United Airlines revealed its new Polaris and Polaris Studio products at a media event in Brooklyn yesterday that I attended. Here’s a first-hand look and my observations on the new suites and other new seating onboard future United 787-9 deliveries.
I Tried Out The New Polaris Studio Suites And Other New Seats
After prepared remarks by CEO Scott Kirby, members of the media were invited to preview the new seats…from economy class to Polaris Studio. I outlined the particulars of the new seats yesterday, but there is often a disconnect between fancy stock photos and the product itself.
While 90 minutes may not have been enough time to fully test these new seats, I was greatly impressed with the seat comfort and the finishes. The faux-marble table and the use of suede around the seat in Polaris is a very nice touch that looks exceptional in person (as long as it ages well).
The Studio suite will be a bit tight with someone in the ottoman, but it’s certainly an ehanced product and I don’t share the concern of others that the close proximity to the lavatory and galley will be a problem (I already choose bulkhead seats when I fly in Polaris and this has not been an issue for me).
To avoid this becoming the new “employee class” I think United should offer bump status passengers up to these seats on the day of travel if there are still revenue passengers on the business class waitlist. Policy and pricing around Polaris Studio has certainly been discussed internally, but not revealed…EVP Andrew Nocella was tight-lipped about this yesterday.
The new reverse-herringbone Polaris center seats are great for couples traveling together: a privacy divider between seats can be lowered, creating a more spacious shared space:
The new digital seat controls and mood lighting settings are a big improvement over the current wheel-style controls.
Nocella received a lot of questions about why the existing fleet would be be retrofitted, but I tend to agree that it’s anot a wise use of reserouces nor is it a huge problem that there will no longer be fleet consistency…you have to start somwhere when you upgrade the seats and with over 100 additional Dreamliners coming, this is a smarter way to do it than pulling aircraft out of service for seats that are already comfortable and have direct aisle access.
(Side note: Nocella said that United is still undecided on the A350 order, but if it does take it, it will feature these new suites)
The timing of this, as American Airlines also debuts its new Flagship Suites, is no coincidence and the large monitors in the Polaris Studio are a reminder that AA really should have put some more thought into its new premium suites onboard (which have inexplicably small monitors)
The new premium economy (what United class Premium Plus) seats look great too, though I’m not sure that purple color will age well:
No innovation in the economy class seats, but the new larger monitors look nice:
New hooded pajamas coming to Polaris Studio look nice and the new headphones will be a nice upgrade:
I think my most interesting conversations were with United’s food and beverage team, which will be the subject of a future post. I like to be transparent as a blogger and will also “pull the curtains back” and share more details about the event logistics.
CONCLUSION
In short, the long-awaited new Polaris seat will be a genuine upgrade, not so much for the doors (which I still view as gimmicky) but for the seat finishes and technology onboard (larger monitors, Starlink Wi-Fi, and wireless charging). The seat details were carefully considered and not only look nice, but are very comfortable and practical.
The new seats will debut in San Francisco (SFO), first on routes to Singapore (SIN) and London (LHR) and later expand to other routes across the network.
What do you think about the new 787-9 seats on United?
United better allow elites access to unsold Studio suites. I would be mad if a non-rev employee got the seats. I do wonder whether United can actually maintain the elevated wine or any kind of elevated food in the Studio seats.
We’re not talking about a huge difference: a caviar amuse-bouche and rosé Champagne. Better pajamas and amenity kits. Nice small touches that won’t break the bank.
Sure, but I’m sure the caviar will be rotated out within 12 months as a “customer enhancement” because they’ll get one comment that the amuse was not 100% vegetarian, and if the LP Rose is not rotated out for something cheaper, they’ll stock one bottle of it per flight as if it is JAL providing a bottle of Salon. It’s a nice headline for sure though!
What is the width of bus. class seat and econ. plus seat? hopefully, more than 20″ , as SQ still has
the 28″ seat on their A350’s. Hopefully, the caviar service is at least a spoon full, complete on a plate,
as a separate course.
It’s not. It will be served on a little crumpet with a small dollop.
Thanks, such fake PR with using the word, caviar. Thai Air serves 2 courses of appetizers before the salad course with dinner on long haul. Pajamas? what’s with the tops with hoods? don’t they know that hoodies outfit is the national shoplifting outfit to wear if you’re stealing? The need new leadership and guidance.
LOL .,.. I feel that LUV for those lowly & untouchable non-revs ! Let ’em eat cake !
Not at all – I just remember how foolish UA marketed and operated its Global First product and it needs to do it differently (and better) this time.
Well in a sense this is the same thing….minus a bulkhead separating cabins. The difference between GlobalFirst and BusinessFirst came down to appetizer/soup, and a different seat. Now there is no bulkhead, so how well are FA’s going to enforce a group of two that just wants to sit together, but they could only book 1 Polaris Studio and 1 Fauxlaris seat; or whatever scenario. Who gets the caviar if the seats end up empty? What’s to stop the FA’s just letting someone move seats?
Here’s another scenario…..some ill-informed/clueless 1K or GS (they do exist) in 2A gets in a tiff because they see someone in 1A being served caviar….and then the questions start “but why can’t I have it too?” “What do you mean its a different Polaris seat….we are in the same cabin its just the bulkhead?” “The sign says Polaris…aren’t we all in Polaris?”
Sorry I know there is real estate in play….but put divider…hell a beaded curtain….something. Maybe its not that big of an issue, but I am curious how in reality the whole Polaris throne at the front of the cabin with special amenities but attached to the rest of the cabin is going to work. Someone’s going to complain that they didn’t get the special pajamas, even though its a different seat/cabin/experience etc. What if certain amenities aren’t catered or provisioned properly….do you just get the benefit of the bigger seat and too bad no refund?
From the FA perspective, this will end up going the way of the bloody mary/champagne cart….because it was too much work. So you don’t staff an extra FA, but they have to do a different menu, different pjs, different amenity kit, etc. Is it just going to be thrown on the seat when I get there? I’m in 4A waiting for my drink and warm nuts to come and all I see is an FA in the galley cranking open a tin of caviar….but I don’t get any.
I was rather nonplussed by the lack of any changes that would leapfrog other airlines. Instead it seems like United was bringing up the rear and decided to move to middle of the pack.
As to the suites I’m a bit dubious about United’s determination to follow through on product differentiation over the long term and suspect that United will continually nibble away at the things that make these better and end up with a slightly roomier seat with a big TV near the bathrooms.
Precisely this. Matt is to UA as Ben is to AA. They both refuse to tell their respective emperor he has no clothes. UA is putting UA-branded lipstick on a pig that’s been around for many, many years. Yeah, it has some new tech but that’s it. The bones have been in service with multiple airlines for a decade or more. And the soft product is unlikely to stay. We all remember the Polaris role out and how long it took and how many of those soft product items were short-lived. I expect the same to happen here.
When did the obsession with cabin weight disappear? I thought the airlines worried about everything from fuselage paint to the weight of olives in salads to making the planes lighter and to not waste fuel?
Those new seats with all the accoutrements look like they weigh a ton. Do they?
Agreed, the most egregious/pretentious are those ‘doors’ ….
Why don’t they make the walls higher? All the US carriers have short walls you can see over sitting down with the door closed, unlike Qatar and JAL.
Look at those hands! You know what they say about guys with big hands…
No…. Please titillate us further !
UA for years has said that the greatest benefit of Polaris is consistency across its fleet – and now it is ok to have two very different products?
Yes, UA has well over 100 787s on order but they also have the oldest widebody fleet among large global carriers. It’s not just about the customer product but also about fuel efficiency and maintenance costs. Older aircraft just cost more to operate even if adds a huge amount of debt of capex to get to that new standard of efficiency and comfort.
AA and DL – along w/ many foreign carriers – are both planning to retrofit older aircraft; UA cannot commit to aggressive growth and not also retrofit its older aircraft.
I think the 777-2s and 767s will all be retired as the 78’s come in. The only thing to retrofit would be the 777-3s possibly.
Enquiring minds are desperate to know if you were coached on your ‘Polaris Seat’ photoshoot, or was that just exemplary of natural instinctive talent ? ..lol
Some great posts here. I agree with Christian – this is more of a “meh,” rather than a “wow.” And I agree with DanTheMan… a “wow” would have been if they actually made Polaris with higher walls for real privacy. And as someone who always books a window seat to actually look out the window, I don’t like having to strain to do that.
And the seat pitch on Premium Plus looks very disappointing.
Will be interested to hear what the F&B team has to say.
Hooded PJs are coming…but only on flights that are 18 hours or longer. So effectively, only available once United starts flying to the moon. Gee, thanks.
A perfect example of how United (which now charges premium prices) nickels-and-dimes you to cheapen the experience.
Meh indeed.
The economy seats look like one of those bad uncomfortable beach loungers from the 1980s. That was my most important take away.
The typos and run on sentance make this uncomprehndable. Suggestion: have chatgpt do the final edit. “Nocella received a lot of questions about why the existing fleet would be be retrofitted, but I tend to agree that it’s anot a wise use of reserouces nor is it a huge problem that there will no longer be fleet consistency…you have to start somwhere when you upgrade the seats and with over 100 additional Dreamliners coming, this is a smarter way to do it than pulling aircraft out of service for seats that are already comfortable and have direct aisle access.”
Well, at least you know I don’t have ChatGPT write my articles! 😉
thanks matthew. you mention “wireless charging” at the end of your post but i did not see or view mention of that earlier in your photos. where is the wireless charging pad located and does it have flexibity to handle both phone and wrist charging needs at the same time?
Hi Randy, I’ll try to add a pictures. In located under the cabinet on side table.
LUV those fashionista gang-bangin’ hooded PJ’s ! …
Any word on the length of the seat? I’m 6’4”, and currently find the polaris seats too short and the space for my size 13 feet too small. I’m hoping they listen to my complaints and provided an extra inch or two.
I doubt even Aaron (RIP) would want an extra inch or two from you with those measurements.
I don’t really understand this thought process. If they weren’t sold, who cares if a nonrev sits there?
Entitlement and/or jealousy ? … Sure to get no sympathy here but non-rev standby travel has continue to deteriorate over the years … If lucky, maybe a open jump seat if you’re the small % of total employees qualified/permitted…
Glad & grateful I was able to take advantage of it 40 year ago when it really meant something …
Are the non-Studio new Polaris seats materially better than the existing seats?
Hopefully, the seat width is greater than 20″, as its just too narrow to sleep in, on a 787 or 777,
on a long haul ; their design just jammed in too many seats in the bus. cabin. SQ still has 28″
width & I think, Thai Air, is 25″.