Jan 17, 2020, 6:38 pm
Last edit by: WineCountryUA
Archive thread -- Active thread is United Polaris - New Business Class seats & inflight service -- 3+ years after Intro
United website - Explore: http://view.ceros.com/united/polaris-business-class/p/1
from UA's Facebook stream
Official Polaris Lounge Access Rules are here: Polaris Lounge Access Rules
United Polaris Business and Polaris First pax may access the Polaris lounge at connecting airports and their final destination within 24 hours of departure or arrival.
*A international J and F pax may only access the Polaris lounge at the departure airport. For purposes of Polaris lounge access, Canada, the Caribbean, Central America, and Guam are excluded from the definition of "international."
Seat Chart.
Press release: http://www.prnewswire.com/news-relea...300278706.html
NEW YORK, June 2, 2016 /PRNewswire/ -- With the aspiration of making weary business travel a relic of the past, United Airlines today unveiled its all-new United Polaris business class, the airline's most significant product transformation in more than a decade, featuring a reimagined, sleep-enhancing, departure-to-landing experience for intercontinental travelers.
Named after the North Star, United Polaris is the shining new star of business class travel that flyers can turn to for a tranquil and restful journey.
"United Polaris will change the game in international business travel with an exceptional level of relaxation and comfort throughout our customers' journeys," said Oscar Munoz, president and CEO of United. "This completely reconceived experience exemplifies the new spirit of United and the innovation, excitement and operational momentum across our airline."
Path-Breaking Design
In setting out to create a transformative business class experience, United chose to outfit its widebody fleet with a custom-designed, exclusive-to-United seat, rather than select an option already in the marketplace. Designed in partnership with Acumen Design Associates and PriestmanGoode and manufactured by Zodiac Seats United Kingdom, each United Polaris seat will offer direct access to the aisle, 180-degree flat-bed recline and up to 6 foot 6 inches of bed space.
Crafted as individual, forward-facing, suite-like pods, each customer's personal suite will feature a "Do Not Disturb" sign, mood lighting, one-touch lumbar support, several storage areas, multiple surfaces for simultaneous working and dining, a 16-inch high-definition entertainment screen and, for seats in the center of the cabin, electronic privacy dividers. Complementing the new seats, United and PriestmanGoode have also conceived an all-new look for the United Polaris cabins.
In rethinking the international business class experience, United conducted more than 12,000 hours of research, and sleep emerged as the single most important priority for international business class travelers. United Polaris' path-breaking design and sleep-enhancing focus was inspired and informed by insights from hundreds of customers and employees, inflight product simulations and more than 100 product evaluations.
Sleep-Enticing Amenities
In addition to the sleep-enticing United Polaris personal suites, several other amenities were designed with our customers' sleep in mind.
In a first-of-its-kind partnership, United has worked with leading luxury specialty store Saks Fifth Avenue for custom-designed bedding. All designed to provide the best sleep in the sky, the new bedding collection will feature plush duvets, lightweight day-blankets and a large and small pillow for each United Polaris customer. In addition, mattress cushions will be available upon request.
Slippers will be available on all flights, and customized United Polaris pajamas will be available by request on flights longer than 12 hours**. Flyers will also be able to request a gel-cooled pillow. New amenity kits will feature ergonomically designed eye shades, calming lavender pillow mist and additional products from Soho House & Co.'s Cowshed Spa.
With the introduction of United Polaris, the airline intends to donate tens of thousands of pillows, blankets and other inflight service items to Fisher House Foundation, which United and its employees have long supported.
Elevated Dining Experience
Upon boarding their flight, each United Polaris customer will be welcomed with a pre-departure beverage of his or her choice and gourmet chocolate. While in the air, customers will enjoy regionally influenced in-flight menus updated seasonally, developed in partnership with The Trotter Project and its critically recognized chefs, including Bill Kim of acclaimed Chicago restaurants Urbanbelly, bellyQ and Belly Shack.
The airline will offer an upgraded wine experience, with the highest-quality options curated exclusively by United's Master Sommelier. Inflight service will also include made-to-order signature ice cream sundaes, a dessert cart with a variety of petit dessert options, chocolate truffles and wine flights. On daytime flights longer than eight hours and on all flights longer than 12 hours, hot mid-flight snacks such as lobster macaroni and cheese will be available.
Raising The Bar With United Polaris Business Class Lounges
United will also open an exclusive portfolio of United Polaris business class lounges in nine locations around the world – the only lounge of its kind offered by a U.S. airline to business class customers – that will feature custom-designed chairs, private daybeds, spa-like showers and chef-inspired hot meals served in a boutique restaurant setting so customers can refresh and dine before boarding their planes. Premium sparkling wines and spirits, refreshing snacks and bottled water will also be offered.
The first new United Polaris lounge will open at Chicago O'Hare International Airport on Dec. 1, 2016. Lounges in eight other locations – Los Angeles, San Francisco, Houston, New York/Newark, Washington Dulles, Tokyo Narita, Hong Kong and London Heathrow – will follow in 2017.
United Polaris Introduction
United will begin to introduce United Polaris on Dec. 1, 2016, with the new inflight food and beverage experience, new custom bedding from Saks Fifth Avenue, new amenity kits and the new United Polaris lounge in Chicago. The United Polaris business class seat will first take flight in December on Boeing 777-300ER aircraft and subsequently on Boeing 787-10 and Airbus A350-1000 aircraft, as well as on Boeing 767-300 and 777-200 retrofits.
United Polaris will serve business class customers flying the U.S. airline industry's most global route network, reaching more than 330 destinations in more than 50 countries.
More information on the United Polaris business class can be found at united.com/Polaris.
** Flights with pajama service (for both directions)
SFO - ICN, PEK, PVG, HGH, XIV, TPE, AKL, HKG, CTU, SYD, TLV, SIN
EWR - NRT, PEK, DEL, BOM, HKG, PVG
ORD - NRT, PEK PVG, HKG
LAX - PVG, SYD, MEL, SIN
IAD - NRT, PEK
IAH - NRT, SYD
(from United Twitter feed https://pbs.twimg.com/media/CyjFHZLW...jpg&name=large
{Similar Threads:
Polaris Lounge Roadmap 2017-2018 (wiki) (thread)
Polaris lounge ORD - opened 01 Dec 2016 (wiki) (thread)
SFO Lounge changes? Which will become Polaris? Shower options?(wiki) (thread)
United Polaris-New Business Class seats & inflight service and new Polaris Lounges(wiki) (thread)}
United website - Explore: http://view.ceros.com/united/polaris-business-class/p/1
from UA's Facebook stream
Only customers traveling in United Polaris business class or United Polaris Global First on international flights and customers in Star Alliance international first or business class cabins on flights longer than six hours will have access to the United Polaris Lounge.
United Polaris Business and Polaris First pax may access the Polaris lounge at connecting airports and their final destination within 24 hours of departure or arrival.
*A international J and F pax may only access the Polaris lounge at the departure airport. For purposes of Polaris lounge access, Canada, the Caribbean, Central America, and Guam are excluded from the definition of "international."
Seat Chart.
Press release: http://www.prnewswire.com/news-relea...300278706.html
NEW YORK, June 2, 2016 /PRNewswire/ -- With the aspiration of making weary business travel a relic of the past, United Airlines today unveiled its all-new United Polaris business class, the airline's most significant product transformation in more than a decade, featuring a reimagined, sleep-enhancing, departure-to-landing experience for intercontinental travelers.
Named after the North Star, United Polaris is the shining new star of business class travel that flyers can turn to for a tranquil and restful journey.
"United Polaris will change the game in international business travel with an exceptional level of relaxation and comfort throughout our customers' journeys," said Oscar Munoz, president and CEO of United. "This completely reconceived experience exemplifies the new spirit of United and the innovation, excitement and operational momentum across our airline."
Path-Breaking Design
In setting out to create a transformative business class experience, United chose to outfit its widebody fleet with a custom-designed, exclusive-to-United seat, rather than select an option already in the marketplace. Designed in partnership with Acumen Design Associates and PriestmanGoode and manufactured by Zodiac Seats United Kingdom, each United Polaris seat will offer direct access to the aisle, 180-degree flat-bed recline and up to 6 foot 6 inches of bed space.
Crafted as individual, forward-facing, suite-like pods, each customer's personal suite will feature a "Do Not Disturb" sign, mood lighting, one-touch lumbar support, several storage areas, multiple surfaces for simultaneous working and dining, a 16-inch high-definition entertainment screen and, for seats in the center of the cabin, electronic privacy dividers. Complementing the new seats, United and PriestmanGoode have also conceived an all-new look for the United Polaris cabins.
In rethinking the international business class experience, United conducted more than 12,000 hours of research, and sleep emerged as the single most important priority for international business class travelers. United Polaris' path-breaking design and sleep-enhancing focus was inspired and informed by insights from hundreds of customers and employees, inflight product simulations and more than 100 product evaluations.
Sleep-Enticing Amenities
In addition to the sleep-enticing United Polaris personal suites, several other amenities were designed with our customers' sleep in mind.
In a first-of-its-kind partnership, United has worked with leading luxury specialty store Saks Fifth Avenue for custom-designed bedding. All designed to provide the best sleep in the sky, the new bedding collection will feature plush duvets, lightweight day-blankets and a large and small pillow for each United Polaris customer. In addition, mattress cushions will be available upon request.
Slippers will be available on all flights, and customized United Polaris pajamas will be available by request on flights longer than 12 hours**. Flyers will also be able to request a gel-cooled pillow. New amenity kits will feature ergonomically designed eye shades, calming lavender pillow mist and additional products from Soho House & Co.'s Cowshed Spa.
With the introduction of United Polaris, the airline intends to donate tens of thousands of pillows, blankets and other inflight service items to Fisher House Foundation, which United and its employees have long supported.
Elevated Dining Experience
Upon boarding their flight, each United Polaris customer will be welcomed with a pre-departure beverage of his or her choice and gourmet chocolate. While in the air, customers will enjoy regionally influenced in-flight menus updated seasonally, developed in partnership with The Trotter Project and its critically recognized chefs, including Bill Kim of acclaimed Chicago restaurants Urbanbelly, bellyQ and Belly Shack.
The airline will offer an upgraded wine experience, with the highest-quality options curated exclusively by United's Master Sommelier. Inflight service will also include made-to-order signature ice cream sundaes, a dessert cart with a variety of petit dessert options, chocolate truffles and wine flights. On daytime flights longer than eight hours and on all flights longer than 12 hours, hot mid-flight snacks such as lobster macaroni and cheese will be available.
Raising The Bar With United Polaris Business Class Lounges
United will also open an exclusive portfolio of United Polaris business class lounges in nine locations around the world – the only lounge of its kind offered by a U.S. airline to business class customers – that will feature custom-designed chairs, private daybeds, spa-like showers and chef-inspired hot meals served in a boutique restaurant setting so customers can refresh and dine before boarding their planes. Premium sparkling wines and spirits, refreshing snacks and bottled water will also be offered.
The first new United Polaris lounge will open at Chicago O'Hare International Airport on Dec. 1, 2016. Lounges in eight other locations – Los Angeles, San Francisco, Houston, New York/Newark, Washington Dulles, Tokyo Narita, Hong Kong and London Heathrow – will follow in 2017.
United Polaris Introduction
United will begin to introduce United Polaris on Dec. 1, 2016, with the new inflight food and beverage experience, new custom bedding from Saks Fifth Avenue, new amenity kits and the new United Polaris lounge in Chicago. The United Polaris business class seat will first take flight in December on Boeing 777-300ER aircraft and subsequently on Boeing 787-10 and Airbus A350-1000 aircraft, as well as on Boeing 767-300 and 777-200 retrofits.
United Polaris will serve business class customers flying the U.S. airline industry's most global route network, reaching more than 330 destinations in more than 50 countries.
More information on the United Polaris business class can be found at united.com/Polaris.
[From [email][email protected] 11/15/2016]
Starting December 1, 2016, United Polaris Business Class service will replace United BusinessFirst service on international flights, and United Polaris Global First service will replace the current United Global First service.
Between 2017 to 2019 eight additional United Polaris lounges will open at EWR, HKG, IAD, IAH, LAX, LHR, NRT and SFO. We do not have the exact opening dates at this time. A scheduling announcement will be forthcoming.
Starting December 1, 2016, United Polaris Business Class service will replace United BusinessFirst service on international flights, and United Polaris Global First service will replace the current United Global First service.
Between 2017 to 2019 eight additional United Polaris lounges will open at EWR, HKG, IAD, IAH, LAX, LHR, NRT and SFO. We do not have the exact opening dates at this time. A scheduling announcement will be forthcoming.
SFO - ICN, PEK, PVG, HGH, XIV, TPE, AKL, HKG, CTU, SYD, TLV, SIN
EWR - NRT, PEK, DEL, BOM, HKG, PVG
ORD - NRT, PEK PVG, HKG
LAX - PVG, SYD, MEL, SIN
IAD - NRT, PEK
IAH - NRT, SYD
(from United Twitter feed https://pbs.twimg.com/media/CyjFHZLW...jpg&name=large
{Similar Threads:
Polaris Lounge Roadmap 2017-2018 (wiki) (thread)
Polaris lounge ORD - opened 01 Dec 2016 (wiki) (thread)
SFO Lounge changes? Which will become Polaris? Shower options?(wiki) (thread)
United Polaris-New Business Class seats & inflight service and new Polaris Lounges(wiki) (thread)}
United Polaris - New Business Class seats & inflight service {Archive}
Jun 6, 2016, 4:46 pm
#661
FlyerTalk Evangelist
Join Date: May 2001
Location: LAX; AA EXP, MM; HH Gold
Posts: 31,789
As for JL, its labor costs are not anywhere near 40% to 50% lower than AA's labor costs. More like 10%, and when you normalize the labor costs of AA and JL by including all outsourced labor costs, the difference in labor costs is negligible. I'm not as familiar with NH, but I doubt that its labor costs are 40% to 50% lower than UA's labor costs.
Jun 6, 2016, 5:08 pm
#662
Join Date: Jun 2008
Programs: TK*G (E+), IHG Plat Ambassador
Posts: 7,884
If the new UA seats are produced by Zodiac, at least we know why the delayed delivery of AA new B772 C-class seats, so that AA was forced to break the contract
Sorry for sarcasm...
Sorry for sarcasm...
Jun 6, 2016, 5:51 pm
#663
Join Date: Oct 2010
Location: MSP
Posts: 482
As a, when my mileage balance allows it, business flyer, I'm excited by what Polaris should bring. I love the idea of a dedicated lounge. I think the seat also looks nice. Sure, it could be bigger, but I like having more of them since that should hopefully increase the number of saver level tickets.
That is the other part I'm excited for. Seeing the two sides go back and forth.
- How dare they make business so dense, don't they know there should be 30 square feet of space for each business seat
- Yay for high density, now I can upgrade and get saver awards
Although I really think most on here want both items which just doesn't happen in a shareholder driven economy.
That is the other part I'm excited for. Seeing the two sides go back and forth.
- How dare they make business so dense, don't they know there should be 30 square feet of space for each business seat
- Yay for high density, now I can upgrade and get saver awards
Although I really think most on here want both items which just doesn't happen in a shareholder driven economy.
Jun 6, 2016, 5:59 pm
#664
Join Date: Nov 2007
Location: BOS
Programs: UA 1K 1.45MM, Marriott+SPG Plat, Clear, Nexus, Global Entry and MEX Viajero Confiable
Posts: 1,777
In the jubilant praise of a yet to be seen/experienced hard and soft product.. presumably upgraded in regards to what is existing, let's not forget that there are arguably better options in the market that UA will need to exceed in order to win back the HVF, aka those that actually pay for the seat. Otherwise... <shrugs> same ole same
Last edited by NH_Clark; Jun 6, 2016 at 6:08 pm
Jun 6, 2016, 6:24 pm
#665
Join Date: May 2008
Programs: UA/CO GS, PP, MM
Posts: 360
Part of the training that 5 star cruise lines give their staff is to appreciate that some (many?) people in the demographic who will pay for Queen's Grill on Cunard, or the like, are not happy unless they can complain about something. Listening to these complaints and sympathizing with them is actually part of the service training in the luxury cruise ship brands. I wonder if Polaris training will include such a module?
Jun 6, 2016, 6:31 pm
#666
Join Date: Aug 2009
Location: EWR, BDL
Posts: 4,471
For the new polaris service FA trainees currently in the training center are receiving the new service standards training during service week. Upcoming classes will receive theirs during service week as well. FAs already on the line will receive their polaris service standards training during requal.
Jun 6, 2016, 6:39 pm
#667
Join Date: May 2008
Programs: UA/CO GS, PP, MM
Posts: 360
I think you and some other posters are being way too pessimistic. Maybe its warranted, or you feel its warranted, but at a certain point if you're going to be this pessimistic than stop flying UA.
What you describe is *exactly* what retraining is for. Training for customer service and, for example, food serving, is stuff like that. How to talk to a customer, how to serve a customer, how to care about the customer's needs, etc.
Do you think that the salespeople at Nordstrom or the servers at a 3-starred restaurant just woke up one day understanding how to serve people at that level? No, they went to training for it.
So for you and others in this thread to say "Oh well Polaris will still fail because FAs are bad and they can't do anything about that" while they are planning FA/service training to coincide with the soft and hard-product refreshes of Polaris is basically saying "everyone that works at UA is too stupid to be trained to do a good job".
Now, maybe that's the case. Maybe some FA's will never get it. But if your complaint is that FA's are serving you wrong and simultaneously you're saying that retraining them is useless...well, I just don't know what to say to that. What would you have them do?
The most common complaints about UA BF are:
-Food/amenities - being attacked in soft product launch
-Seats/aisle access/comfort - being attacked with Polaris hard product roll out
-FA quality - being attacked with international FA retraining
Are we just so uncomfortable not being able to criticize UA for everything here that we're grasping at pretending the training won't have any effect on FA service before it even takes place...?
What you describe is *exactly* what retraining is for. Training for customer service and, for example, food serving, is stuff like that. How to talk to a customer, how to serve a customer, how to care about the customer's needs, etc.
Do you think that the salespeople at Nordstrom or the servers at a 3-starred restaurant just woke up one day understanding how to serve people at that level? No, they went to training for it.
So for you and others in this thread to say "Oh well Polaris will still fail because FAs are bad and they can't do anything about that" while they are planning FA/service training to coincide with the soft and hard-product refreshes of Polaris is basically saying "everyone that works at UA is too stupid to be trained to do a good job".
Now, maybe that's the case. Maybe some FA's will never get it. But if your complaint is that FA's are serving you wrong and simultaneously you're saying that retraining them is useless...well, I just don't know what to say to that. What would you have them do?
The most common complaints about UA BF are:
-Food/amenities - being attacked in soft product launch
-Seats/aisle access/comfort - being attacked with Polaris hard product roll out
-FA quality - being attacked with international FA retraining
Are we just so uncomfortable not being able to criticize UA for everything here that we're grasping at pretending the training won't have any effect on FA service before it even takes place...?
I agree and am optimistic about Polaris and see it as a major step forward for United. I hope others can give it a fair chance.
Jun 6, 2016, 6:57 pm
#668
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,098
I'm just going to say that these comments are 180 degrees from what I've experienced on UA over the past year or so. The crews and service on my flights have varied from solid to excellent. Even in Y. My constructive comments are:
1. The service is generally not so polished as on LH or CX (for example). The inconsistencies, particularly between sCO and sUA are also really noticeable. (And I've had great crews from both sides.)
2. Understaffing is definitely an issue, particularly compared to the non-US carriers.
1. The service is generally not so polished as on LH or CX (for example). The inconsistencies, particularly between sCO and sUA are also really noticeable. (And I've had great crews from both sides.)
2. Understaffing is definitely an issue, particularly compared to the non-US carriers.
Jun 6, 2016, 8:01 pm
#669
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,257
A full run-down of the problems belongs in a separate thread. So here's just one more example. United is the only airline in the world where I've seen flight attendants whisk away people's trays while they were literally still eating off them. It's happened several times to me and I've seen it happen to many others.
But to keep this on topic, the question is: will the Polaris training address these problems? I think it may teach them some obvious stuff like not stepping over Asian customers and not pressing a tray against someone's forehead. But I doubt it's going to counter the hurried drive to be done with passengers and retire to the galley 90 minutes after take-off. That's going to take a change in incentive structure.
There's another pig saying that's germane here: "You can make a pig jump. But you can't make it fly."
Last edited by porciuscato; Jun 6, 2016 at 9:07 pm
Jun 6, 2016, 8:49 pm
#670
Join Date: Mar 2014
Programs: Mileage Plus Global Services 2MM
Posts: 1,200
I must be flying a different airline lately
I agree with Kacee up thread. Over 90% of my flights have been good to great the last several months, especially since Oscar took over. I believe there is a true desire to improve the customer experience and the recent changes speak to that improvement.
I don't believe anybody wakes up in the morning and says "how can I screw up or be a jerk today". Most people want to do a good job.
Think of it as the typical bell curve. 10% of employees will be great no matter what. 10% stink because of attitude or ability. 80 % want to do a good job and need tools to perform. Training is one of those tools. A good product is one of those tools. Give them training and a product to be proud of and they will be good. Then you council out the bottom 10% if they won't change. I truly get the feeling that this is Oscar's approach. I for one think he is on the right path.
I don't believe anybody wakes up in the morning and says "how can I screw up or be a jerk today". Most people want to do a good job.
Think of it as the typical bell curve. 10% of employees will be great no matter what. 10% stink because of attitude or ability. 80 % want to do a good job and need tools to perform. Training is one of those tools. A good product is one of those tools. Give them training and a product to be proud of and they will be good. Then you council out the bottom 10% if they won't change. I truly get the feeling that this is Oscar's approach. I for one think he is on the right path.
Jun 6, 2016, 9:22 pm
#671
Join Date: May 1999
Location: JFK, LGA, EWR
Programs: AA Platinum (Lifetime), United GS, HHonors Diamond, Shangri-la Diamond, Marriott Platinum
Posts: 549
For the new polaris service FA trainees currently in the training center are receiving the new service standards training during service week. Upcoming classes will receive theirs during service week as well. FAs already on the line will receive their polaris service standards training during requal.
but if a good portion of the training deals with the specifics of polaris in-flight service... and the FAs don't get to use those skills or their new knowledge until december or sometime next year or beyond... that's challenging. a core principle of an effective and well designed training program is the understanding that knowledge and skills fade over time without practical application.
Jun 6, 2016, 9:32 pm
#672
Join Date: Aug 2009
Location: EWR, BDL
Posts: 4,471
this could actually be a problem... if there are portions of the training that are related to a new attitude in customer service and a new customer service philosophy, that's fine... that can be implemented on any flight and on any aircraft, regardless of how the aircraft is configured.
but if a good portion of the training deals with the specifics of polaris in-flight service... and the FAs don't get to use those skills or their new knowledge until december or sometime next year or beyond... that's challenging. a core principle of an effective and well designed training program is the understanding that knowledge and skills fade over time without practical application.
but if a good portion of the training deals with the specifics of polaris in-flight service... and the FAs don't get to use those skills or their new knowledge until december or sometime next year or beyond... that's challenging. a core principle of an effective and well designed training program is the understanding that knowledge and skills fade over time without practical application.
Jun 6, 2016, 11:17 pm
#673
Join Date: Jan 2003
Posts: 818
Jose, does this mean that on December 1, on current BF equipped 777-767-757-747-787, the soft product (correct me if I'm wrong) will be equipped with UA Polaris branded items like the new pillows, Saks 5th blankets, slippers, amenity kits, menus and food, pjs on flight greater than 12 hours?
Jun 6, 2016, 11:35 pm
#674
Join Date: Aug 2009
Location: EWR, BDL
Posts: 4,471
Jose, does this mean that on December 1, on current BF equipped 777-767-757-747-787, the soft product (correct me if I'm wrong) will be equipped with UA Polaris branded items like the new pillows, Saks 5th blankets, slippers, amenity kits, menus and food, pjs on flight greater than 12 hours?
Jun 6, 2016, 11:49 pm
#675
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,199
I think you and some other posters are being way too pessimistic. Maybe its warranted, or you feel its warranted, but at a certain point if you're going to be this pessimistic than stop flying UA.
What you describe is *exactly* what retraining is for. Training for customer service and, for example, food serving, is stuff like that. How to talk to a customer, how to serve a customer, how to care about the customer's needs, etc.
Do you think that the salespeople at Nordstrom or the servers at a 3-starred restaurant just woke up one day understanding how to serve people at that level? No, they went to training for it.
So for you and others in this thread to say "Oh well Polaris will still fail because FAs are bad and they can't do anything about that" while they are planning FA/service training to coincide with the soft and hard-product refreshes of Polaris is basically saying "everyone that works at UA is too stupid to be trained to do a good job".
Now, maybe that's the case. Maybe some FA's will never get it. But if your complaint is that FA's are serving you wrong and simultaneously you're saying that retraining them is useless...well, I just don't know what to say to that. What would you have them do?
The most common complaints about UA BF are:
-Food/amenities - being attacked in soft product launch
-Seats/aisle access/comfort - being attacked with Polaris hard product roll out
-FA quality - being attacked with international FA retraining
Are we just so uncomfortable not being able to criticize UA for everything here that we're grasping at pretending the training won't have any effect on FA service before it even takes place...?
What you describe is *exactly* what retraining is for. Training for customer service and, for example, food serving, is stuff like that. How to talk to a customer, how to serve a customer, how to care about the customer's needs, etc.
Do you think that the salespeople at Nordstrom or the servers at a 3-starred restaurant just woke up one day understanding how to serve people at that level? No, they went to training for it.
So for you and others in this thread to say "Oh well Polaris will still fail because FAs are bad and they can't do anything about that" while they are planning FA/service training to coincide with the soft and hard-product refreshes of Polaris is basically saying "everyone that works at UA is too stupid to be trained to do a good job".
Now, maybe that's the case. Maybe some FA's will never get it. But if your complaint is that FA's are serving you wrong and simultaneously you're saying that retraining them is useless...well, I just don't know what to say to that. What would you have them do?
The most common complaints about UA BF are:
-Food/amenities - being attacked in soft product launch
-Seats/aisle access/comfort - being attacked with Polaris hard product roll out
-FA quality - being attacked with international FA retraining
Are we just so uncomfortable not being able to criticize UA for everything here that we're grasping at pretending the training won't have any effect on FA service before it even takes place...?
The problem can be distilled into two simple shortcomings - training and accountability. I wrote before of a friend of mine who was hired by ANA - they JUST finished their training recently and were allowed to shadow live flights - over 8 months of daily training, practicing, drills and demos. It is another month or more before they can start working the line on their own. Every NH FA is expected (yes, we all known reality is sometimes different) to deliver the same thing in the same exact way to every customer, every day, consistently, without fail. Period. No exceptions.
I don't want to hear about US worker culture being different - it isn't any different - it's matter of being trained to do something in the best way possible, and be proud of what you're doing and take pride in doing it the best possible way....to be an extension of the product which reflects personally on your professionalism.
There are ways to make it happen at United, but the employee culture and the unions will never allow it, and this is why Delta was allowed to leapfrog forward past every other US mainline carrier, and why Alaska still delivers consistent results - a culture that promises excellence from the top down and ensures everyone has the training, tools and empowerment to deliver on that promise. United still lacks this, but I really hope it can change, and to be competitive, it doesn't have a choice.
Let's hope service standardization across every customer touchpoint is on Oscar's to-do list.