United Airlines has upgraded its pre-departure beverages from plastic cups to glassware on international flights, a small but long-overdue enhancement that makes for a much more premium experience.
United Airlines Upgrades Pre-Departure Drinks To Glassware In Polaris
This week, United Airlines is rolling out new dishware, utensils, and glasses in Polaris (business class) and United Premium Plus (premium economy) on international flights, premium transcontinental, and long-haul Hawaii flights. It will next roll out to domestic, Canada, short-haul Latin and Micronesia routes on June 5, 2025.
As part of that transition, United is “enhancing the customer experience by using new rocks and flute glasses instead of plastic disposable cups for the premium cabin pre-departure welcome beverage service on all international flights.”
Currently, blue plastic cups (the same cups used in economy class) or plastic goblets and tumblers are utilized for pre-departure beverages, which are tacky…can you think of a better word? But with the upgrade to glassware comes new requirements to ensure that pre-departure beverages are collected before takeoff.
Flight attendants will begin to pick up welcome beverage glassware 10 minutes before departure. All glassware must be collected and properly stowed in the galley carts/carriers before door closure to ensure compliance with FAA regulations.
Flight attendants have been advised that if they cannot begin distributing welcome beverages 20 minutes prior to door closure, offer customers water in blue disposable cups instead. United says, “This ensures customers still receive a beverage, and the disposable cup can be easily collected after the safety demonstration and disposed of in the galley trash containers.”
I’ve said often before that it’s the little things that matter…while one thing may alone be trivial, many small improvements add up to create a real differentiator and a truly premium experience. Using glassware instead of cheap disposable plastic will not go unnoticed. That certainly does not solve all the catering issues at United, but it’s another step in the right direction.
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Honest question, what difference does it make if it’s in plastic or glass for a cold drink? Or a paper cup for a hot beverage? Granted most don’t order coffee for a PDB but somehow Starbucks and McDonald’s have made billions serving drinks in disposable cups.
Not trying to be a dick, but of all the things in airline customer service, this is the one to care about? I’m shocked anyone would care.
In other news, this story is already all over X from the Fake Travel Blogger guy.
Good and fair question. Part of it is perception. Airlines want businesses and passengers to buy premium seats which they market as being a premium product. There are tax reasons some high end champagne and wine is often not served until an international flight is airborne, so often the pre-departure beverage choice is limited. Serving it in a plastic cup helps flight attendants prepare the cabin for departure more quickly. The issue is balancing efficiency with the “premium” experience passengers paid for. Also, the type of cup or glassware impacts the taste of alcohol. (I don’t drink, but there’s a reason glassware is shaped differently for specific beverages). Moreover, passengers know about the premium level of service (including glassware) used by many foreign airlines in their pre-departure beverages and therefore the United plastic blue cup seems cheap. Imagine going to a wedding reception and the bartender serves everything in a red solo cup. People notice and judge. So it is a “little thing” but since it is a little thing that will 100% be noticed, it reflects on the airline’s commitment to a high quality passenger experience in business or first class.
United in particular is trying to cement itself as a premium international carrier (at least by USA standards) and hopes to surpass Delta in not only global reach but actual and perceived quality of the onboard experience.
Some “little things” that save money for airlines will not be noticed by 99% of passengers. This is something that will be noticed and therefore United Airlines have made the decision to invest in the pre-departure beverage glassware and time flight attendants will have to spend with collecting glassware believing it will increase the actual and perceived quality of the experience for premium cabin passengers. Hope that helps.
It’s ok next they will complain we take the drink away sooner you can never win . First it’s wait passenger complain we’re taking the cup away sooner as they arrive because it’s 10 min before departure fine let’s give them plastic then we can be more relaxed about how one they keep it . Ohh no that’s tacky let’s go full on glass and even more funny wine in rocks glass yep that will make them happy but wait now we’re back to have to take it away sooner so we’ll see how long that last lol
Wine is served in flutes, not rocks glasses…
Actually, with this new catering update, United has removed all the wine glasses. Wine is now served in rocks glasses, just like the water.
Memo I saw mentioned “flutes” so I have to imagine those might just be delayed as part of the new catering rollout.
The flutes haven’t been delayed, they are onboard now. On domestic flights, there will be champagne flutes and tall tumbler glasses; wine will be served in the champagne flutes in this case. In Polaris, there will be champagne flutes and rocks glasses; and the wine will be served in rocks glasses in this case. (Port glasses and wine glasses are gone.) I can confirm straight from the source that going forward, it is SOP it to sure you your Heitz Cellar Cab in a water glass.
That’s interesting. I suppose you’ll serve in flutes by request?
But wine shouldn’t go in champagne flutes, though, unless it’s sparkling… Wine should go in wine glasses. United is making a big mistake by over-streamlining their new glassware. Polaris customers want to drink wine from the correct type of glass, especially now that the wine list has gotten better. A $3,000 Polaris ticket should include access to a wine glass.
I 100% agree. I’d just rather have wine in a flute than a rocks glass. But indeed, there should be proper stemware.
Very thoughtful and appreciated reply. I’m in the 99% that doesn’t care, I’m just happy when they follow through and provide a PDB. But I’m also the guy that doesn’t buy FC or BC, but loves the upgrades when I get them.
Thanks again!
@Dave: I think @Chris answered this better than I could have.
Haha! Thanks, Matthew. Occasionally I come up with a good response. I appreciate the way you manage comments and, in turn, try to make any comments helpful, respectful, and responsive.
Reminiscent of the white china on the Concorde.
Dear Dave Edwards. I am one of the many who cares. If I pay for a premium experience, shouldn’t I expect some some sort of premium service? Or, do you think they may as well dish out food on paper plates since such presentation doesn’t change the taste of the meal ? If you believe this renders me entitled, so be it.
Delta has been doing this for years on international flights.
Given that domestic boarding often is not complete soon enough to allow domestic passengers time to have a glass, DL uses plastic on the ground on domestic flights.
@Tim: Honestly, I like those fancy blue napkins with the Delta widget more than the glasses themselves on Delta One flights…I think those are so classy (and that would be another way or Untied to distinguish itslef…use nicer napkins too).
Untied? I know it was a typo….
service is a combination of many attributes and there isn’t a single that tips the scale for one company over another.
Competition is good and most of what is service is not patented or trademarked so others are free to use it.
However, the biggest element of service is the human touch. The US is increasingly a country that cannot deliver world-class service whether in the air or on the ground. But DL’s service advantage is its people and DL’s much tighter control over service delivery and employee performance. DL’s service is not competitive w/ some of the best airlines in the world but its service is consistently… consistent.
and DL is rolling out further training for its premium cabin international FAs so let’s see where the bar goes.
This is the least that UA could do to try to make Polaris more of a premium experience. Given that they start boarding 50 minutes before departure, most Biz class passengers will be seated for 45 minutes before the plane goes anywhere. It’s really not that difficult to manage to offer someone a drink and for them to drink it in that time period.
But, knowing UA’s FAs, they will no doubt not bother and go with plastic children’s glasses anyway. Already in about a quarter of my flights, their response to a request for a glass of water before take-off is that there’s already a bottle at my seat – I can see this becoming even more prevalent.
I am so happy to see that the pre-departure beverages are now being served in glass. But, what’s up with United removing the wine glasses from Polaris? The Polaris wine list has really improved as of late; it seems counterintuitive that they have removed the wine glasses.
Really? This is what qualifies as news worth reporting?
As a United 1K, this is actually a huge deal to me. Delta has been using glassware for years, and I’ve always looked up to them as premium over United, but they aren’t in my geographical area. It’s the little things that make all the difference. I am all for this update, and can’t wait for my next Polaris flight!
Matthew, while it’s nice to receive pre departures in glassware, did you know that United got rid of the wine and port glasses to support this change? In Polaris, wine is now served in water glasses, and port is served in champagne classes.
That’s so odd.
I for one am really glad and happy to see that pre departures will now be in glass. It DOES matter. First impressions DO matter.
Matthew, I flew in Polaris today on UA952 from MUC to ORD, and can confirm that all wine is now being served in water glasses. The flight attendants said the wine glasses have been removed, presumably as a cost cutting measure. Can you confirm this with United, and let us know what’s going on? What the heck?!
Yes, will do.