Introduction

United Polaris business class has often been a bit of a mixed bag, known for its excellent seats and amenities but sometimes falling short on food and service consistency. However, my recent transatlantic flight from San Francisco to London proved to be a delightful exception. From a surprising start with a personalized car transfer to the Polaris lounge to a comfortable and well-appointed seat, the hard product exceeded expectations. While the appetizer was a slight miss, the main courses were delicious, and the attentive service provided by the cabin crew, particularly flight attendant Koby, elevated the overall experience. Though there's always room for improvement, this flight showcased the best of what United Polaris can offer, making it a compelling option for discerning travelers seeking a premium long-haul experience.

A HEadache, and then a Surprise

My trip didn't exactly begin as planned. A two-hour delay on my connecting flight from Seattle-Tacoma International Airport (SEA) had me scrambling. With visions of missed connections and lost luggage dancing in my head, I rushed to the customer service desk, hoping to find an alternative. The United staff were incredibly helpful and reassuring, promising to do their best to get me to SFO on time and ensure my luggage made the connection.

After a quick flight down the coast, I braced myself for a frantic dash through the crowded terminals of SFO to reach my international gate. But then, a touch of unexpected luxury: I spotted my name on a sign held by a friendly agent at the jetway. A private car was waiting to whisk me directly to the Polaris lounge! This personalized service was a fantastic start to my journey and a detail I won't soon forget. Though my time in the lounge was limited, I managed to grab a refreshing pre-flight cocktail and unwind in the comfortable surroundings before heading to the gate.

Boarding

The boarding process was smooth and efficient, a welcome contrast to the earlier chaos of the delayed flight. Soon, I was stepping back into the familiar comforts of United Polaris business class. The cabin is thoughtfully divided into two sections. The first, spanning rows one to eight, houses 32 Polaris seats in a spacious 1-2-1 layout. Beyond a second set of doors and a galley lies a smaller, more intimate cabin with just five rows. It's a clever design that caters to different preferences, whether you prefer the buzz of a larger cabin or the seclusion of a smaller space. I opted for seat 1D to be closer to the front galley and lavatories.

United's Polaris features an interesting semi-staggered design. Odd-numbered rows face forward, providing a direct view out the window, while even-numbered rows are slightly angled, offering a bit more privacy from the aisle. This means odd-numbered seats offer a more secluded and private experience. Sadly, those were all taken when I booked, so I found myself in an even-numbered row, a bit closer to the aisle and the activity of the cabin. While not ideal, the seat still offered ample privacy and comfort.

A Haven of Comfort: Seat Ergonomics

To my left was a spacious console table, which cleverly doubles as the foot cubby for the passenger behind. It's not just a footrest, though; this console is a marvel of functionality. It houses the in-flight entertainment remote, a USB socket for charging devices, a headphone jack, and even a roomy cupboard with a mirror – perfect for a quick pre-landing refresh. I also appreciated the small lamp opposite the console, which added a touch of ambiance, though I found it a bit dim during daylight hours.

Storage space is something I always appreciate on a long flight, and Polaris doesn't disappoint. Little nooks under both armrests are ideal for stashing smaller items like phones, glasses, or wallets. And a particularly clever touch is the shelf under the in-flight entertainment screen, perfect for keeping essentials like your passport, iPad, or the menu within easy reach.

Amenities

United truly excels when it comes to providing a comfortable sleep experience in the air. They provide a veritable mountain of comfort: a large, fluffy white pillow, a smaller memory foam pillow for personalized support, a casual herringbone throw blanket for a touch of warmth, and a truly luxurious Saks Fifth Avenue quilted duvet. With this level of bedding, it's hard to imagine not sleeping soundly, even on a long transatlantic flight!

While I was expecting the usual hard-shell Polaris amenity kit, I received the soft 'sports pouch' style usually offered in premium economy. This new Therabody kit, while feeling a bit more basic than the hard-shell case, still contained all the necessary toiletries and essentials for a comfortable journey, including a sleep mask, earplugs, lotion, and lip balm.

Dining

After takeoff, a friendly flight attendant promptly appeared with a generous pour of chilled Chardonnay and a small bowl of warm nuts, a classic start to any premium cabin experience. The appetizer, unfortunately, was a bit of a letdown. The shrimp were overcooked and rubbery, and the salad was uninspired. However, the main course more than made up for the disappointing start. The braised beef short rib was truly exceptional—tender, flavorful, and cooked to perfection. It was served with creamy mashed potatoes and perfectly roasted vegetables, a truly satisfying meal.

To my surprise, my attentive flight attendant, Koby (whose service throughout the flight was impeccable), then offered me a second entree: lemongrass chicken. It was a fragrant and flavorful dish, a perfect complement to the rich beef short rib. This was the first time I've ever been offered two dinner entrees on a flight, and it was a delightful surprise that speaks volumes about United's commitment to customer satisfaction. Dessert was a simple but satisfying ice cream sundae, a perfect end to the meal.

In-Flight Entertainment and Wifi

United's in-flight entertainment (IFE) system is a real highlight of the Polaris experience. The 16-inch screen, while not the largest in the industry, provides a crisp, clear picture with vibrant colors and excellent viewing angles. But the screen size is almost secondary to the quality of the software. It's intuitive, responsive, and packed with a wide variety of movies, TV shows, music, and games. One standout feature is its ability to recommend content based on your remaining flight time, ensuring you can enjoy a complete movie or show without the frustration of not finishing it before landing.

For those who need to stay connected in the air, United offers a full-flight 'surf' package. However, the price can be a bit unpredictable. On this flight, it was $16.99, double the cost of my outbound flight. This inconsistency in pricing can be frustrating. T-Mobile customers, though, enjoy complimentary Wi-Fi, a nice perk for those who use that carrier. Despite the price fluctuation, the Wi-Fi performance itself was excellent—stable and responsive throughout the flight, allowing me to easily catch up on emails and browse the web.

Final Thoughts

Overall, United's Polaris business class provides a solid premium experience that truly elevates long-haul travel. While there's room for improvement in the appetizer department (perhaps a bit more attention to detail and freshness would go a long way), the strengths of this product far outweigh the minor weaknesses. The comfortable and functional hard product, the luxurious bedding, the thoughtful amenities, and the attentive service (a special thanks to Koby!) make it an excellent choice for discerning travelers. United has clearly put a lot of thought into creating a competitive product that allows passengers to arrive refreshed and ready for whatever awaits them at their destination.