May 11, 2022, 1:38 pm
Last edit by: WineCountryUA
This us an archive thread, the active thread is General discussion of UA's inflight service (Domestic / International, all cabins)
previous thread: COVID Era UA inflight service changes
Thread is for general discussion of the state of UA in-flight service / catering, comparison to other carriers, past UA offerings and concerns with management decisions.
For a specific post about a recent in-flight food, use the appropriate Let's Eat .... thread.
The current Onboard Service descriptions by UA.com
Long-haul international premium cabin dining
North America, Caribbean and Latin America premium cabin dining
United Economy dining
Since the UA website is extremely vague, I'm looking for a few volunteers to submit data, and I will summarize to complete the wiki. kind regards, phkc070408
Domestic Under 300 Miles
Sample 1
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 2
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 3
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 4
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 5
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Domestic Over 300 Miles Under 800 Miles
Sample 1
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 2
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 3
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 4
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 5
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Domestic Over 800 Miles
Sample 1
Route? Morning or Afternoon or Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 2
Route? Morning or Afternoon or Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 3
Route? Morning or Afternoon/Evening/. or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 4
Route? Morning or Afternoon/Evening or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 5
Route? Morning or Afternoon/Evening or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
P-Tcon
Sample 1
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 2
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 3
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 4
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 5
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Polaris USA - Europe
Sample 1
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 2
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 3
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 4
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 5
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Related thread: How bad does onboard catering need to get before UA invests in improving it?
previous thread: COVID Era UA inflight service changes
Thread is for general discussion of the state of UA in-flight service / catering, comparison to other carriers, past UA offerings and concerns with management decisions.
For a specific post about a recent in-flight food, use the appropriate Let's Eat .... thread.
The current Onboard Service descriptions by UA.com
Long-haul international premium cabin dining
North America, Caribbean and Latin America premium cabin dining
United Economy dining
Since the UA website is extremely vague, I'm looking for a few volunteers to submit data, and I will summarize to complete the wiki. kind regards, phkc070408
Domestic Under 300 Miles
Sample 1
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 2
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 3
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 4
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 5
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Domestic Over 300 Miles Under 800 Miles
Sample 1
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 2
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 3
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 4
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Sample 5
Route? Morning or Afternoon/Evening?
PDB - Yes/No? What was offered?
Bagged Snack? Yes/No
Served Snacked? Yes/No. Hot/Cold. What was offered?
Domestic Over 800 Miles
Sample 1
Route? Morning or Afternoon or Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 2
Route? Morning or Afternoon or Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 3
Route? Morning or Afternoon/Evening/. or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 4
Route? Morning or Afternoon/Evening or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
Sample 5
Route? Morning or Afternoon/Evening or Late Evening?
PDB - Yes/No? What was offered?
Served Snacked? Yes/No. Hot/Cold. What was offered?
Meal Served? Yes/No. Short description.
Snack Basket?
P-Tcon
Sample 1
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 2
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 3
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 4
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Sample 5
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Meal Served? Yes/No. Short description.
Snack Basket/Pre-Arrival?
Any other notes of relevance?
Polaris USA - Europe
Sample 1
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 2
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 3
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 4
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Sample 5
Route? Morning or Afternoon/Evening or Red-Eye?
PDB - Yes/No? What was offered?
Menu?
Hot Towels?
First Meal Served? Yes/No. Short description.
Appetizer / Desert Info:
Snack Basket/Mid-Flight Snack?
Arrival Meal? Short Description.
Any other notes of relevance?
Related thread: How bad does onboard catering need to get before UA invests in improving it?
General discussion of UA's inflight service (Domestic / Int’l, all cabins) {Archive}
Nov 27, 2022, 8:11 am
#1876
Join Date: May 2014
Programs: UA 1K, AA Gold, DL Silver
Posts: 410
United has been improving its catering situation for almost 2 years, it’s just in such small increments it’s often difficult to notice or even track. It remains well behind many of their competitors, especially on Int’l routes. It seems to be working because I haven’t noticed a mass exodus of UA elites so far, based on preboarding. United always says they listen to their customers “our customers tell us…..” is how they usually start the sentence.
The only way to push change is complain, just not here. The 1K email address ( I’m guessing GS has something similar) is the place to start along with your Travel Management Company, if you have one. Anyone lower in status is than 1K, s just white noise, and I even think 1K isn’t a huge priority to UA.
FT is more a place for information and to vent, not really a place to affect change, IMO.
DEN
The only way to push change is complain, just not here. The 1K email address ( I’m guessing GS has something similar) is the place to start along with your Travel Management Company, if you have one. Anyone lower in status is than 1K, s just white noise, and I even think 1K isn’t a huge priority to UA.
FT is more a place for information and to vent, not really a place to affect change, IMO.
DEN
On the flip side, I really love UA’s Polaris seat and they seem to use wide bodies on domestic flights more than other airlines which I like. But the food….. still inexcusable.
Nov 27, 2022, 12:06 pm
#1877
Join Date: May 2017
Posts: 2,281
I disagree with the premise United has been improving for the last 2 years. I have been on well over 100 UA flights during such time span, and I would say United has been declining. The blantant disregard from FAs is a pattern; having the same school cafeteria menu (generous description) month after month is by design.
But clearly you've proven the same thing UA is seeing, you're complaining yet continue to fly UA, well over 100 separate times despite clearly being so distraught over the inflight service. I'm convinced (and the airlines know) some people are always going to find something to complain about, even if they brought things to a 5 star restaurant level (and looking at the DL/AA forums, proves this as there's equally as many complaints there, despite everyone here insisting their product is superior). The good old days of the airline industry is gone .
But clearly this superior AA/DL inflight product is causing people to leave UA en masse.
Nov 27, 2022, 12:23 pm
#1878
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,515
Man, why can't these large, international companies that have complex supply chains, needing to supply/staff 3000 flights to fly 200k+ people per day just change things overnight. It hasn't even been 10 days since they said they're working on it (https://thepointsguy.com/news/united-food-service-wifi/) and to expect to see some more changes beginning December 1st. But I guess we can just keep rehashing the same old complaints because my goodness, how dare an airline not instantly fix something that arguably isn't the highest priority for a company in the business of providing transportation.
But clearly you've proven the same thing UA is seeing, you're complaining yet continue to fly UA, well over 100 separate times despite clearly being so distraught over the inflight service. I'm convinced (and the airlines know) some people are always going to find something to complain about, even if they brought things to a 5 star restaurant level (and looking at the DL/AA forums, proves this as there's equally as many complaints there, despite everyone here insisting their product is superior). The good old days of the airline industry is gone .
But clearly this superior AA/DL inflight product is causing people to leave UA en masse.
But clearly you've proven the same thing UA is seeing, you're complaining yet continue to fly UA, well over 100 separate times despite clearly being so distraught over the inflight service. I'm convinced (and the airlines know) some people are always going to find something to complain about, even if they brought things to a 5 star restaurant level (and looking at the DL/AA forums, proves this as there's equally as many complaints there, despite everyone here insisting their product is superior). The good old days of the airline industry is gone .
But clearly this superior AA/DL inflight product is causing people to leave UA en masse.
I fly with whoever is going to get me from A to B the cheapest - I don't really care who the carrier is. Those 100+ flights represent less than 50% of all my flights during the same time span.
Nice job clipping my post. I have addressed some of your concerns in my comments you did not quote.
Nov 27, 2022, 1:25 pm
#1879
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
To be fair - every airline would like to fire that customer (any carrier based on price) as they are probably losing money on a lot of those tickets.
Nov 27, 2022, 2:10 pm
#1880
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
So, airlines will get the most they can, that competitive allows, and then fill the remaining seats with those a positive contribution fares. RM job is to fix out how to do these.
Nov 27, 2022, 2:23 pm
#1881
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Let me put it a different way. I have a $320 round trip HNL-LAS via LAX in January which I booked Friday. Even if take out the fact I'll be upgraded - be able to use the UC - free bag check - it certainly, in my opinion costs more than $160 each way to transport me to LAS from HNL if I stayed in Economy (it is actually less than $160 as that has taxes and fees) - if I take out my lifetime status, I can't imagine UA would terribly interested (or any other carrier) for me to be a repeat customer hopping around for the lowest fare. But if I did that, I'd reset my service expectations accordingly - I'd just be thankful I got from A to B at the screaming deal.
Nov 27, 2022, 2:49 pm
#1882
FlyerTalk Evangelist
Join Date: Aug 2017
Programs: AS 75K, DL Silver, UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Platinum + LT Gold
Posts: 10,515
I think I can safely say I am not a profit center for UA.
Nov 27, 2022, 4:19 pm
#1883
FlyerTalk Evangelist
Join Date: May 2000
Location: TPA for now. Hopefully LIS for retirement
Posts: 13,707
Let me put it a different way. I have a $320 round trip HNL-LAS via LAX in January which I booked Friday. Even if take out the fact I'll be upgraded - be able to use the UC - free bag check - it certainly, in my opinion costs more than $160 each way to transport me to LAS from HNL if I stayed in Economy (it is actually less than $160 as that has taxes and fees) - if I take out my lifetime status, I can't imagine UA would terribly interested (or any other carrier) for me to be a repeat customer hopping around for the lowest fare. But if I did that, I'd reset my service expectations accordingly - I'd just be thankful I got from A to B at the screaming deal.
There are lots of variables, it is very complicated, and I am pretty sure none of us average (meaning those with no insider info) FTers have access to the vast mountains of data or algorithms the airlines have developed over the years.
Nov 27, 2022, 4:45 pm
#1884
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,470
What we do know is that UA had a lights-out Q3, which unfortunately means that the lesson its leadership has no doubt drawn is that its customers don't care about its crappy soft-product. That is unfortunately true in some respects, but most certainly not in others.
In all events, UA's petty penny-pinching is certainly something I take into account when making ticket purchasing decisions, and I urge everyone else on this forum who actually cares about the product they are paying for to do the same.
Last edited by WineCountryUA; Nov 27, 2022 at 6:02 pm Reason: don't make it personal
Nov 27, 2022, 8:17 pm
#1885
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
If it’s that uncompetitive - why the lights-out Q3 compared to competitors? And increased Q4 guidance?
Nov 27, 2022, 8:32 pm
#1886
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,469
But fundamentally, I don't understand why these keep getting tied together in this discussion. Managing financials well is not the same as offering service that any discerning consumer would select.
There's simply no argument that the service currently is competitive. It's not. It's below the quality of what other US-domestic carriers offer, i.e. it is uncompetitive.
If UA manages to continue its string of positive results, it's a reflection of the market conditions, not a reflection of their service product quality.
Nov 27, 2022, 8:39 pm
#1887
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: 42,222
Surely you will recognize that demand will wear off, and as we lurch into recession, it could come sooner, rather than later, and Kirby's Q1 2023 may end up being a case of the emperor has no clothes.
One good quarter during unprecedented demand does not make a winning formula for the long term.
Nov 27, 2022, 9:14 pm
#1888
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Competitive isn't the same as profitable. UA were clearly profitable. UA offer an uncompetitive product. Those two facts may continue to co-exist for some time.
There's simply no argument that the service currently is competitive. It's not. It's below the quality of what other US-domestic carriers offer, i.e. it is uncompetitive.
If UA manages to continue its string of positive results, it's a reflection of the market conditions, not a reflection of their service product quality.
There's simply no argument that the service currently is competitive. It's not. It's below the quality of what other US-domestic carriers offer, i.e. it is uncompetitive.
If UA manages to continue its string of positive results, it's a reflection of the market conditions, not a reflection of their service product quality.
If UA is doing so well against its peers - that implication is clowns are running the other airlines.
Nov 27, 2022, 9:25 pm
#1889
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,469
Granted, it has been a few decades since I have been in business school - but I doubt the class on how to be uncompetitive and make the most profit class exists. Of course UA is competitive with route, schedule, hard product, irrops, corporate contracts, etc. I don't subscribe to the fact that outside FT people most people are making buying decisions based on food. I don't relate to the obsession of food - otherwise nobody would fly UA - I don't eat it, others don't either - or, they apparently put up with it.
If UA is doing so well against its peers - that implication is clowns are running the other airlines.
If UA is doing so well against its peers - that implication is clowns are running the other airlines.
Again, why keep bringing up financials in a discussion of inflight service?
Last edited by WineCountryUA; Nov 27, 2022 at 9:37 pm Reason: Let not get personal and there are no prerequisites for posting
Nov 27, 2022, 9:25 pm
#1890
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: 42,222
Granted, it has been a few decades since I have been in business school - but I doubt the class on how to be uncompetitive and make the most profit class exists. Of course UA is competitive with route, schedule, hard product, irrops, corporate contracts, etc. I don't subscribe to the fact that outside FT people most people are making buying decisions based on food. I don't relate to the obsession of food - otherwise nobody would fly UA - I don't eat it, others don't either - or, they apparently put up with it.
If UA is doing so well against its peers - that implication is clowns are running the other airlines.
If UA is doing so well against its peers - that implication is clowns are running the other airlines.
IRROPS only applies to a very small category of premium customers - the huddled masses are generally treated like Bantha fodder by UA customer service.
Food does matter to many, maybe not to you - but when someone is looking at spending $10K for a trip from the NY area to London and all things are equal, unless they NEED to fly United, virtually every other nonstop product in that market is better across the board. The business school lesson here is more of "why, when better options exist, do customers spend the same amount of money for a flight at about the same time between the same two points, for an inferior overall experience".
The answer can be chalked up to 1. Mileage Plus loyalty 2. corporate contracts. Mileage Plus loyalty is only sticky where another *A option does not exist (which will arguably be better all around), and the person buying needs United BIS for some reason, or is buying a limited number of tickets during the year at a high price, and wants the full PQP value to maintain status with United - again, a very small subset of the customer population.