohol that carefully, is that what you refer to? I haven't been to the SFO lounge for a while. You can still sit down and order a "cooked to order" meal right? That is still miles better than the old UC. And it may have been a lucky day, but the SFO dining room was the only time I got my food in 5min vs 20min. Maybe there has been a reduction, but I hardly thing we are back to where we started.
I do agree, that UA seems to have an odd business model of targeting their most profitable customers.

threeoh

That's why Air Canada, a publicly-traded corporation, can provide a nice breakfast and United cannot?

amtrakusa

is UA Polaris lounge not true investment into the customer? Is retrofitting all international widebodies in 3 to 4 years not investment into the customer? is having the best APP in the industry not investing into the customer? is having the best bedding in the sky not investment into the customer?

there are other things that will take longer time to turn around than other, but no doubt United is rising and its future is bright.

why United, a publicly-traded corporation, can provide a better pajama in business class but Air Canada cannot?
why United, a publicly-traded corporation, can provide a better APP for all customer but Air Canada cannot?

why United, a publicly-traded corporation, can only fit 350 seats into it 77W, but Air Canada has to cram their 77W with 400 seats?
Why United, a publicly-traded corporation, can allow award ticket in business class into their Polaris lounge, but Air Canada cannot let theirs into the signature room?

why United, a publicly-traded corporation, never charge YQ on their reward redemptions but AIr Canada charges outrageous amount on some of their partners?
....

usbusinesstraveller

Ari

My post 2/1 Polaris entree looked like a premium economy meal. Quality also was mediocre. Definitely worth eating in the lounge if you can swing it.