United Airlines Will Trial New Polaris Service On Select Flights

Robert Roffulo

Table of Contents United Airlines Plans New Polaris Service Trial In FebruaryCONCLUSION As travelers return to the skies and competitors like American Airlines and Delta Air Lines restore pre-pandemic service elements to their longhaul premium products, United Airlines will trial a new Polaris service flow on select flights next month. United […]

As travelers return to the skies and competitors like American Airlines and Delta Air Lines restore pre-pandemic service elements to their longhaul premium products, United Airlines will trial a new Polaris service flow on select flights next month.

United Airlines Plans New Polaris Service Trial In February

Starting on February 1, 2022, United Airlines will test out a number of small changes to its longhaul Polaris business class product. Those include:

  • A new three-step main meal service in Polaris:
    • Step 1 – Pre-meal beverage/cocktail snack/lay table linen
    • Step 2 – Main meal tray with plated entrée
    • Step 3 – Dessert
  • Digital menu cards available on the United app

The trial will run from February 1-28, 2022 on the following routes:

  • Frankfurt (FRA) ⇄
    • Chicago (ORD)
    • Houston (IAH)
    • Newark (EWR)
    • Washington (IAD)
  • London (LHR) ⇄

A memo reviewed by Live and Let’s Fly notes that the new service will strike a “balance” between efficiency and a “personal customer experience” onboard:

As more customers return to the skies, we know service onboard our aircraft will become busier, especially in our Polaris cabin. To strike the perfect balance between efficiency and providing a personal customer experience on board, we’ll be testing a re-engineered three-step main meal service flow on select markets in our Polaris cabin.

This new three-step service elevates the onboard dining experience for our customers, while maintaining an efficient service by reducing the number of carts and service steps when compared to pre-pandemic levels.

Wider rollout or additional changes will be based upon flight attendant feedback during the February trial.

Furthermore, multiple desert options will be available, including ice cream and cheese. A United spokesperson told me:

“As part of the new service flow test, customers will receive multiple dessert options, including a cheese platter. Bread baskets and appetizers are still on hold for the moment, but we do hope to eventually reintroduce them to our service.”

Ice cream will be served in bowls and pre-dressed, similar to what we (briefly) saw on premium transcontinental flights:

The spokesperson added:

“We are continuing to monitor and evaluate our service and making gradual adjustments to ensure we are providing the highest quality products in a way that puts the health and safety of our customers and employees at the forefront of our service.”

CONCLUSION

This is certainly a step in the right direction, though it is also time to bring back the bread basket, appetizers, and multiple dessert options, such as the ice cream sundae, crackers/cheese, and petit fours. But we’ll take what we can get and restoring the linen along with digital menus and a three-course service is certainly a step in the right direction.

United Airlines Will Trial New Polaris Service On Select Flights

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