Premium Economy is a diverse product with varied levels of service and amenities, whether offered on aircraft flying internationally or indeed on premium U.S. transcontinental routes.
At its core, a wider seat that offers more legroom and deeper recline — or a seat that reclines by sliding forward whilst retaining a fixed back — plus an elevated service are largely considered baseline for this cabin class.
Slated to fly United Airlines’ version of premium economy, United Premium Plus, aboard a Boeing 787-10 night flight from Newark to Brussels, I was keen to see if the U.S. major has got the formula right.
My arrival at Newark Liberty International Airport was marred from the outset by ongoing construction work on the AirTrain, which required a 40-minute wait to board. But once I made it into Terminal C, the experience became less fraught.
I used United’s speedy self-serve bag drop system and received priority tags which sped up my luggage collection at the other end.
The TSA security checkpoint was rather stressful, but the process was relatively quick. So, I headed to the United Club lounge, for which I had purchased a single-use day pass. I freshened up, and then made my way to the gate just as pre-boarding began.
There were only six people ahead of me in the Group 2 line, but a lot of queuing in the jet bridge.
As I boarded the 787, I was greeted with a clean and well-appointed interior. Arriving at my aisle seat in the 2-3-2-configured Premium Plus cabin, I inspected the seat.
United Premium Plus’ hard product is based on Collins Aerospace’s popular and enduring MiQ platform. MiQ burst onto the wider aviation scene roughly a decade ago but remains modern looking and is still winning new airline customers.
United’s choice of purple leather for its premium economy seats lends a welcome pop of color and style to the cabin. With an adjustable armrest, and a bright Panasonic Avionics IFE screen, I was satisfied.
A pillow, blanket and amenity kit awaited me atop the seat. The bedding is from Saks Fifth Avenue, while the amenity kit contained skincare products from United’s partner, Perricone MD.
The bag itself was of high quality and included socks and an eye mask. Headsets were also provided.
Though they felt comfortable and offered high-quality sound, the cans were not noise-cancelling. No pre-departure drink was offered to premium economy passengers.
As we began our taxi towards the runway, the safety video played. It was quite generic but explained the safety information very clearly, which, after all, is the most important thing. The sound would not play through my headphones, however, which was rather unusual.
Nearly an hour after takeoff, the meal service began, which is certainly not ideal on an overnight transatlantic flight.
A menu card was not provided, which felt like a missed opportunity given that top international carriers distribute them.
I had selected the Asian vegetarian meal, which took the form of a paneer curry. The curry itself was fine and pleasantly spicy, and I appreciated that the sauce was served separately from the paneer so that the food did not get soggy. The side salad of cucumbers and onions did not hold up quite so well, however.
Although my meal was served on crockery, I did not receive a glass for my beverage — unlike passengers who had ordered the standard meal. No sparkling wine was offered, only a fairly forgettable Chardonnay.
One of the passengers next to me enquired about the wines available to pair with his meal and was met with shrugs from a cabin crew member, who replied, “I really have no idea.”
The alcoholic beverages are complimentary in Premium Plus. After the meal, however, passengers had to flag down passing attendants to get any beverage refills.
I turned my attention to the inflight entertainment and connectivity. The IFE system was brimming with content, and I decided on Deadpool & Wolverine.
Complimentary inflight messaging was on offer, but I couldn’t get it to work on my phone. United is in the process of rolling out Starlink-powered Wi-Fi but the 787 has not yet been equipped.
Thereafter, I tried to sleep, managing three fitful hours in premium economy.
Shortly before our descent into Brussels, breakfast was served. I enjoyed the fresh fruit plate, but little else. No formal beverage service was offered because of turbulence.
Despite the turbulence, I made my way to the bathroom to freshen up, and it was absolutely filthy.
Upon arriving in the Belgian capital, I reflected on my experience with United and found it to be quite mixed.
The seat was very comfortable, and I appreciated the quality of its design. The IFE screen was bright and sharp, and the content library was well stocked. The amenity kit and bedding were of a high standard, though not the best I have encountered in premium economy.
However, the food and drinks served on board were mediocre-to-poor and would have been unimpressive even in an economy cabin. Moreover, the crew seemed disengaged, and I sympathised with the other passengers who, quite fairly, had to hustle for drinks and snacks.
The United Premium Plus cabin on the 787 does not have a dedicated lavatory, so passengers have to use the lavatories down back. Though the lavs on most transatlantic flights are often unpleasant, especially towards the end of a journey, United’s were particularly poor.
In short, the United Premium Plus experience had pluses and minuses.
A comfortable and stylish cabin was let down by mediocre service and a few missteps.
More attention to detail and an elevated menu would not go astray. Serving meals more quickly on a night flight, and offering a drinks service when clearing, would maximise time for sleep and ensure passengers felt catered to.
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- Inside American Airlines’ new 777-300ER Flagship widebody: Review
- Blue Sky partnership benefits from uniform PaxEx at JetBlue, United
All images credited to the author, Fintan Horan-Stear
