Introduction

Remember when United Airlines announced their "new" Polaris business class back in 2016? It felt like ages ago, doesn't it? While the hard product has been amazing, the soft product may be a bit or miss. However, this flight from SFO to LHR was one of the best culmination of both hard and soft product. Congrats to United for making this one of the best flights I’ve had on a US based airline. As someone who recently had the chance to experience this long-awaited product once more, I'm excited to share my thoughts with you on this trip to London.

Boarding and Seating

The trip didn’t begin as planned. Due to a flight delay that saw my connecting flight go from 30 minutes to a 2 hour delay, I had to check at the front desk at SEA to see if it was possible to book another alternative. In addition, there were no first class seats left and thus I was fine with whatever was available. Nevertheless, the staff was friendly and assured my luggage would make it as well.

A quick flight down from SEA to SFO, and I was ready to run for the international terminal…until I saw my name at the jetway. A bit confused at first, I sheepishly walked up from there on, it was such a treat. I was escorted to a private car that took me from Terminal 3 to the Polaris lounge at the International Terminal. It was such a nice surprise, and one I am sure to remember forever. At the lounge, I was warmly greeted and even though my time was a bit limited, I was able to secure a quick drink and rest before moving to the gate.

A quick boarding process ensued and I was on my way back to trying out United Polaris business class once more! Similar to my previous flight, the first section, spanning rows one to eight, housed 32 Polaris seats in a 1-2-1 layout. After passing through the second doors and galley, I entered a more intimate cabin of just five rows. It's a smart design that offers a bit of variety in atmosphere, depending on your seating preference. However, I chose 1D as I wanted closer access to the front.

United's Polaris features a semi-staggered design that's quite interesting. Odd-numbered rows face forward and even-numbered rows are slightly angled. This configuration means that if you're lucky enough to snag an odd-numbered seat, you'll enjoy a more private experience. Unfortunately, all those coveted spots were already taken when I booked, so I found myself in an even-numbered row, closer to the aisle and a bit more exposed to the hustle and bustle of the cabin.

Seating Ergonomics

To my left was a large console table, which cleverly doubles as the foot cubby for the passenger behind. It's a spacious area where United has thoughtfully placed the in-flight entertainment remote, USB socket, and headphone jack. There's also a roomy cupboard with a mirror on the inside of the door – perfect for a quick touch-up before landing. One feature I particularly appreciated was the small lamp opposite the console. These ambient lights can really elevate the in-flight experience, although I did find this one a tad dim. During daylight hours, I wasn't even sure if it was on! It wasn't until the sun set that I noticed its soft, subtle glow.

Storage space is always a hot commodity when flying, and Polaris doesn't disappoint in this department. There are little nooks under both armrests, ideal for stashing smaller items like your amenity kit. The designers also included a clever shelf under the in-flight entertainment screen – it's perfect for keeping your passport, iPad, or the Polaris menu within easy reach.

Amenities

Speaking of comfort, let's talk about bedding. United really goes all out here, providing a veritable mountain of pillows and blankets. You get a large white pillow, a small memory foam pillow, a casual herringbone blanket, and a Saks Fifth Avenue quilted duvet. It's like they're daring you not to have a good night's sleep! In fact, I think United has some of the best beddings out there.

Interestingly, on my flight, the entire cabin received the soft 'sports pouch' style premium economy amenity kit, rather than the hard-shell Polaris kit I was expecting. United rolled out out a new Therabody amenity kit, and despite feeling a bit cheap, it still contained all the right amenities and items for a business traveler.

Dining

United isn’t known for their catering, and it shows with the menu. Compared to its Asia peers, it almost suffers from a lack of preparation and thought, though the main entrees were great. However, the soft service I received during my flight was amazing. My flight attendant, Koby, was super attentive and was so friendly - a far cry from the domestic flight service I get from American carriers.

A VERY friendly “flight attendant” pour of a chardonnay was served with some warm nuts. Next came the appetizer, which was a disappointment. The Shrimp was almost inedible, and I had to down the salad as fastI could. However, the beef short rib was fantastic and was probably one of the better tasting beef dishes I’ve had on international flights. In addition, my friendly flight attendant came prepared with another entree for me, this time in the form of lemongrass chicken. This may be the first time where I was able to have multiple dinner entrees at once, which was awesome! Dessert came afterwards in the form of ice cream, which was a great way to cap the meal.

United's in-flight entertainment (IFE) system is a highlight of the Polaris experience. When flying United Polaris, passengers are greeted by a 16-inch screen at their seat. While not the largest in the industry, the screen size proves adequate given the viewing distance in the Polaris configuration. What stands out is not its size, but rather the quality of the display and the responsiveness of the interface.

The software is intuitive and packed with features, but one particular function sets it apart: as the flight progresses, the system begins to recommend content based on the remaining journey time. This thoughtful feature ensures passengers can make the most of their entertainment time without starting a show or movie they won't be able to finish. It's an innovative touch that enhances the overall flying experience.

Internet

For those needing more comprehensive internet access, United provides a full-flight 'surf' package. However, it's worth noting that pricing can vary between flights. In this instance, the package was priced at $16.99, which was double the cost of the same service on the outbound journey. T-Mobile customers, however, can enjoy this service at no additional cost, adding value to their travel experience. Despite the price increase, there was a noticeable improvement in the Wi-Fi performance. The connection appeared more stable and responsive compared to previous experiences, suggesting less network congestion. This enhanced performance could make the higher price point more palatable for those who prioritize reliable connectivity during their flight.

While there's always room for improvement - perhaps in screen size or Wi-Fi pricing consistency - the overall package delivers a solid in-flight experience. The thoughtful features of the IFE system and the improved Wi-Fi performance demonstrate United's commitment to enhancing the journey for their Polaris passengers. For travelers who value entertainment and connectivity in the air, United's Polaris offering presents a compelling option that can transform a long-haul flight from a tedious necessity into a more enjoyable and productive part of the journey.

Summary

All in all, United's Polaris business class offers a solid premium experience. While there's always room for improvement (please change the appetizer United, it’s not worth it), it's clear that a lot of thought has gone into creating a competitive product for long-haul travelers looking to rest up and prepare for the next day. The flight crew was amazing (Thank you Koby!) and was one of the very best I ever had.