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.

Major 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 for whatever flights were available to LHR. 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 United Polaris lounge! They apologized regarding the changes and was able to bring me directly into the lounge like a VIP.

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.

Design & Seat

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. 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.

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 POLARIS Business Class

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. It was still useful during the flight and I had no problems applying all the amenities during the flight itself.

Dining | United POLARIS Business Class

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 shrimps 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 on any US-based flights that 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. (I’m sure they loaded my ice cream with twice as much drizzle, because I was on a sugar high for the next 3 hours…)

Breakfast is typically served as a pre-arrival second service approximately 90 minutes before landing. The menu generally offers a choice between a sweet and a savory option: common selections include lemon ricotta pancakes with berry compote or a savory egg dish (such as a frittata or omelet) accompanied by hash browns and sausage. I chose the latter.

The entrees are served on a single tray with a side of fresh fruit, yogurt, and a warm croissant or pastry. While the service is efficient to maximize rest on this overnight transatlantic hop, I had no problems enjoying a good meal before our arrival.

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.

Curated for Class?

Ultimately, United Polaris on the LHR to SFO route remains one of the most consistent ways to cross the Atlantic, anchored by a strong hard product that prioritizes sleep and privacy. The 1-2-1 configuration ensures direct aisle access for every passenger, and when paired with the industry-leading Saks Fifth Avenue bedding and gel-cooling pillows, it creates a "mile-high hotel" feel that is difficult to beat for pure rest.The cabin service on this flight was great - they were generous and warm and often delivered by seasoned crews who balance professional attentiveness with a friendly, personal touch.

The onboard meal service generally settles into the average category, often lacking the finesse and flavor profiles found in Asian or Middle Eastern business class flights. While the signature ice cream sundae cart remains a nostalgic high point, the main courses can sometimes feel uninspired or inconsistent in execution. However, the combination of a top-tier ground experience in London and a truly comfortable bed in the sky makes it a reliable choice for the long haul back to the West Coast.

Curated for Class Final Score | 31.5/40

United Polaris offers a premier travel experience defined by its excellent cabin crew and a top-tier seat that excels for sleep, despite a meal service that often feels uninspired. It remains a highly reliable choice for the long-haul journey to Europe, prioritizing comfort and service over gourmet dining.

Ambiance: 8/10

Seating: 8/10

Food & Beverage: 7/10

Cabin Service: 8.5/10

Flight Review: United Airlines 787-9 Business Class Review, SFO to LHR