United Airlines is facing mounting challenges in delivering its promised premium service on long-haul flights departing from San Francisco International Airport, following a recent switch to a new third-party catering vendor. The transition, part of the airline’s broader $150 million investment to elevate inflight dining and customer experience, has fallen short of expectations as the new provider struggles to meet operational demands. As a result, passengers in Polaris and First Class cabins—who typically receive multi-course gourmet meals—have instead been served snack boxes and bottled water, even on international routes. This disruption has highlighted serious logistical failures and raised concerns about service consistency, particularly at a critical time when United is preparing to launch its new “Elevated” premium experience.

Downgraded Meal Experience for Premium Travelers
Instead of the usual hot, multi-course meals, travelers in premium cabins—including First Class and Polaris—have received only snack boxes and bottled water. These substitutions have become the norm on flights departing from San Francisco, even those exceeding five hours in duration.

Flights have departed without full catering supplies, and in some cases, outdated equipment from previous legs remained onboard due to failures in resupply. Emergency workarounds, such as packing snack items in makeshift containers, have underscored operational breakdowns following the vendor transition.

Setbacks Undermine United’s Service Goals
The disruptions follow United Airlines’ recent pledge to improve its onboard offerings through a $150 million investment in food and beverage upgrades. The airline had reported a noticeable uptick in customer satisfaction earlier this year as a result of service enhancements, especially in its premium products.

However, the sudden decline in catering quality out of San Francisco threatens to damage United’s reputation with high-value travelers. Passengers paying for premium service expect consistency, comfort, and curated meals—not scaled-back provisions. These recent developments risk eroding customer confidence at a critical moment in the airline’s global strategy.

Impact Extends to Global Routes
While domestic travelers have seen a considerable drop in inflight service standards, the effects are also being felt on international flights. Long-haul routes to destinations such as London and Singapore have launched without standard gourmet offerings, leading to an underwhelming experience for business and first-class passengers.

In response, United has provided $15 meal vouchers at the airport for affected passengers. While intended as a stopgap solution, the measure has done little to satisfy the expectations of travelers seeking luxury at cruising altitude.

Threat to Upcoming Premium Launch
These disruptions come ahead of the airline’s anticipated debut of its upgraded “Elevated” inflight experience, which promises redesigned Polaris suites and enhanced culinary services, including specialty appetizers and fine dining touches. The ongoing issues at San Francisco, a key hub for long-haul departures, cast a shadow over the airline’s forthcoming premium product launch.

San Francisco International Airport has previously faced issues with catering logistics. Challenges have included inconsistent delivery schedules, shortages, and lapses in service quality. The recent vendor change aimed to resolve these problems, but instead has exposed new vulnerabilities in execution.

Operational Focus Shifts to Recovery
While no public apology has been issued, United is closely monitoring the situation and working to return operations to normal. Internal teams are coordinating efforts to improve meal logistics, minimize flight impacts, and ensure aircraft are properly provisioned before departure.

The airline is expected to push for a full recovery in the coming weeks as it works to align daily operations with its long-term goal of delivering superior service. The success of United’s future premium offerings—especially its ambitious Polaris refresh—hinges on restoring reliability and passenger trust.

With global competition intensifying, United must quickly stabilize catering operations from San Francisco to protect its brand, meet customer expectations, and uphold its commitment to excellence across the network.

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