2 years later: Polaris Hype vs. Actual - Is it worth it?
Dec 17, 2018, 12:36 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
2 years later: Polaris Hype vs. Actual - Is it worth it?
Saw the following advert still up at the BOS UC on 12/14/18:
Some version of "Polaris" arrived to grand fanfare two years ago this month. That being said, what was promised/hyped vs. what has been delivered vs. what's now being offered are different things to different people on FT.
What was UA Global First is almost gone. What is now offered to International travellers on UA as Polaris isn't terribly consistent and its branding continues to be confused. Hard product retrofits still not done and lounges are still behind schedule. Soft product is both inconsistent and cut backs from what was promised/hyped keep happening.
It is clear that UA's move away from a F product to a J-type "experience" is what management thought (or was sold as) would be a differentiator and potentially be a great moneymaker.
For those who've purchased/purchasing these J-class fares - do you think it is worth it? Should we expect anything better in terms of value of service provided?
David
Some version of "Polaris" arrived to grand fanfare two years ago this month. That being said, what was promised/hyped vs. what has been delivered vs. what's now being offered are different things to different people on FT.
What was UA Global First is almost gone. What is now offered to International travellers on UA as Polaris isn't terribly consistent and its branding continues to be confused. Hard product retrofits still not done and lounges are still behind schedule. Soft product is both inconsistent and cut backs from what was promised/hyped keep happening.
It is clear that UA's move away from a F product to a J-type "experience" is what management thought (or was sold as) would be a differentiator and potentially be a great moneymaker.
For those who've purchased/purchasing these J-class fares - do you think it is worth it? Should we expect anything better in terms of value of service provided?
David
Dec 17, 2018, 12:59 am
#3
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
Polaris is a great experience. It's sad to lose F, but UA's F was always pretty lousy. Polaris is a huge improvement over the old J, and at the old J prices or even better I'm pretty happy.
Dec 17, 2018, 1:10 am
#4
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Dec 17, 2018, 1:59 am
#5
FlyerTalk Evangelist
Join Date: Apr 2003
Programs: UA*Lifetime GS, Hyatt* Lifetime Globalist
Posts: 12,318
I would not say all the meals out of Asia are better. The Beijing and Shanghai caterings are underwhelming based on my monthly flights.Caterings out of NRT/HND/SIN/MEL are pretty decent. I have not flown UA out of HKG for awhile and never out of ICN and TPE.EX-LHR is also pretty good.Ex-UA catering is inconsistent between the hubs. During one month this year, I had three flights out of SFO, ORD and IAD to the same destination in Asia. I ordered the same entrée on each flight, they came out differently in terms of taste, portion and presentation (I guess that is on FA not catering). EWR's Chelsea Kitchen seem to do a better job than GateGourmet.
Dec 17, 2018, 2:02 am
#7
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,530
Dec 17, 2018, 2:41 am
#8
Join Date: Apr 2012
Location: ORD
Programs: United 100K, Etihad Gold, Marriot Platinum, Hilton Gold
Posts: 578
I will assure you the catering Ex-Beijing is pretty .......
I like it for the most part, only downside is the area under the seat doesn't really have space for my clown sized feet. Also, some of the Flight Attendants suck
I like it for the most part, only downside is the area under the seat doesn't really have space for my clown sized feet. Also, some of the Flight Attendants suck
Dec 17, 2018, 2:52 am
#9
Join Date: Nov 2006
Location: DSM, BKK or anywhere with an airport
Programs: UA 2P, HH Gold
Posts: 1,018
Overall I love it. Every once in a great-while I'll have a sub-par FA, but other than that UA did a really good job here. Of concern is that they have cut away at the soft product a bit, I hope that doesn't continue.
Dec 17, 2018, 4:31 am
#11
Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,444
It's disappointing to see the product cut back already, but I wouldn't go back to the old way. By this point two years ago, the existing international premium cabins of BF/GF had been cut to a pretty substandard level... we aren't quite back to the days of Dom, caviar and Godiva in United First.
For these reasons, I think we're still better off:
- 4 (soon to be 5) Polaris lounges at major domestic gateways. The best lounge product UA has ever offered. They got it right.
- Bedding onboard is much better than before (mattress pad, gel pillow, duvet, plus PJs in certain markets)
- 45 airplanes on property with Polaris seats and 7 more in mod, the pace is picking up
Mistakes clearly were made, but this never could have been an overnight process. Truth be told, we would be highly critical of United regardless of their Polaris roll-out strategy.
For these reasons, I think we're still better off:
- 4 (soon to be 5) Polaris lounges at major domestic gateways. The best lounge product UA has ever offered. They got it right.
- Bedding onboard is much better than before (mattress pad, gel pillow, duvet, plus PJs in certain markets)
- 45 airplanes on property with Polaris seats and 7 more in mod, the pace is picking up
Mistakes clearly were made, but this never could have been an overnight process. Truth be told, we would be highly critical of United regardless of their Polaris roll-out strategy.
Dec 17, 2018, 4:34 am
#12
Join Date: Mar 2010
Location: PIT
Programs: OZ Diamond, UA Gold
Posts: 9,906
Dec 17, 2018, 4:38 am
#13
Join Date: Mar 2004
Location: LAX IAH AMS
Programs: UA GS 1MM
Posts: 1,266
New seats, new lounges -- great improvement. So, hard product (when you get an actual polaris aircraft) is improved greatly.
The service/soft product aspect was rolled out and then virtually all rolled back. Plus, can't fix grumpy flight attendants who get visually annoyed when you ask for anything. Soft product is still a C- or C at best.
Combine that with the new seats and lounges gets UA to a C+ in my book.
The service/soft product aspect was rolled out and then virtually all rolled back. Plus, can't fix grumpy flight attendants who get visually annoyed when you ask for anything. Soft product is still a C- or C at best.
Combine that with the new seats and lounges gets UA to a C+ in my book.
Dec 17, 2018, 4:46 am
#14
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,530
Where I am critical is the reversion to cheapness in the food and drink product. If you're going to make Polaris your signature up front product, serving smaller food portions and cheaper wines than were first rolled out just smacks of a low rent mentality. pmUA served decent wine, and pmCO served pretty good food, and instead of the best of both carriers, we get pm-UA quality food and pmCO-quality wine. All to make Wall Street happy.
Dec 17, 2018, 4:59 am
#15
Join Date: Mar 2015
Location: NYC (Primarily EWR)
Programs: UA 1K / *G, Marriott Bonvoy Gold; Avis PC
Posts: 8,999
The hard product and the lounges are great. What was poorly done were the expectations set about the rollout. That’s a marketing problem that, based upon UA’s ‘historic’ announcement about INTL routes that fell way short, still exists in spades today.