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値, all cabins) {Archive}
#121
Join Date: Feb 2020
Location: BOS/SFO
Programs: United 4MM GS, Bonvoy Lifetime Titanium, Hilton Lifetime Diamond
Posts: 297
Every purveyor of everything says it is the best product. Consumers don't believe that stuff and it isn't fraud. It's called "puffery".
And the post I was referring to argued high service models were "business 101". They aren't. Business 101 is you do the thing that makes you the most money, which can be high service, medium service, or low service.
And the post I was referring to argued high service models were "business 101". They aren't. Business 101 is you do the thing that makes you the most money, which can be high service, medium service, or low service.
#122
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
The sad thing to me is also that UA has so much potential in terms of soft product and those who actually fly on UA regularly and have over the years see that UA can do great things when it tries, which is precisely what made us loyal. It wasn't simply network or price. Not for me, at least. And I know I'm not alone.
It doesn't work because you'd have to raise prices as compared to your domestic competitors and that would 1) put your corporate contracts at risk because they are focused on the bottom line - and don't care you are drinking premium spirits and food on a business trip 2) Many leisure flyers book low price and and UA knows those leisure flyers are at high risk to book away 3) Just about every US business cuts expenses when they are losing money - not increase expenses and 4) Even if they did what is suggested and FT's rejoiced - the average flyer will never get the news.
If US airlines domestically thought if they added $20 per premium passenger in costs - but they could correspondingly raise tickets by $40 and increase profits - certainly someone would do it.
#123
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: 42,008
And we know that model does not work domestically in the United States - or, someone would be providing that model except on very limited routes.
It doesn't work because you'd have to raise prices as compared to your domestic competitors and that would 1) put your corporate contracts at risk because they are focused on the bottom line - and don't care you are drinking premium spirits and food on a business trip 2) Many leisure flyers book low price and and UA knows those leisure flyers are at high risk to book away 3) Just about every US business cuts expenses when they are losing money - not increase expenses and 4) Even if they did what is suggested and FT's rejoiced - the average flyer will never get the news.
If US airlines domestically thought if they added $20 per premium passenger in costs - but they could correspondingly raise tickets by $40 and increase profits - certainly someone would do it.
It doesn't work because you'd have to raise prices as compared to your domestic competitors and that would 1) put your corporate contracts at risk because they are focused on the bottom line - and don't care you are drinking premium spirits and food on a business trip 2) Many leisure flyers book low price and and UA knows those leisure flyers are at high risk to book away 3) Just about every US business cuts expenses when they are losing money - not increase expenses and 4) Even if they did what is suggested and FT's rejoiced - the average flyer will never get the news.
If US airlines domestically thought if they added $20 per premium passenger in costs - but they could correspondingly raise tickets by $40 and increase profits - certainly someone would do it.
#124
Join Date: Oct 2021
Location: Bay Area
Posts: 341
And we know that model does not work domestically in the United States - or, someone would be providing that model except on very limited routes.
It doesn't work because you'd have to raise prices as compared to your domestic competitors and that would 1) put your corporate contracts at risk because they are focused on the bottom line - and don't care you are drinking premium spirits and food on a business trip 2) Many leisure flyers book low price and and UA knows those leisure flyers are at high risk to book away 3) Just about every US business cuts expenses when they are losing money - not increase expenses and 4) Even if they did what is suggested and FT's rejoiced - the average flyer will never get the news.
If US airlines domestically thought if they added $20 per premium passenger in costs - but they could correspondingly raise tickets by $40 and increase profits - certainly someone would do it.
It doesn't work because you'd have to raise prices as compared to your domestic competitors and that would 1) put your corporate contracts at risk because they are focused on the bottom line - and don't care you are drinking premium spirits and food on a business trip 2) Many leisure flyers book low price and and UA knows those leisure flyers are at high risk to book away 3) Just about every US business cuts expenses when they are losing money - not increase expenses and 4) Even if they did what is suggested and FT's rejoiced - the average flyer will never get the news.
If US airlines domestically thought if they added $20 per premium passenger in costs - but they could correspondingly raise tickets by $40 and increase profits - certainly someone would do it.
#126
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,068
Whether the FAs are "reading People magazine" or "staring at their phones/iPads" or whatever else they might be doing is a total red herring. The issue that matters is whether they are or aren't providing the service that UA/UX advertises on their website in association with the sale of tickets.
#127
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Whether the FAs are "reading People magazine" or "staring at their phones/iPads" or whatever else they might be doing is a total red herring. The issue that matters is whether they are or aren't providing the service that UA/UX advertises on their website in association with the sale of tickets.
#128
Join Date: Feb 2020
Location: BOS/SFO
Programs: United 4MM GS, Bonvoy Lifetime Titanium, Hilton Lifetime Diamond
Posts: 297
My flying patterns are pretty much the same and you've been luckier than I have, and it has got worse in my experience recently
#129
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: 42,008
They've been continually expanding and they are a very popular choice for the destinations they serve. The business model is "fly private for the price of coach" and it's pretty much what they deliver. Not finding financials is not an excuse to dismiss them, especially given their recent expansion - but the point is, there is a viable business model with demand for a premium product and service.
#130
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,068
I have also never had no service & almost never had what I would consider substantially deficient service on Continental/United flights since the early 80s. My own experience in general on Continental/UA over the years is of a very very different (and vastly better) airline than is frequently described here in relation to routinely or even more-often-than-not experiencing "surly FAs", "terrible service", "bad attitude", etc.
Last edited by WineCountryUA; Jan 13, 2022 at 4:32 pm Reason: See Moderator note
#131
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
They've been continually expanding and they are a very popular choice for the destinations they serve. The business model is "fly private for the price of coach" and it's pretty much what they deliver. Not finding financials is not an excuse to dismiss them, especially given their recent expansion - but the point is, there is a viable business model with demand for a premium product and service.
I think most of us would agree - most people aren't going to pay triple regardless of what JSX offers.
#132
Join Date: Nov 2010
Location: IAH & CMH
Programs: UA GS, UA MM, Marriott Ambassador, Hilton Diamond, Uber Platinum :)
Posts: 764
Is the maximum Net Promoter Score (NPS) 10 or 100?
The edit suggests a maximum of 100.
What is your source for the UA NPS of 4? Do you have a link?
Perhaps we need a separate thread for discussion of the UA Net Promoter Score, as this is a very specialized field that most travellers without business management or market research experience would have little insight into or understanding of.
https://en.m.wikipedia.org/wiki/Net_promoter_score
The edit suggests a maximum of 100.
What is your source for the UA NPS of 4? Do you have a link?
Perhaps we need a separate thread for discussion of the UA Net Promoter Score, as this is a very specialized field that most travellers without business management or market research experience would have little insight into or understanding of.
https://en.m.wikipedia.org/wiki/Net_promoter_score
Arguments aside over what constitutes good service, the current levels are clearly not working if one ties Kirby's goals of being the world's leading airline to the NPS results. There are some good, service orientated employees at United, but there are also numerous jaded, tired, bitter employees who visibly just don't care. Tone at the Top and a corporate culture overhaul are needed for United to come anywhere close to being a good airline, never mind the world's best. Again, this is Kirby's stated goal.
My confusion is in how he thinks they're going to meet this goal - personally I think it's all investor talk and marketing hype that has no foundation in reality. Probably buys him a couple more years in charge and some more compensation though.
#133
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Kirby isn't going anywhere until he retires - some on FT may not like him - Wall Street loves him and that is all that really matters.
#134
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: 42,008
Now I will say that our UC offerings have definitely improved over the past few months, which defies logic when we see how terrible inflight offerings have become regardless of good/bad service. Some of the photos in this thread and the Let's Eat thread just defy any type of defense. I'm still reeling from that image of the two lonely egg white bites with their sad red sausage companions, haphazardly scattered on the plate. I've seen farmers arrange their animal feed to look more appealing.
#135
FlyerTalk Evangelist
Join Date: May 2000
Location: TPA for now. Hopefully LIS for retirement
Posts: 13,637
They've been continually expanding and they are a very popular choice for the destinations they serve. The business model is "fly private for the price of coach" and it's pretty much what they deliver. Not finding financials is not an excuse to dismiss them, especially given their recent expansion - but the point is, there is a viable business model with demand for a premium product and service.
Out of curiosity I thought I would try to book a random dummy transcon trip, say from the NYC area to SF. OK, the closest they come is HPN-OAK, but that is OK and might even be more convenient for some people than EWR/JFK-SFO, so fine. But there is nothing even close to a nonstop. From the route map it looks like maybe I could go HPN-MIA-DAL-LAS-OAK? And you think that is comparable to what the majors offer?
But I tried to book it anyway. Nope, the ONLY place I can go from HPN is MIA, and only ONE time per day, five times per week. And for about $800!
I saw a reference to "business class service" somewhere on the website so I tried to find a picture of an OS-comparable meal or further description of the on-board dining experience so many here are pining for. Couldn't find anything except a reference to "snacks and drinks" and a picture of someone holding a beverage. Maybe there is more hidden that I didn't find in the couple of minutes I searched, but if not, I am left to conclude their "business class service" is basically a beverage and snack basket.
And finally, that teeny plane! I have flown private jets before and they can be pretty cramped (though there are some more luxurious versions to be sure), and I am not that big. Tellingly, I couldn't find any pics of the interior of the plane, so I assume that is because it is one of the cramped layouts they would prefer people can't see too easily (although again maybe there are cabin pics hiding somewhere on the website that I could not find during my quick tour). So I would probably actually be more comfortable flying commercial. Give me F in a 737 (or even WN in my A-List aisle seat towards the front) nonstop in six hours any day, even with limited service.