Last Saturday I flew from Zurich to San Francisco on United Airlines in business class with my family. While there were many positive aspects of the flight, the service was so excellent that it overshadowed everything else.
I offered a very critical review of United recently from Los Angeles to London. That centered around poor service. Here, the service could not have been better – it was exceptional. It was the United I am used too…the sort of service I rave about and then am accused of being a United cheerleader. But seriously, the service on this flight was so, so good.
Let’s start with Jon, who worked the business class cabin. He’s worked with United for 41 years and even after four decades still over his job. He was so friendly with each passenger and made it a point to introduce himself and address each passenger by name, even though he wasn’t the purser. He smiled. Oh, how far a smile goes and he sang to my son Augustine.
The purser was Nicholas and while not quite as outgoing as Jon, he was also professional and friendly. And it wasn’t just in interactions, but it was in the little things like roaming the cabin during the flight and proactively offering mid-flight snacks to those who were awake.
Finally, Augustine was up and about for much of the flight and we made many laps around the plane. Thus, we interacted with the crew members working in the back and one named Mitch took a liking to August and made a “ballon” for him out of a rubber glove. Augustine loved it! And it truly was a kind gesture.
As for the other elements of the flight, the 787-8 seat was the same as usual. Comfortable seat. Great bedding. Cool cabins (temperature wise).
The food was fine. My main course of Moroccan chicken was quite nice, the pâté appetizer…not so much. My wife enjoyed her fish.
Augustine tried a bit of everything, though he liked the bread most of all.
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Halfway through the flight I had a grilled cheese sandwich and tomato soup.
This month the pre-arrival meal choices are a cheeseburger Wellington or macaroni and cheese pie. I tried both and found them tasty, though I doubt they provided much nutritional value.
CONCLUSION
As I did a couple year’s ago, my son Augustine will be “writing” the trip report for this flight. Stay tuned for that. It’s so sad that United is not more consistent, because the service on this flight was simply spectacular.
Jon is truly awesome to fly with!
@ Matthew — I swear you must be drinking the United kool-aid too much… 🙂
Cute kid!!!!! Hope he enjoys flying as much as you do!!!!
Matthew, I appreciate the balance you have between positive stories about your experience on United as well as negative ones. You might be a United fanboy (and that’s OK) but you also don’t hesitate to call them out when they screw up. Thanks!
I’ve often wondered about blogger trip reports and the comments about food and beverage offerings.
I know you can’t speak for others, but how do you decide about f&b comments? How would one know if it’s a taste issue (there are plenty of things I hate) or a comment about the actual product being reviewed.
I think about it because I don’t know how I would decide to present the info.
thanks
Hi Colleen, I don’t quite understand your point. Can you rephrase? Do you mean how do I objectively represent food and drink?
Yes, I think that’s it’s it. I don’t like caviar. How would I mention caviar (other than “professionally presented”) in my review when I can’t objectively judge it. You mentioned patè. Are you normally a fan, but just didn’t like this one? The wines I don’t see at issue, because the description is usually pretty generic and not judging each wine. (although sometimes wine is judged in blogs on $.)
Not at all a criticism, but just wondering about thought process. thanks
I guess I just figure that hopefully I review every airline consistently and over the years have developed the ability to judge quality. But you’re right that my tastes are highly subjective.
I had a rare amazing service experience in coach from BOM-EWR last weekend. The senior FA had 40 years with UA. Although she was in the business class cabin, she kept coming to our area (exit row) and giving us dessert, cookies, drinks, hot towels etc. from business class. We talked at length about her experience, the merger etc. She was the kindest FA I’ve ever met. She said that she appreciated customers as they paid her salary. I’ve never heard that before. 🙂
That is wonderful. Thanks for sharing.
Your stories of wonderful United service makes me happy. Reminds me of the good ‘ol days. I keep a running list on my phone of “United Smiles” and always write to United to give the employees kudos for great service. Wonderful service from personable flight attendants makes a huge difference.
I want that burger.
If there was one change I could make to the catering, it would be to have them offer a choice of 2 appetizers. Seriously, what is it with U.S airlines and no choice of appetizers?
Does United publish it’s menus online the way Lufthansa, Emirates, and ANA do?
Continental used to publish its menu, but United no longer does.
It is very evident that your wife makes better choices in food than you do, and also that she may influence your choices for the better. Good.
I’ve had good service on UA, but probably more often had inattentive service. Never really had any experience I would complain about. Had plenty of poor food and wine, though, which is my current complaint. That and the poor UA lounges other than Polaris, which IAD badly needs. Not enough to make me not take them if they are the cheapest long-haul business class, though.
I’ve been on the 787 a small handful of times but never got the window. I’m booked in J on the 787-9 LHR-LAX next month, but I feel like I should switch to an isle seat cuz I’m flying solo.
I like windows but it means you’ll have to climb over your neighbor.