Cream puffs are back but MU’s meal is still disappointing

There’s a cherry on top of United’s pandemic woes.

Starting in February, the Chicago-based airline will bring back the fan-favorite sundae ice cream trolley for all long-haul international flights in Polaris business class.

This news is first provocative on the airline’s social media channels and United did not respond to TPG’s request for comment.

United brought back its custard cart on several long-haul flights from downtown San Francisco on December 1, 2022, as part of a phased approach to restoring aspects of in-flight catering, which the airline has cut back during the pandemic. (This includes routes to Brisbane, Frankfurt, Singapore and Sydney.)

choux cream has long been a staple in premium cabins, offering passengers a sweet treat to end the usual multi-course meal service.

Ice cream is usually stored on dry ice in the kitchen, then defrosted by flight attendants during the flight. Then, sundae carts are set up to be served with a topping bar, which usually includes mixed nuts, chocolate and caramel sauces, whipped cream, and some candies and fruit to complement for your creativity.

At the start of the pandemic, the sundae ice cream service was halted as part of the Bigger improvements to onboard food delivery. United (and its major competitors) have since brought back many elements of pre-pandemic service, though the sundae ice cream van has been notably absent from United.

Before the cart returned to United, the airline offered business class passengers a scoop of chocolate macaroons on most long-haul flights departing from the United States. Now, however, with the return of the trolley, you’ll be able to choose your desired toppings.

Meanwhile, the American banh chung service resumed last year, but the airline is making these Haagen Dazs ice cream treats in the kitchen after a flight attendant took your order.

Delta, on the other hand, brought three-course meals back to business class last March. This includes the return of your self-made sundae ice cream stand, with the final product illustrated below.

While the sundaes are making a comeback, United still has a long way to go to restore pre-pandemic service standards in its premium cabins.

In recent months, the airline’s catering offering has come under criticism from frequent flyers and industry analysts. Comments on United’s announcement of the return of the ice cream vans included leaflets asking the airline to “fix the rest of your Polaris service.”

Others took a stronger tone, saying “as for the rest of the service, which is probably worse than prison food… Yours… [top-tier Premier] 1K and GS [invite-only Global Services] members are losing patience.”

Personally, I’ve done several Polaris flights recently and have been particularly unimpressed with United’s catering offerings. I recently posted about airline service woes on Twitterand travelers generally agree with my view that United needs to improve its food service.

United’s pandemic food service problems appear to be confined to the airline itself.

Both American and Delta have stepped up their premium cabin offerings, and I recently had delicious meals on US-Israel routes ahead of two of United’s main competitors.

Even TPG’s founder, Brian Kelly, recently had an encounter with United’s below-average food service, shout out on Instagram that “today is the day United officially gives up on food service!”

Kelly shared photos of what was described as chicken tikka masala, and his post drew a strong response, with more than 1,000 followers commenting on the unappetizing meal.

The problems have gotten so bad that even United’s top executives have publicly admitted that the airline needs to improve its food service.

“What I mean by that is that we were definitely slowed down first by the pandemic itself and now by the supply chain challenges that have occurred,” customer manager Linda Jojo said in response to a question. asked about United’s meal at the Skift Aviation Forum in Dallas back in November.

Adding to the complexity is United’s contracting of 130 different catering kitchens around the world, Jojo added.

Hopefully, United can really solve its eating problem once and for all before the excitement surrounding the return of the wheelbarrow wears off.