U.S. Airline’s Polaris Business Class Cabin – Review
By Richard Jones
Flying long haul usually means you’re going somewhere exciting and exotic, perhaps to somewhere you’ve never been before.
But the elation of heading to the other side of the world can occasionally be tinged with a nagging sense of a dread, knowing you’re about to endure a long, sometimes uncomfortable flight in which time stands still.
Having been lucky enough to fly in a variety of premium economy, business and upper-class cabins before, I’ll be the first to admit that it makes a massive difference to one’s flight experience if you turn left when boarding.
So, when I recently flew to San Francisco for a press trip, I was ecstatic to learn I had a seat reserved in United Airline’s renowned Polaris Business Class cabin.
As this was my first time flying with the largest U.S. carrier, I was keen to see how their service, both in the air and on the ground, compared with other similar airlines.
Safe to say, I wasn’t disappointed.
Booking and the app
Once you have reserved your flight with United, I can’t recommend downloading their mobile app enough.
Up to three million people interact with this ‘traveller’s personal concierge’ daily, and it allows you to control everything from preferred seating and food and drink, to travel documentation and airport directions.
First of all, it makes it easier for travellers to sit in their favourite seat type and automatically get moved if another opens up.
United is also the first and only airline to offer a dynamic seat map that allows children under 12 to be seated next to an adult, while customers can also pre-order their meal and snacks up to 24 hours prior to departure.
Plus, live radar maps keep travellers informed of weather delays, and customers can also receive personalised instructions to help them navigate through certain airports.
United is also the first and only U.S. airline to give customers real-time access to their boarding pass, gate and seat number (extremely handy if you have a tight connection), plus a countdown clock to departure time.
Finally, the Agent on Demand feature allows customers to scan a QR code or use the United app to video chat, text or call a customer-service representative.
At the airport
I found checking in with United both at London Heathrow and San Francisco airports a breeze.
United’s bag drop shortcut allows customers who check in on the app to skip the check-in line and some airports have a facility for customers to drop off their bag curbside or at a separate dedicated location in the airport lobby.
Also, to help save customers more valuable time during their travels, United recently introduced a new ‘WILMA’ or window-middle-aisle system during the boarding process.
Lounge
After leaving the friendly faces at Heathrow’s dedicated check-in desk and whizzing through security (another bonus of having a business-class ticket), I made my way to the United Club Lounge.
I found a wide-ranging food and drink selection, including hot breakfast items, a selection of cereals, yoghurts and breads, as well as soft, hot and alcoholic drinks available from the bar.
Whether you’re lounging, dining or working, there was plenty of comfortable seating, and for those transiting through the airport, there are hot shower suites.
In anything, the United Polaris lounge in San Francisco is even more impressive.
There are luxury wellness Therabody Suites for customers to relax prior to their flight, as well as rows upon rows of comfortable seating on two levels, as well as an even bigger bar and a dining area.
Accessible Travel
United are clearly determined to ensure that the flying experience is more inclusive for all.
The mobile app was recently redesigned to make it easier to use for people with visual disabilities, while the airline also offers resources to help travellers who have cognitive or invisible disabilities.
On board, United’s latest seatback entertainment screens offer a wide range of accessible features, such as closed captioning, text-to-speech controls, magnification, explore-by-touch capabilities, audio-described movies, and adjustable and high-contrast text and colour correction.
United also recently became the first U.S. airline to add Braille to aircraft interiors, and they are also introducing new technologies to improve the experience for wheelchair-users.
Polaris Business Class
A large majority of international travellers say catching up on sleep is one of the most important aspects of a flight.
While I am one of those people who rarely nods off on a plane, I am happy to say that I managed to get in a fair bit of valuable shut-eye on both flights on board the United 777-200ER.
In October 2023, United announced a significant upgrade to its Polaris Business Class, debuting new onboard amenities from Therabody and Saks Fifth Avenue designed to give customers “the best sleep in the sky”.
All Polaris seats fully recline into two-metre-long lie-flat beds via a clever dial on the control panel, with the two pillows and three blankets in the sleep set providing extra comfort.
The amenity kits come in a snazzy leather bag, and contain items like eye serum, face spray, lip balm and toothpaste. Slippers were provided on the night flight back from San Francisco.
As you’d expect from this new-and-improved business-class cabin, it was spotless, and there was plenty of space to store my belongings in the clever compartments around my seat.
But above all, the service was top-notch, with the attentive staff greeting all the Polaris guests by name from the moment they presented us with a welcome glass of sparkling wine and water, to arriving with hot towels and warm nuts, serving meals, and saying thank-you and farewell when we landed in California and London.
Garry, Nancy and Kimberley regularly passed my seat throughout the outbound flight, offering me extra drinks and snacks, while Stephen and his team did the same after taking off from San Francisco.
Rich in United Airline’s Polaris Business Class
Food & Beverage
Speaking of food and drink, the airline added more than 20 new wine, beer and liquor brands to its Polaris menu in 2023, and customers can see and pre-order meals months before their flight via the United app.
United have also brought back customer favourites such as the ice cream sundae cart on some flights, added an appetiser service, and introduced nearly 100 new menu items across all routes.
On my flight out to San Francisco, I had a hot smoked lemon chilli pepper salmon appetiser with confit tiger prawns, as well as a mixed salad with mesclun, tomato, cucumber and spring onion.
My choice of entree was braised beef short rib, with BBQ bourbon sauce, creamed polenta, glazed carrots and wilted kale. Dessert was a delicious cheesecake.
On the flight back, it was shrimp salad with vinaigrette and garlic bread, followed by Thai green chicken curry with rice.
About halfway through the flight I helped myself to a few snacks and pieces of fruit, while the cabin crew brought over a grilled cheese sandwich with an English breakfast tea.
Then, before we landed, I was served a croquet monsieur on multi-grain bread, and a breakfast when we were an hour out from London. I didn’t leave the aircraft hungry, that’s for sure.
Passing the time
Switching on my 16-inch touchscreen and putting on my noise-reducing headphones gave me access to a wealth of in-flight entertainment.
I’d saved blockbuster movie Gladiator II to watch on board, as well as few TV shows, and also had access to Wi-Fi, which I’m told can work on some devices. Handy if you have some work to do during the flight.
Even though I had 10 hours or so to kill, it was hard fitting everything I wanted to do and watch.
And the Sleep Station on the screen soon helped me to nod off.
In a Nutshell
Flying in United’s Polaris Business Class from London Heathrow to San Francisco and vice versa was an absolute pleasure.
The 10 hours each way flew by (pun intended), and it felt like I was in a mile-high luxury hotel and eating at a top-class restaurant rather than on a plane.
Not only was I excited to board each of the flights, I was actually slightly reluctant to get off the plane and leave the comfort behind once we’d landed.
Flying in Polaris took the stress out of travelling and I felt refreshed after disembarking – raring to start my holiday in Northern California, or ready to tackle the M25 and M1 as I made my way home from Heathrow.
United Airlines is offering 20 flights per day from London Heathrow to the USA in summer 2025 (increasing from 17 flights per day in the winter 2024/25 season).
Destinations include Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington DC. For more information and to book, visit united.com
Imagery provided by United Airlines and the writer
While working as a TV, sport and news journalist, Rich first dipped his toe in the travel-writing pool in early 2008 when he accepted a learn-to-ski assignment in the Austrian Alps. Since then, he has travelled the globe, writing features on everywhere from Lake Garda to Las Vegas, Mexico to the Maldives and Barbados to Butlin’s. Rich’s passion is to inform and inspire readers and provide them with tips and advice on how they can make the most of their precious holidays. Over the years, he has been fortunate to stay in some of the world’s best hotels and dine in top restaurants, making him well-qualified to review food and drink, in addition to travel destinations, experiences and accessories.
