I always avoid United Express when I can for many reasons. First, I find that mainline crews are usually more professional and warmer than the rookies making $7/hr on Express. Second, although UA’s larger regional aircraft now feature Economy Plus and first class, the galleys onboard are not equipped to offer hot meals or glassware/cutlery to first class passengers. Third, there is no in-flight entertainment on regional aircraft. Lastly, these aircraft tend to park at inconvenient gates, requiring a long trek at Chicago and Dulles (for example) to make connections on mainline flights.
But yesterday I had a refreshingly good experience on a United Express flight from Houston to Denver operated by Shuttle America. The aircraft, an E-170, is almost big enough to be a mainline aircraft and features six comfortable first class seats in a 1-2 configuration. I had seat 2A and found the recline and padding very comfortable (allowing me to sleep for most of the two hour flight that departed at 6am). I was traveling with a garment bag and the E-170 also features a closet onboard where I was able to conveniently keep my suit wrinkle-free during the journey rather than folded up in an overhead bin. UA’s ex-TED A320s don’t even have closets anymore.
Second, the service was extremely professional. I was welcomed aboard and promptly offered the pre-departure beverage of my choice once seated. After taking off, the purser offered each passenger in first class a hot towel. Next, he took drink orders and offered a snack box for breakfast. I wasn’t in the mood for junk food at 6am, but was pleased to see the "classic" snack box offered on a two hour flight. Though I slept for most of the flight, each time I was jarred awake it seemed as if one of the FAs was walking through the cabin and insuring that cups were filled. Prior to landing a second hot towel was offered.
United Express has come a long way the last few years and though I would still choose mainline if I had the choice, my IAH-DEN flight on Shuttle America was great. If UA began offering cold meals on their longer regional jet flights (like AA and Delta do) I might even choose the E170 over an A319 or A320.
Shuttle America is by far the best of the UX carriers, and it is partially because they have a strong seniority system within Republic, where they are the top of the seniority chain, as all of their regional brands are under one contract. Though if you really want to see what can be done on a E-170/175 fly AC in Executive Class, and for breakfast they serve hot pastries, and all other times it is a cheese plate (and this is even for flights like BOS-YYZ and YYZ-ORD)
I’ve had about 50 flights on Shuttle America in the last four years or so. The E170 is definitely my preferred RJ (I like the window size and the bins that’ll take a real roller.) And I’ve had good crews as well for the most part — have flown six segments with a crew member named David so far. We are both amused by the coincidence.
I’ll admit a pang of guilt riding the E170 on DCA-ORD, because I’d hate to see that route go mostly-RJ the way ORD-MSP has. I was on the inaugural DCA departure. After holding for flow control, the Shuttle America captain elected to just haul ass off rwy 15 — which we were parked next to — rather than taxi to and wait for 19. I haven’t seen the 1000-feet-to-go marker flash past my window in a long time. Had the same guy fly the next leg, ORD-AUS. Poked my head in the flight deck and asked if he was going to fly it like he stole it again. (He didn’t.)