Kudos on Polaris
 

Just did two long haul Asia flights in business class, one on a UA -400 and one on a Cathay 777. I must say, I was blown away by the new Polaris service on UA...it was vastly better than the Cathay product. In a former life I used to travel extensively across both ponds in business or first, and I have to say the new UA Polaris product (business class) outdid most First Class experiences. Never thought I'd see the day that an American carrier delivered a hands-down better experience than an Asian flag carrier!

Pax sitting next to me while commuting said the new United Club was awesome, too. (Specifically, LAX).

Damn! :)

Yes, my RZR 900 Fox edition is great!

bedding is better quality, food is better quality, service is still sub par. Here is a quote I've heard on multiple flights to Asia and Europe from our F/C cabin crew; "I don't care if the company wants me to provide a wine tasting... they will get one choice"... with attitudes like that your not going to improve the customer experience with Polaris. I still think company needs to have Quality Assurance reps fly and gauge the service first hand and start giving "additional training" to those not willing to perform the job correctly.

I've had several DH's on Polaris service. It greatly depends on the FA crew. Most of the FA's do not like it. It's a lot more work for them. If the A is ok with it and puts in some effort, it's a pretty good experience.

However, if it's one of these crews that hide after the 1st service and don't do much anyway, it's no better. We have a lot of very senior FA's that are very set in their ways (unlike me) and do not like change. Change that requires more work is even worse.

And they need to go if they can't do their job, as instructed. The universal number 1 complaint of US airlines vs foreign is the service.

Exactly, my gf who works for LUS biggest grumble is all the 70s/80s/90s hires that stick around year after year and only complain about everything and make life difficult for the passengers. It's no wonder it's been such a uphill battle to defeat foreign carriers because we have old, fat woman slinging peanuts audibly griping while a younger generation who still has enthusiasm, hasn't been furloughed sits in reserve wanting to make a difference. For those who fly international, pay attention to the small things like, how is the flight attendant closing the bins? One hand slam or walking up to each and every bin with two hands gently closing them? It's stuff like that makes a difference in passengers eyes.

Time for some ghost riders, or the belief of?

I've seen some passengers that deserve a one hand slam. :p

Of course those exist, but there are many more who pay premium prices and simply expect to receive the experience they've paid for. No doubt that the cabin crew is the tip of the spear and can make or break UAs reputation.