Previously underwhelming, airline’s long-haul economy now a winner

The airline: United Airlines

• Route Sydney to San Francisco, flight UA870
• Frequency Daily
• Aircraft Boeing 777-300ER
• Class Economy; seat 52G
• Flight time 13 hours, 30 minutes

United Airlines flies from Sydney to San Francisco daily.Credit: iStock

Checking in

My travel documents are inspected by a cheery airline representative before I’m admitted to the self-check-in kiosks via a stanchion – a flourish that lends my cattle-class entrance some business-class flair. (I have a journalist visa for the United States, but most Australian travellers require an ESTA to enter the country, which you should apply for online well before departure.)

Baggage

One bag weighing up to 23kg and measuring no more than 76cm x 52cm x 30cm, including handles and wheels. Carry-on bags shouldn’t exceed 55.88cm x 35.5cm x 22.86cm. One personal item is also allowed.

Loyalty scheme

MileagePlus, part of Star Alliance. Members can earn award miles on eligible Virgin Australia flights and pool points with up to three other people. Membership is free – and tempting. It’s a rather sneaky requirement that all passengers who want to make in-flight purchases register for contactless payment via the United app. Once downloaded, there’s little effort in joining the loyalty program.

The seat

Choosing a spot at the back of the plane resulted in empty seats beside our reviewer’s.

I’ve chosen a seat towards the back of the plane in the hope it’ll be less crowded and am duly rewarded with two empty seats between me and the passenger flanking the opposite aisle in the 3-4-3 configured cabin. The seat pitch is tighter than some carriers at just 31 inches (79 centimetres); the width is 17 inches (43 centimetres), though it comfortably accommodates my medium-build, 166-centimetre frame.

Entertainment + tech

United’s app is a game-changer for passengers.Credit:

Before boarding, passengers are reminded to download the app in order to stream entertainment to their devices. There are seatback monitors for those who prefer to watch the numerous blockbusters, box sets and documentaries on the “big screen” (passengers can browse the library pre-departure at unitedprivatescreening.com). One power outlet is shared between three seats, and there’s a USB point beneath each screen. Wi-Fi is available for purchase but will eventually be free thanks to a recent Starlink deal; the service is currently being tested and will be rolled out across the United fleet over several years. Hemispheres inflight magazine makes for pleasant reading, but the 32-year print run has since ended – it’s now only available on the inflight entertainment screen and online.

Service

It’s a fearfully turbulent flight; the attendants are understandably distracted – and in some cases confined to their jump seats. Once unstrapped, their tasks are completed with a necessary perfunctoriness. As we near our destination, the turbulence subsides; the attendants dish out Tim Tams and other soothing snacks.

Food

In-flight bread rolls are a hit-and-miss affair; some airlines serve them soft and warm and oozing garlic butter. But today’s offering – which accompanies my chicken and rice lunch (an alternative to pasta with red sauce) – is rigid as a rock bun. All is forgiven by the mid-flight snack: an oven-fresh roll filled with chicken and salad.

Sustainability

United has committed to achieving net zero carbon emissions by 2050 without the use of carbon offsets. It aims to halve emissions by 2035 through replacing older aircraft and developing sustainable aviation fuel. Read more here.

One more thing

United’s bag tracker is a game-changer. Though I’ve never lost luggage (fate, don’t be tempted), I’m reassured by the United app. It tracks my precious cargo from bag-drop to carousel and pings me with progress notifications. More recently, Apple’s Share Item Location feature has been integrated into the app for those with AirTags or Find My network accessories. But chances are you won’t need it. Last year, more than 99 per cent of bags handled by United reached their destination on time – or earlier than expected.

The price

From $1880 return in basic economy (“basic” includes checked luggage, but not seat selection).*

The verdict

Sporadic flights with United over the years left me underwhelmed, but a flurry of recent economy-class trips has converted me. The award-winning app is largely responsible: it gives passengers a greater sense of control while keeping the airline accountable.

Our rating out of five

★★★★

The writer flew as a guest of Silversea.

*Fares are based on those available for travel three months from the time of publication and subject to change.

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