United Airlines CEO Scott Kirby has been adamant that United Airlines will not only become the biggest airline in the world, but the best. However, “best” is in the eye of the beholder and United has taken an unwelcome approach to quality when it comes to its Premium Plus (premium economy) class.
United Airlines Premium Economy Liquor Cutback Exposes Tension Between Competing Goals Of Making Passengers Happy And Controlling Costs
I recently shared with you Kirby’s four pillars he maintains are essential for United to become the “biggest” and “best” airline in the world. Those include:
- United Next
- Operational Excellence
- Customer Service (NPS)
- CSAMx (i.e., controlling costs)
From conversations Live and Let’s Fly has had with United employees, management believes that the key to attracting loyalty and a revenue premium is a beautiful hard product. That is why “United Next” will transform United’s narrowbody fleet, adding more plugs, faster wi-fi, large seatback screens, and mood lighting.
At the same time, management is very concerned with balancing that new hard product with strict cost controls, which it sees as most easily achievable through the synergies that comes through larger mainline aircraft, technology that replaces human capital including many airport agents, and a careful control of soft product costs onboard.
Even as United slowly restores its Polaris business class product to pre-pandemic form, premium economy passengers, a cabin United calls Premium Plus, have faced cutbacks from the pandemic that have yet to be restored. That includes replacing pre-arrival service that used to resemble business class with economy class food.
Breakfast in Premium Plus before the pandemic:
Breakfast now:
But now there is a further cutback: alcohol. Multiple readers reached out to me to express frustration over being denied alcohol minis on transatlantic trips in premium economy.
That seemed quite strange, considering the United website clearly indicated alcohol was included with Premium Plus tickets:
I reached out to United to find out what was going on and a spokesperson told me:
Thanks for reaching out. To confirm, we currently offer the following on United Premium Plus:
- Domestic (Hawaii/Premium Transcontinental): complimentary beer/wine/liquor
- International: complimentary beer/wine
Note, the webpage you linked to below does have slightly dated information, which we’re updating ASAP to reflect the above offerings.
The website has now been updated to reflect this cutback:
Note, passengers on intercontinental flights are not limited to only one beer or wine, but one at a time.
The inconvenient truth for United is that such penny-pinching directly undermines its purported vision to become the “best” airline in the world. Argument can fairly take place over what constitutes best, but charging premium economy passengers (or even economy class passengers on longhaul flights) for liquor is the sort of aggravating nickel and diming that, in my estimation, directly undermines loyalty.
United should be wary of placing all its eggs in the “hard product” basket. While a consistently comfortable seat, fast and reliable wi-fi, plugs within reach, and a large screen with hundreds of movies to choose from will certainly build loyalty, if United cannot do the small things right like offer passengers on pricey tickets a choice of beverage or decent breakfast prior to arrival on a longhaul flight, it will alienate the very people it is trying to attract.
CONCLUSION
United is trying to improve overall quality while cutting costs, a goal that is generally too contradictory to work. The latest “Kirby Kutback” (as frequent flyers wryly call them) may not seem like much, but I’ve heard from too many people this week angry about their missing alcohol minis to dismiss this as a non-issue. If United wants to be the best in the world and command a revenue premium over its competitors, it is going to have to avoid alienating passengers over food and drink.
top image + screenshots: United Airlines
I’m probably in the minority, but I actually prefer the breakfast sandwich in PP now over the omelet option before. I always felt that the eggs were overcooked, the fruit wasn’t ripe, and I so I would only have a a few bites, whereas that sandwich is delicious with a little hot sauce.
Eggs in business class and premium economy almost always suck. As long as the sandwich is decent, I agree.
I travel an avg of 70 segments a yr on United Bus/1st and I agree with you. That sandwich is delicious and food in the front has been going downhill since the pandemic. Both choices are usually terrible and most flight attendants don’t even heat up the bread.
This article reads as super whiney to be honest. It’s basically “ I want to drink more alcohol all day and night” Not everyone can handle that much alcohol well or knows how to behave responsibly. Having inflight entertainment and a charging port is much more important in my opinion.
I don’t drink any more. So you were saying?
Seems only a few month ago you were in Toko enjoing a Suntory World.
It did seem you were increasing your coverage of the drinkees.
In any case, be happy.
Its not whiney. Prem Economy should be served unlimited alcohol if desired . Premium does not mean being cheap with the customers. Kirby must be a complete idiot to piss off his premium customers .
I can’t tell you the last time that I’ve done anything but turn off my seatback screen. Is inflight entertainment really that big of a desired trait?
Found the United Exe or shill.
Hi, my name is Ryan. And I hate life.
In addition to my agreeing wholeheartedly with Mr. Klint’s astute comments, I can attest to my recent experience in Premium Econ, since the so-called “restoration” period is upon us. In short, it sucks. It’s much more like Economy, save for the seat (somewhat more comfy, but with a useless footrest). But the dining options were so sad and abysmal, and for some of us, having a Gin and Tonic or Bloody Mary at 37,000 feet is a real treat.
As for the so-called “Hard Product.” Having flown about 40-50 segments this past year in business/first on various carriers, I can safely say that while a business seat goes a long way–if the service and so-called “soft offerings” (like food) suck–though, I firmly disagree that food is a “soft offering,” then you can keep the subpar, overpriced experience (United’s Polaris/Premium tend to be leaps and bounds more expensive than coach).
Cheerio, Michael
It isn’t just he “soft product” that is lacking, it’s the customer service (or lack thereof) that comes with it.
I flew PP from SFO to Seoul a few months back, and asked for a drink mid-flight (the only drink I ordered outside of meal service on a 13 hour flight). Flight attendent comes back and says, gruffly “you know we’re going to be serving a snack soon” – clearly implying with her tone & intonation that I shouldn’t be asking for anything / using my call button, because they’ll be coming around anyway (the snack wasn’t served for another 1.5 hours).
United will never be a world-class airline until they can get the basics of good customer service right. Flight attendents need to stop making passengers feel like shit for basic requests. Fly Korean Air, Singapore Airlines, Asiana Airlines, Emirates, etc. to experience quality customer service. Asiana actually has a pretty poor hard product (outdated fleet), but I fly them almost exclusively because they have 10/10 customer service (this United PP was due to scheduling).
The liquor thing not just reeks of cheapness, but is crazy as well bc DL offers free liquor in all cabins on long haul flights. Are liquor minis really that much more expensive to stock than wine?
I’d imagine they’re cheaper. Smaller footprint, less weight, and comparable if not better shelf life. The only cons I can think of is that they’re easier to steal and use accoutrements like mixers, stir sticks, and ice (which they already have).
As a TATL flyer on UA, it competes with airlines that also have very good hard products. Some are better than others for sure, but all are improving. Even if UA’s offering is better today, it won’t be tomorrow. So focusing solely on that will mean that it offers no competitive advantage whatsoever. And, if UA won’t feed me properly (which they don’t currently), I can think of no reason to continue flying them – UA miles are now worthless, the experience on board is grotesque and so what’s the point?
Absolutely. The US hard product is fine, but no better than most of the European airlines, and I fly those all things being equal because of the soft product. UA cannot command a premium with a bad soft product. Though they may be fine with that.
I recently traveled in a Premium Plus seat between LHR and DEN. I didn’t book Premium Economy, rather a seat in that section became available upon check in. I didn’t notice any difference in service between Premium Plus and Economy. The same cart, with same meals and alcohol, serviced both sections.
I must say the seat and entertainment screen is pretty nice.
You should received a much better meal served in porcelain with metal cutlery and glass cups.
Was PP sold as PP on that flight, or was it sold as E+?
That must be the distinction. I was able to change my E+ seat to Premium Plus when checking in the day before. I don’t recall any offer of Premium Economy when booking. There must be some routes where PP is sold as E+. If so, that’s a pretty solid deal. For a daytime flight of 9 hours or so, the seat and entertainment screen is most important to me and had no complaints in that regard.
Frankly I deserved that nicer seat as I had to spend 72.9K miles for economy vs. the 62K I spent for Polaris outbound ORD-LHR. Hurts to do that, but these flights are full and had to get back on a certain date.
Unfortunately the company did not give us the bread in Polaris in oven proof bags, they were individually warped. It took them till this month to give us bulk boarded bread where it can be warmed up.
The soft product absolutely matters. This is something that became brutally apparent on DL during the pandemic, as competitors brought back food first and DL continued to offer just a snack bag. Several months back, I flew DTW – LAX in D1 Suite on the A350 and was given just a snack bag and it felt cheap, very glad that hot meals are back.
Hopefully United learns this lesson quickly.
Delta has vaulted ahead of United in terms of soft product. United is now firmly behind AA and DL in domestic F product.
Not in PE they have not.
DL provides ECONOMY meals in PE
That’s actually not correct. The TransOcean PE meals DL serves are one tray versions of the D1 menu with some minor differences. One less course and no cheese plate most of the time. Domestic PE is different but so is Domestic D1 for that matter, you’re getting the seats but a domestic experience.
If you got an economy meal, it was a one off, but it has been known to happen when there is a catering error.
DL’s premium select gets regular main cabin meal service. The distinct service that was offered when this cabin rolled out initially has since been scrapped.
Premium cabins are getting cuts because buying a lower class fare in hopes of getting an upgrade does not spell profit for any airline.
The premium economy class was created to offer a middle of the market travel option. Better seats, dedicated cabin attendants, a more discerning dining experience…but it soon became another upgrade possibility.
Airlines do not make money by selling cheaper tickets and then offering upgrades. If the demand were strong, then premium economy class would have been improved…not reduced.
I can confirm this is the case – the premium meals have been scrapped.
Bean counters have been controlling the airlines for 25 years now, nothing new.
As a shareholder I understand this. As a passenger, I do not. What to do?
Kirby has a very very low standard so anything he thinks is the best for him is shameful for any other airline. He is so out of touch that he becomes ridiculous.
If they sell liquor minis at the store for $1-2, I can only assume the price UA pays for buying in bulk is lower. This is incredibly cheap. Then again, UA has always had horrible catering.
I frequently fly from Munich to NYC. For a time united was flying there more updated 767 with new Polaris and premium plus. Service was ok, had a few very decent meals with proper plate wear etc, don’t recall the alcohol situation. But now united only flies an older 767-400 with old junky biz class seats and no premium economy. No opportunity to upgrade, and I’m lucky if they are flying direct on the day I need to fly!
Here here, UA can’t rely just on hard product to win – needs a leading soft product to go along with it
Enough of the nickel and diming of premium passengers
It’s patently obvious that this is a terrible idea. Kirby may be wildly out of touch with what customers want but he’s not actually stupid. It’s really tough to figure where he’s coming from on this.
This is cheap, ridiculous and reminiscent of the Smisek era. BAD MOVE, UNITED
Nice to see UA following in the footsteps of their 5-stahahahahahahahahhaaha rated European partner which has also eliminated spirits from premium economy.
Another problematic cost cutting area for United is customer service. I missed a flight due to misreading the timing requirement for a COVID test (admittedly my own fault). When trying to rebook at MSY in New Orleans, I was shocked to learn that the United agent had not means to rebook my flight. I had to call the 1-800 number, which as we all know is a disaster. It’s crazy to me that agents no longer have authority to rebook passengers. This would not have been a problem on AA (my preferred domestic airline).
I suppose you can argue this is intended to accelerate the check-in process, but it places tremendous stress on customers exactly when expeditious accommodation is most needed.
I totally agree. Had a four hour delay after a long day. Low battery. Had two options. Remote customer support and thankfully that had 3 agents working customer service. It took an hour to rebook and there were still 50 people behind me. If they did not have the 3 agents there I have no idea how I would rebook.
UA has always been known for having a bad soft product. People should quit thinking they’ll change their ways. Polaris is nice, but UA is forgetting just how much Premium Economy costs vs regular Y, and they will likely hurt them in the long run.
Product offering alignment with Lufthansa
Upgraded dining and free alcoholic beverages
On select long-haul international flights, you’ll receive upgraded dining options on custom dinnerware with flatware and a cloth napkin. And for the perfect complement to your meal (or just your movie), enjoy complimentary alcoholic beverages.
http://view.ceros.com/united/premiumplus/p/1 April 5, 2022 2:08 p.m. Pacific Time
I flew UA Premium Plus last month from ORD-HNL. The meal service was the pre pandemic business class-eque food and service. I did a same day upgrade with $ as it was about half the price than previously advertised. I can also attest to what some other commenters are saying about booking E+ and getting an ‘upgrade’ to a Premium Plus seat. In this case, the service was the same as E+/E. This was on a different route in Dec’21, so not sure if that’s still something United is doing.
Matthew… As a long term ex-UAL employee, all I can say is that this is nothing new, we’ve seen it all before. United (and most of the other major airlines) do this on a cyclical basis as part of the tired business model they’ve been adhering to in various forms under various names on about a 4-5 year cycle. They build up their offering in all classes, promote it loudly using all the right phrasing and superlatives from marketing, then after it has the desired effect, they start to cut it all back in the name of “synergies”, “internal efficiencies”, or assorted other euphemisms for cost cutting. They drive the product quality down until customers start to object and drift to the opposition, then they start the whole cycle again and tell everybody that it’s a new improved offering and product enhancement. Very cynical, nothing new, and you’ll continue to see it as part of the marketing model for many cycles to come.
As someone who recently has been able to fly first class more often I find my priorities haven’t changed from when I was sitting in coach. Get me there and back safely and as close to on time as possible. Airlines are not restaurants or bars.
Hear hear! All I really care about is the size of the seat / legroom and being on time. I book 1st class for the seat alone. If I ever wanted a drink and they wanted to then charge me for it, I’d think it weird given the cost of the ticket, but I wouldn’t care given the relative cost of the ticket.
I’m not a tier member (but former PI/US res agent, & trainer in the Dividend Miles Center). I live in EZE now. UA is almost always least expensive even in PE. PE been a great product for me via IAH (787/777). Not much of a drinker but the meal is important (and isn’t that great). The seat, space and additional checked bag sell me. Hope they don’t downgrade any of those items but know firsthand that mentality.
JetBlue is buying spirit. All airlines are becoming low cost cattle haul. If business travel doesn’t pick up, you can bet on it.
I like the new alcohol policy. I have sat next to too many drunks on long flights.
Maybe I’m the premium economy customer Kirby is looking at? My default assumption is that the soft product on any U.S. carrier in premium economy will be sub-standard; anything better is a rare welcome surprise. The only reason my travel companion and I will pay extra for premium economy is for the extra space – especially for being in only two seats together, instead of being squeezed elbow-to-elbow with a stranger into three tight seats. We don’t expect food or drinks, we just want to fly in a space that doesn’t seem like it was designed to be as uncomfortable as possible.
Indeed! The premium plus experience has lost the plus…
I flew ORD-LHR in PP a few weeks ago and was quite surprised that liquor was not available. My FA was great and went and got me some from J, but I think she only did because she new I am 1K. Flying the return in E was even more shocking though. Their alcohol selection was even worse than what is available in domestic economy. No idea if it was just my flight that was miscatered, but it was a poor experience.
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The way I see it, if you really want a mini, either pay for it or upgrade to Polaris. Quit your complaining! I’d much rather a comfortable seat, dependable performance, and good wifi. Cost cutting is inevitable at all carriers.
Actually, a good seat and minis are not mutually exclusive…
But, I did pay for it, that’s the problem. Look at the United website today and it still advertises the Premium Plus includes plated hot meals, flatware, cloth napkins, and your choice of alcoholic beverage. The FAQs indicates including featured cocktails, and that there is a difference between economy plus and premium plus in terms of alcoholic beverages. There is no mention of “beer and wine only”.
This was the experience I paid for at booking, and it’s still being advertised as such, but not being provided. That isn’t just a cost-cut, it’s deceitful and unfair. The fair way to roll out a cutback like this is to change the policy and marketing, and phase in the change over 330 days, so no one who paid for specified products and services is deceived.
My premium plus flight is the end of a European vacation that cost around $50k and included Polaris on the eastbound. I’m traveling with 2 kids who won’t be drinking and I drink no more than 2 drinks per flight. I don’t like beer and wine. Being asked to pay an extra $20 on the westbound isn’t about the money for me. If United wants their soft product to be perceived as cheap and deceitful, mission accomplished.
Do they truly believe it is possible to beat any Asian/European/Middle Eastern airlines by cutting back on food (quality) and alcohol drinks and achieve the position of the “world’s best airline?” Many customers are looking for better “soft products” as well. United should not forget about it.
I’m afraid, Matthew, that it is the same old thing at United.
Betting you that before it’s all over with, we’ll see additional catering/service cuts in Polaris.
Hi all, beware seat changes! my husband and I flew to Hawaii 2 weeks ago. We had booked 2 economy seats, window & isle together. Seats were same when checked in the night before. When next morning printed boarding passes we did not notice until boarded our seats had been changed and we were not sitting together! The plane was only about 2/3 full, over night our original seats had been turned into economy plus and were empty!! There were many empty economy plus seats.
Not really concerned if alcoholics can get a steady stream of free drinks throughout their flight…in fact I resent having to subsidize their addiction.
Get a grip!
I don’t really care what service is offered, as long as it’s as advertised. Flew to the UK in PP last fall. The in flight magazine clearly stated that liquor is complimentary in premium classes. Well United only has one class with the word Premium in it’s name, both ways I asked for a gin & tonic and was told no, liquor is only in J.
Another example of United’s incompetence, I’d booked economy then paid to upgrade. United charged me for the upgrade then refunded me the same day, so the upgrade was free. Of course this was incompetence in my favor so not complaining about that one!
Post pandemic the soft product matters even more. Can’t believe the bean counters at United don’t get that.
Just flew HNL-SFO in first class.
Don’t judge me Earl.
Had to get two IPA beers as when I went up to the restroom I knocked over my first one.
Ordered two vodkas with a glass of ice and a empty glass as I was trying to make a martini. Walked that over to the missus.
Then order another two vodkas with a glass of ice and an empty glass as as I wanted to have my martini.
Then order another IPA beer and some more food from the United menu.
All was comped in first class.
Scott Kirby is just continuing a long tradition. As someone who has been a UA hub captive for decades (and is a former long-time Premier Executive), this type of penny pinching it not new.
Imagine how annoyed I was when I recently booked tix for the family to fly in Polaris on a 777-300 transcontinental flight only to find out afterwards that we do not get access to the Polaris lounges on either end. Uggh.
I should have booked the Delta One option that was the same price on that day (with less convenient departure time). Delta does not try to cut corners with their premium cabin passengers.
“Imagine how annoyed I was” That has always been the case, and is clearly stated. That’s on you. Not UA.
Enjoying the ‘sauce’ does not make us alcoholics. What a disgusting post!
“Argument can fairly take place over what constitutes best, but charging premium economy passengers (or even economy class passengers on longhaul flights) for liquor is the sort of aggravating nickel and diming that, in my estimation, directly undermines loyalty.”
I would argue that misleading customers by “updating” a website to announce degraded service after reducing service is inline with years of lowering the bar on reasons to be loyal to flying United.
I’m still a 1K but haven’t stepped on a United plane in more than 6 months and will only fly them if they have the best price tickets in domestic first or international business. This is because I simply don’t trust United to deliver quality service, that the miles I earn any predictable value (dynamic pricing), and because if I’m flying Polaris on a paid ticket I’m generally treated better than a 1K.
Loyalty makes no sense anymore. And I find the ride on other airlines both in premium economy and especially in business to be at least as good and most better on other airlines. Fly less and travel better is my goals these days.
Perfectly stated.
Where’s the loyalty going to come from if you can’t trust United when it comes to customer service or loyalty program value?
I too find that I am treated markedly better if I simply pay for my premium cabin flights with whichever airline seems to be making the better offer that day.
As long as UA doesn’t shrink the seat pitch in Economy or Economy Plus, provides unlimited ginger ale, lemon-lime, apple juice, and pretzels for the ATL- ORD and ORD-ATL flights I should be a satisfied customer.
Matthew K. – I just flew premium economy and had a pre-pandemic service. That is back! As far as alcohol, I can’t comment as I don’t drink alcohol.
It is only back on India and Tel Aviv routes.
I flew UAL from ORD to CDG business on 787 and the service was below par the flight crew were good but the amenities where terrible, no UAL magazine to read the snacks after lunch consisted of small bags of pretzels stale peanuts nothing else. The seats in business not comfortable if you are claustrophobic stay away very little storage space all in all not good.
Having traveled frequently in both UA’s Polaris and the newish Premium Economy, both pre and post pandemic, I can quite categorically say that if anything United need to ‘up the ante’ on both their domestic and international routes. As a loyal million miler I can honestly say that their product overall has become very cheap. It’s not really about the alcohol amount, or food, it’s about giving the customers what they are paying for Mr. Kirby!
Oh well, United still hasn’t updated its mini-site dedicated to PP: http://view.ceros.com/united/premiumplus/
If United is resorting to such inane cost cutting on free liquor in PP, perhaps they’re having some serious internal financial issues that we don’t yet know about? But that seems implausible, as all of my United flights lately have flown with 100% load factors.
I think that Scott Kirby must get out of his office and go on recurring “check out” flights in NON-premium cabins to personally experience his self-claimed “top-tier” service quality, along with the impacts of his recent service cuts!
Ugh! Because United had been improving over past 3 years and Newark is so much easier to reach from west side of Manhattan (especially while LGA has been under construction), we booked a slew of upcoming trips (even those that don’t include NYC) to United from Delta, including transcons in PP in the belief that United’s improvement on flights taken in recent years was sufficiently consistent to allow us to avoid JFK or LGA, even if Delta is better (our recent pair of LGA arrivals at Terminal D [including an hardstand] were undesirable as they required a long trek that’s unpleasant for most, let alone those with reduced mobility, to reach bus stops at the furthest end [from Terminal D] of Terminal C).
Of course, United’s chintziness re “free” booze vs. Delta in and of itself is not necessarily a deal breaker.
However, if United can’t decide if it wants to truly compete with Delta by offering service that’s actually comparable to Delta and instead can’t resist the pull of reverting back to offering an overall product that’s inferior to Delta, then I guess it’ll have to be back to Delta for us – even if JFK and LGA are less desirable airports compared to Newark.
Will be interesting to see how that plays out for United since it really is (was?) emerging as a viable option for New Yorkers in recent years with service that we found had improved so much that we thought Delta, despite it being better, was slightly less desirable given it requiring us to use airports that are harder to reach, or for our recent flights at LGA were extremely unpleasant in terms of the airport experience (even if temporary bc of ongoing terminal redevelopment the exceptionally long trek outside from Terminal D to C truly is an undue hardship for reduced mobility passengers).
So what’s the upsell approach here?
Dear Sir/ Madam/ Unicorn
Would you like to give us anywhere between a few hundred and a thousand bucks to upgrade your seat/ cabin from economy to premium economy? If you do you can look forward to such exciting ‘enhancements’ as: the same meal you would’ve had anyway but something metal t9 cut it with. The same glass of wine we serve in economy with the ability to give us even more of your cash if you want another alcoholic drink during your 2,3,6 hour flight.
Wow with such heady additions Kirby is sure to attain his “Best_ goal sooner than he could’ve dreamt. Possible that the word after ‘best’ won’t be one he’s excited to hear but hey baby steps
Perhaps this has been walked back. Intriguingly, the beverages page on the web site has been changed again since this post was published — this time, still removing free alcohol in transcontinental Economy Plus (a barely-known offering I had to prove to the flight attendant every time), but restoring the original, unambiguous “alcoholic beverages are complimentary in premium cabins on all flights,” with no specification of different offerings for Hawaii/transcon vs international, as in the first revision shown in the screenshot.
I’ll have to check with United – thanks for flagging that.
UA before Kirby wax trying to have a better product, Munoz was taking the airline to the next level. This is not just about a wider seat. It’s about presentation, service and better perks than Economy. Many airlines in the Star Alliance such UA, LH, AC think that PE is Economy with wider seats…with just one meal similar to J class, but the same service as Economy…for while (still happening) Air Canada on flights to Asia, Europe and Pacific allowed passengers in Economy jump without paying to the empty seats in PE after the first meal, they left the curtains open and people move around and flight crew didn’t enforced at all. LH at least enforced the rights of the cabin but food and service is very similar to Y. UA started well but went downhill even before Pandemic. NZ AA, DL, QF, CX, JL, NH have the best Premium Economy product before the Pandemic… I’ll find how it changed in few months.
I was among those selected to sample POLARIS before it was launched. Vast difference between that and now. Kirby is a one-trick pony. No one likes him,,,not quite Smisek but close. We have a long way to go before we hit his bottom
I just did a trans-Atlantic flight in economy plus going over and was super-sad and really surprised that only beer and wine were on offer. Ive flown United almost exclusively for 20 years. Im also mad that since my work travel disappeared during the pandemic they took away my Premier status. I’ve got 500,000 miles in all with them and that felt like a pretty crappy thing to do. I can’t even get an economy plus upgrade now. I complained via email and was told yeah sorry. Lots of people lost their Premier status. Check the website for ways to accelerate your status achievement!
I have been loyal to United. I purchased Premium Plus for an upcoming intercontinental flight months ago. I was willing to pay the premium price for the extra perks. Now, I’m aggravated that these perks are being removed. It almost feels like false advertising to now change this and we are locked into using them for this trip. I will be rethinking booking with United for these long haul flights. My loyalty to United is fading quite fast now.
These Kirby cutbacks preceded COVID by a long shot. In flight service in 1st has been all but eradicated, especially on domestic flights. It started in about 2017 and has just got worse. That’s what happens when you let a bean counter run an airline, and I am a bean counter. Just so long as they dont start catering to the Spirit airlines market…
As Senator Sanders has appropriately summarized this ….. pure corporate greed fueled by money-hungry leadership. So sad to see plastic bagged “sandwiches” in Premium cabins!
As a sequent flyer – 1K: United should be ashamed about what they are offering. Just came back from CDG (via Sfo): seat is nice in Polaris. The food / service is a Desaster. If I hear one more time that the service has been adjusted to keep everyone safe. Yes – definitely: it keeps your passenger safe to not to provide menus (no – no one has allergies on this plane), to serve no starter and To provide food that would be even unappealing for my dog (and she is a retriever)….
And to tell me, I have to request a pre departure flight? And I have to ask for a drink if I would like a refill after the first round is served?
Mid flight snack -chips or pretzels?!
Congratulations that they are finally serving real glasses again – I definitely miss my weakly reminder to arrange a dentist appointment when I see this lovely blue plastic cups.
I’m not comparing with Asian / Arabian airlines. …. But United positions them selves in my eyes on the bottom.
Thanks for the report, I am not a big fan of alcohol on the board, but at the same time I will not shell out of my pocket 1200 euro (just booking the return flight to ORD) for a return ticket with one free beer – I don’t need to drink more, but at the same time this feel like a rip off to me.