One of the last vestiges of the pandemic era on United Airlines is that meal service in Polaris Business Class continues to be served on a single tray. That may finally be changing as the carrier explores separating the main course from the appetizer and salad in a new Polaris three-course service flow.
Trial: New Three-Course Service Flow In Polaris Business Class
During the pandemic, United shifted to a single-tray service even on its longhaul flights in business class, a cabin United calls Polaris. Even as elements like bread and appetizers have returned, meals continue to be served on a single tray (which has become quite crowded lately):
But United is finally trialing a return to its pre-pandemic service on a trio of Chicago routes, including:
- Chicago (ORD) ⇄ São Paulo (GRU)
- Chicago (ORD) ⇄ Tel Aviv (TLV)
- Chicago (ORD) ⇄ Tokyo Haneda (HND)
Per a memo shared with Live And Let’s Fly, the service flow will be as follows:
- Offer hot towels
- Deliver linens for the entire cabin front to back
- Pre-meal beverage cart with cocktail snacks
- Deliver Express Dining tray setups when requested
- Appetizer, salad and bread cart
- Deliver full-size tray set up and ask customers their choice of appetizer [choice of two], salad, bread and wine refresh
- Two at a time, using a silver tray:
- Pick up appetizer and salad plates
- Hand delivery of main meal entrée
- Individually pick up tray setups
- Three-tier dessert cart
The good news is that this creates a more premium experience and passengers will not feel as rushed in eating or feel the need to eat the hot dish ahead of the appetizer and salad before it gets cold. In that respect, I like this change.
On the other hand, without the addition of a flight attendant, this will slow meal service down even further. I must admit, I have grown accustomed to everything coming out at once and the entire meal service taking less than two hours. On overnight flights, I frankly prefer this way to the old way.
So which way is the better way? I rather like the idea of serving the main course separately, as nearly every other airline does at this point. Personally, though, I will order “Express Dining” (everything on one tray) on shorter transatlantic flights to Europe, while opting for the full service on westbound flights or flights to Asia, Africa, or Australia.
Finally, note this new service flow is simply on a trial on three routes: it becomes a sensitive issue when it creates more work for flight attendants (especially as they negotiate for a new contract), so I am not even sure we can expect to see it roll out anytime soon on all routes. I do think it is good to see United thinking about ditching this last vestige of the pandemic era.
CONCLUSION
United Airlines is testing a new three-course approach to Polaris Business Class meal service, with main courses served after the appetizer and salad. At this point, it is time to bring that more premium service model, especially on longer flights. However, I have to imagine this trial has not gone over well with flight attendants who have grown accustomed to the single-tray model.
just returned from Europe in Polaris. Many people complain about the single tray service, but I liked how they did it and was happy the service was not drawn out.
This test lets you have an express service with the all-at-once full tray delivered to you before they even bring out the cart for the longer service, so it will probably be even faster than now for you.
Agree!
The quality of the food needs to improve. Not the gimmicks to create the illusion that the standards have risen. UA has come a long way from the worst, but it still serves terrible food in all cabins with presentation and elan that sits well below what you’d probably find in a correctional facility.
I have no problem with the quality of food on United. In fact, I think it’s far superior than American or Delta. I do however much prefer the entire meal coming out at once with a separate dessert card and a separate snack bar set up during the duration of the flight. Polaris is a wonderful product, and has the best lounges of any domestic airline. United offers more global destinations than any other airline, but they don’t need to mess with a good thing.
You must be very lucky to not have experienced bad United food.
You must be in a different reality than everyone else .
Let me guess, you think Applebee’s is gourmet.
i had such terrible food on my last UA flight, I am now trying to avoid the airline. Breakfast in business’ had no fresh fruit and no bread basked but only a packaged “croissant,” some odd Muesli (with 6 blueberries on top), and what I assume to be an egg, but of unknown preparation I sent everything back but the coffees.
You are so right. It is impossible to compare it to some of the Middle Eastern airlines, and the cuisine that is served on their flights.
I wonder if they will adapt a hybrid approach. Based on the test markets, maybe they will only do the staggered service on daytime flights and longer overnight flights, but continue the single tray service on shorter overnight flights.
Great change – and offering the express trays before the carts come out satisfies those who want a fast service.
Looking forward to it rolling out across the system.
They did this on a flight from Tokyo to LA that I was on in April – by the time they finished serving the forward cabin, we were only five hours from landing. They have to move faster if they want to do this.
In this trial an express option is avail to anyone before they pull out the cart for the long service. When implementing they could have the FAs make the express vs long a specific choice when taking orders for the main course choice. That leaves no surprises, and probably a good number will take the express making the other service go faster too.
Finally they are listening to the feedback, it’s about time. I thought it was so cheap to have a one page menu and everything come out all at once on one tray. Especially when the competition has a much more refined dining experience. If you happen to like the express service, they provide that option too, which is good.
I much prefer the one tray option, and will always utilize it even if they switch to a three course meal service. As long as they have a snack bar open during the duration of the flight, it’s all good. United Polaris is simply the best, and there’s no reason to mess with it.
I have mixed feelings about this. Although bringing the meals separate provides a more premium experience and allows for the passenger to take time to enjoy the meals, I kind of like getting all at once and get done with the meal service earlier. I think that on late night flights, having a 3 course meal service that takes forever kills the opportunity for a passenger to rest. Many times I am done with my salad and have to wait a long time until the FA is back to remove my plate and bring the new one. It all depends on the time of the flight and its duration. Once I flew BOS-LHR and by the time the meal service was done it was almost time for breakfast and no sleep.
they are offering everyone the option of an all-at-once express meal before they bring out the cart for the ‘long’ service, so no loss here in speed for what you’re looking for, while those of us who want more can enjoy that too
I have done both staggered service and express meals. The issue is the quality of the food, which has been terrible for the past 3 years. And how it is served does not change that.
It will be interesting to see what comes of the trial. On daylight flights where people aren’t trying to sleep this will almost certainly prove popular. IF (and it’s a big if) they can execute it in a timely manner. Which likely means adding a FA back to those flights which I see as unlikely. On overnight flights especially shorter ones (like IAD-LHR) where the time to sleep is already minimal I think they are far better off with a single tray.
This is a good compromise. Passengers who prefer to get their food all at once can still do so, but this at least restores United’s Polaris service flow to a level competitive with virtually every other business class.
Hopefully this “trial” follows the others and is adopted across the network in a few months’ time.
They need to return to maximum staffing levels to pull this off. Understaffing has not helped anyone only degraded the service offers!!
UA is in a hiring frenzy but not adding flight attendants back like the old days. Domestic flights used to have 5 flight attendants yet in the past 10 years they cut it back to 3.
International used to have 12-14 where they now only have 8-10.
Flight attending staff was determined by the size of the aircraft. Some domestic flights had more flight attendants than others, because they were on larger airplanes. To use a general brush stroke that United went from 5 to 3:00 is simply inaccurate.
I believe that is correct – there was a reduction of one in some cases, but I don’t think two positions were eliminated, even on widebody aircraft (someone correct me if I was wrong).
787’s when originally launched were staffed with 12. Now they go out with 9 on most or 10 if it’s ultra long haul.
777s are similar in cuts. We now have 10 versus what was 12 or 13.
Domestic is iffy – we had more if there was meals, so 737s had 4-5.
Without staffing, you’ll never see a refill during this meal service.
The lazy stewardesses must be seething right now. Imagine that, they’d have to work.
100% correct on the extra FA being key here. And we know that won’t happen. So people who complained and wanted this will now complain that it’s too slow, and the experiment will die.
Given my cultural background, I prefer to have salad with my meal, not before it, so the one-tray set up works well. Maybe focus on food quality instead!
I agree, I prefer the one tray option with a separate dessert card and a snack bar set up for the duration of the flight. As for United food quality, I think it’s fantastic. No issues there.
Fantastic? It’s solid – not at all as bad as people like to make out, so I somewhat agree. But while nothing in the air is fantastic in my view, even as a UA apologist I can’t assert that it’s in the same league as most non-American carriers leave alone the likes of TK and QR.
Have you ever done the job of two people and not gotten paid for it? Entitled much?
Well, the stewardesses barely do the job of one person combined, so let’s just say there’s plenty of capacity here.
Remember: don’t like it, just leave. 100s willing to take your job.
You seem to have it out for flight attendants. You also sound old, or ignorant, by virtue of the antiquated language you use. How about understanding corporate America downsizing staffing coupled with a new nasty public has created a general nightmarish environment in the sky. You sound like a typical passenger these days, classless with expectations of the experience one might have received in 1972.
They are paid by the hour, not the customer.
Meanwhile their economy catering has been downgraded. Probably to pay for the Polaris upgrade. A game of musical chairs.
Can you offer specifics to validate that? I have not seen any changes. I’d be interested to know what disappeared and when.
The ice cream or sorbet was dropped for these disgusting cookies. The quality of the bread roll has also been downgraded.
But on a positive note, there is now a hot sandwich served before arrival on eastbound flights to Europe (full breakfast on West Coast flights from LAX or SFO).
UA did cut International FA numbers to “Save money”, but they do not seem to realize the bean counters only shifted cost not saved cost. If they did save, it is not very much. The number of FAs as a whole has not decreased and the FA cost is the same because instead of the reduced FA working an International flight they are now working a Domestic flight. so Where did they save? Service should be more than just a single tray service but it should not be a 3 hour process. Put the extra FA back on the International flights and build Better Domestic flights. No reason for Anyone to be on duty for 14+ hours a day, working 3,4,5 leg days and only getting paid about half of that.
I don’t know that I would call the ice cream/sorbet to cookie a downgrade as much as a rotation. Anything too long triggers fatigue. For the bread roll to be nearly timed as worse is quite an accomplishment… but is it a downgrade when bad equals bad? (I still eat them out of boredom). And the hot sandwich is an upgrade. I wouldn’t say there is any intentional effort to downgrade the economy catering… just absorbing change.
I’m wondering if they’ll start doing express dining the way some other airlines do, ie, serving just the salad, appetizer, and desert…
But hey, good to see them now giving a choice of appetizers.
I like this change and it still allows for express service for those who prefer to go to sleep. Sure it may add another 30 mins to the dinner service, but consider me one that’s okay with it, even on the shorter flights. If I wanted to get sleep right away, I’d ask for express otherwise I’ll dine with the service flow concept. I don’t understand why this needs to be trialed, however… this was the norm in the past? I think the main impact here will mostly be the high J aircraft where I do think they could use one more flight attendant given how many business class seats there are. This worked prior to covid and those who wanted rest would do express and go to sleep right away whereas others would enjoy the service. I understand you can’t please everyone but I prefer the premium feel (if shelling out $6K-$8K a ticket!) and honestly the length of a long dinner service, allows me to enjoy my meal/movie get a few wine refills in and kill time in the flight and then go to sleep.
On short eastbounds, the hubub in the cabin as the three course dinner languidly takes place for those not opting for express isn’t ideal, even in a very pleasant Polaris cocoon, and even with earplugs. I really value as calm a cabin as possible for 4-5 hours to try to get some deeper sleep.
Daytime/westbound with longer flight times, or for, say, ORD-FRA east, the three course seems fine.
I don’t disagree and maybe something like EWR/IAD-LHR/GLA/EDI esp after 7 pm should be express. I just can’t stand getting rushed and like a service flow more. Again it’s hard to please everyone you’ll have folks who want to sleep right away and others who appreciate the more premium feel (which is hard to say given United’s lack of premium food). I do think esp with FA negotiations that another FA will come back, where they’re placed, unsure, but that would help with this. The airline used to do this for years. It’s better than dine on demand IMO on some other carriers as that can wake me up too. At least there’s some privacy now in the polaris cacoon vs the old lie flats. I still find it laughable (regardless of anyones opinion on whether it should go back to three course meals) that it needs to be trialed. They did this for years and another FA below pointed out he’s fine with it but that it would be much better if another FA comes back. They need to do that regardless if three course comes back.
Flew to Munich yesterday from Newark and like the one tray service, saves time; if you want sleep as much as possible and not use Express service.Only downside as I noticed on trip earlier in the year was the less than hot main course after salad and app. Otherwise I prefer this to old days, especially since they seem short-handed now. Food was quite good and dessert cart came through pretty quickly.
Well, I guess it doesn’t matter if you serve Polaris food all at once or spread it out over courses, it’s still Polaris food. If the food and service even approached the cost of a Polaris ticket, they wouldn’t have to roll out new experiences like multiple courses. Fly Air France’s business class and just do what they do.
I don’t have a problem with the single service unless it’s rushed like my recent flight from EWR to NCE. In the “dark” I was served my drink and nuts and two minutes later my meal and no desert/sundae cart. Just would you like anything else…then they were gone and the purser was no where on site.
Rich, I’d love those two minutes to at least have an almond or two and a sip or two of wine prior to my entree arriving. Lol. I’ve flown AA 3 times recently in J (JFK to EZE—not a short flight and around a 9p departure) and EVERY time, the food cart is out before the drink cart, and they come with nuts after you’ve been served your entree. This has happened to two of my colleagues on different flights as well! I flew UA in J from EZE to IAH the last time I returned from BA, and it was head and shoulders better. Just my experience.
Personally i think Ual will keep the 1 tray everything on it express meal service because on a long haul flts, pax will appreciate not having to wait for service due to the 1 less crew member in that particular cabin of service. Ual took 1 crew away during covid because nobody flew. With the return of pax again, ual still wants to keep that 1 crew out to maximize ual investor profit while over working a limited cabin staff much to the chagrin of pax and staff. Vote for the express service. It’s better with a bigger tray. I know i served all.
It’s very simple. Not sure why people have to make so much out a simple formula. On Polaris flights under 8 hours meals are served as one. On longer they are done in the trial steps outlined. This will assure that shorter durations overnight to London are all one tray. And day flights are staggered servings. Easy stuff. You’re Welcome.
Matthew, here we are with UAL starting a “trial” run on only three itineraries. Where have we heard this used before?? A “trial” run at UAL takes three years, then they’ll “trial” six itineraries for another three years. If I’m wrong, I’ll apologize to UAL, but there is a clear UAL “modus operandi” on what they call “trial” runs. What makes this so damn difficult, UAL??? Make it happen a month from now on ALL international flights and have paying customers provide immediate feedback to Chicago corporate headquarters.
I’d probably opt for the express dining option, as I sleep like a baby in Polaris. Couple drinks, quick meal, and see you tomorrow. haha
So it looks like my company is rolling back the 3 course service. I guess they forgot that the reason we went AWAY from the 3 course service is that it took too long. That’s the feedback they received from Polaris customers. They wanted a quicker service so they could work, sleep or watch movies. This will be an ambitious task if they don’t increase staffing. As a 45 year f/a with United, i have no issues with the 3 course service as long as the company increases the staffing. If not, the service will take a little longer. Then Polaris customers will write the company and tell them the service is taking too long. Therefore, they won’t be able to work, sleep or watch movies in the time they are accustomed to.
Steve – There is a clear ‘express’ option available for customers who want it sooner, and it is served before the full service begins. So no reason for someone to complain about long service if the FAs do the service as designed.
This sounds like thinly veiled insubordination over the staffing question.
It is absolutely beyond belief why UAL wouldn’t go back to pre pandemic service when the pandemic ended two years ago. Their business class fares are sky high and we are even discussing this ?
They really need to conduct a trial for normal service ?
If they are ever going to hire another FA, it should be a dedicated FA for the O cabin, to create a more premium experience there
With all of these service upgrades we have to figure how the service flow will work.. especially with the flight attendant staffing.. the way United wants to do it is with minimal flight attendants.. common sense says minimal staffing longer wait times for each course.. staff it right.. your service will flow without waiting for your salad and appetizers plates to be picked up.. and waiting for your refill on wine or drinks.. all in all staff it right service will be done in time.. do it with the staffing as is now.. expect a 4 hours or more dinner/lunch service.. it’s just common sense
I’m less concerned about the timing of food service and more concerned about food quality. Starting with the salad dressing where the first two ingredients are water and sugar. There is no where to go but up from there. Why not simply olive oil and balsamic? It is indicative. Even in Polaris I take my own meal. The problem is long haul flights.
Took United Polaris EWR-CDG late last year. Worst transatlantic experience ever. Lounge packed to the point of making getting something to eat impossible. Rude Flight Attendant, non-functional entertainment system and indifferent service. The worst, however, was the food. First told that I would not be able to get my “first selection” then the food which was served was absolutely inedible (Think fish jerky). Changing the pace will not help if you cannot give your customers a good quality meal that they request. So done with UA.
I hope not. The problem with this is passengers may not like the appetizer or vice versa. Having the food delivered all at once allows us to pick and choose what we will eat and savor. How much bread I eat is dependent on if I can eat the main dish and anything like rice that comes with it. Things are improved if you preselect your meals ahead of time but you still have to wait to see how it looks and how it is cooked.
@ Matthew — Service flow is nice, but upgrading the food would be better. It’s a total joke what UA offers vs JL on ORD-HND. It’s like dog food vs human food.
I have done both staggered service and express meals. The issue is the quality of the food, which has been terrible for the past 3 years. And how it is served does not change that.
It’s airline food, but I don’t find the food any worse than AA.
I’ll stick with Delta One, this is their normal service, UAL has a ways to go to catch up.
I wish that they did not set out linens before the first drink service. Hot towels and drinks – let everyone relax. We don’t need tray tables for drinks and nuts, and we don’t need to disrupt anyone who may be working on their computer. Then bring out the linens with the appetizer tray – ask people to open the tray table, set the linen, place the appetizer tray.
I hate getting the linen and then it’s an hour before anything is put on it. And it delays the first drink service.
Please rethink the flow.
Will the flight attendants accept this? It is really going to cut into the time they normally hang out in the galley playing with their phones.
You shut you face
I’ve always ordered express and got it one tray but options are always better for those who want them!
My wish, especially on long-haul flights: The FAs would bring the drink cart as soon as they’re cleared to move around. Let folks enjoy a cocktail or whatever for a few minutes before rushing around trying to get everybody fed. I suppose it’s not practical for a dozen reasons but it would make for a more relaxing and enjoyable experience for passengers.
United offers an Express meal service and has since the beginning of Business First in the 90s. This option allows anyone who doesn’t want a drawn-out service to quickly eat and then continue watching movies or sleep. I loved the service when it was first introduced and hope it comes back. I agree with comments that the actual food does need to be elevated. Remember the steaks they first served , you could cut with a knife. European airlines such as Lufthansa and Swiss Air continue to serve elegant meals that are delicious.
I always hated the way they would make you fold out the tray table and drop off the linens, and then leave you sitting trapped for 45 minutes. Linens should come right before the food.