I flew United after flying on 2 of the world's best airlines earlier this year and it made me realize how mediocre US carriers are comparatively

Taylor RainsAug 27, 2023, 18:07 IST

I was disappointed in the customer service, food, and cleanliness on United after flying 5-star carriers Singapore and ANA earlier this year.Taylor Rains/Insider

I've flown in long-haul economy on Singapore Airlines, All Nippon Airways, and United Airlines this year.
My most recent trip was on United after flying on Singapore and ANA — both considered 5-star carriers.

For the first time ever, United Airlines disappointed me.

Last week, I set off on my annual trip to the Edinburgh Fringe Festival in Scotland — a month-long event in which the city is transformed into a theater paradise with shows covering everything from stand-up comedy to improv musicals.

I usually book United or Delta when I fly across the Atlantic, and the former was the cheaper option this year amidst spiking international airfare. In fact, I actually decided to fly via London and take a train to and from Edinburgh to save about $1,000.

Having flown United several times in the past two years — including both domestic and international — I know what to expect and have typically had a good experience.

However, this trip was different. It wasn't necessarily that the flight was bad, the economy cabin was just noticeably worse than other airlines I've flown on this year — specifically, Singapore Airlines and Japan's All Nippon Airways.

Here's what my recent experience flying on United in economy was like and why I'll have lower expectations next time.

My nonstop United flights started and ended in Newark Liberty International Airport in New Jersey, flying in and out of London Heathrow.

Taylor Rains/Insider

My $812 basic economy fare only included a personal item and a carry-on bag, so I was able to head straight to security for both flights thanks to United's mobile boarding pass option.

Taylor Rains/Insider

My $812 basic economy fare only included a personal item and a carry-on bag, so I was able to head straight to security for both flights thanks to United's mobile boarding pass option.

Both aircraft were a Boeing 767-300ER — a fleet that United has updated with a fresh look as a way to modernize the older planes. And, I'll admit, they didn't feel decades-old.

Taylor Rains/Insider

Both aircraft were a Boeing 767-300ER — a fleet that United has updated with a fresh look as a way to modernize the older planes. And, I'll admit, they didn't feel decades-old.

For both flights, I cozied up in seat 42L — a window seat on the right side of the aircraft that I paid in advance to reserve.

The seats were configured in a 2x3x2 layout, so I only had an aisle seat neighbor.Taylor Rains/Insider

The seat was as I remembered it with a seatback screen and power ports, as well as the ever-important headrest that I need for sleep.

Taylor Rains/Insider

Plus, the 2x3x2 configuration meant it was just me and my aisle-seat neighbor. I also had okay legroom, though I'm only 5'3" and on the smaller side and fit into most airline seats.

Taylor Rains/Insider

Plus, the 2x3x2 configuration meant it was just me and my aisle-seat neighbor. I also had okay legroom, though I'm only 5'3" and on the smaller side and fit into most airline seats.

However, that's pretty much where the perks stopped — and, for the first time, I was disappointed in United's product. But, I think I figured out why.

Taylor Rains/Insider

Up until this point, I had experienced a wide range of economy cabins this year, including Singapore Airlines and ANA, as well as low-cost carriers LEVEL and Norse Atlantic Airways.

Taylor Rains/Insider

Up until this point, I had experienced a wide range of economy cabins this year, including Singapore Airlines and ANA, as well as low-cost carriers LEVEL and Norse Atlantic Airways.

These two sets of carriers are on opposite sides of the spectrum — Singapore and ANA are considered 5-star carriers by Skytrax, while budget airlines LEVEL and Norse require the pesky add-on fees.

Taylor Rains/Insider

These two sets of carriers are on opposite sides of the spectrum — Singapore and ANA are considered 5-star carriers by Skytrax, while budget airlines LEVEL and Norse require the pesky add-on fees.

After experiencing the best of the best with Asian airlines, and then facing the challenges of low-cost airlines (albeit Norse was better than expected), I went into United with the wrong expectations.

United's seats are sleek, but slim.Taylor Rains/Insider

After experiencing the best of the best with Asian airlines, and then facing the challenges of low-cost airlines (albeit Norse was better than expected), I went into United with the wrong expectations.

Essentially, I've realized that United easily has the perks to outshine carriers like LEVEL and Norse, but it falls drastically short compared to Singapore and ANA.

I definitely felt more cramped on Norse (pictured) compared to United.Taylor Rains/Insider

Starting with the seat itself, Singapore and ANA's were both better padded, while ANA even offered a footrest — a perk that makes sleep that much easier.

The seat and footrest on ANA.Taylor Rains/Insider

The Asian carriers also offer more legroom with 32 inches on Singapore and a whopping 34 inches on ANA — the latter being just one inch less than United's Economy Plus section.

The legroom on Singapore felt much more spacious, though the extra storage probably helped as it kept the underseat area more clear.Taylor Rains/Insider

The Asian carriers also offer more legroom with 32 inches on Singapore and a whopping 34 inches on ANA — the latter being just one inch less than United's Economy Plus section.

As far as amenities, the plush linens on the Asian airlines made United's feel cheap.

Top left is Singapore, top right is ANA, and the bottom is United.Taylor Rains/Insider

I have actually always had an issue with United's mediocre 767 pillow, but ANA and Singapore's made that shortfall much more obvious on my recent flight.

Taylor Rains/Insider

Meanwhile, there were several other small perks that made ANA and Singapore shine — one being the convenient cupholders strategically molded into the product.

The left two images are ANA's cupholder, while the right side is Singapore.Taylor Rains/Insider

Singapore's tray table was even pretty unique with a hidden mirror, and it could fold in half to take up more or less space.

Taylor Rains/Insider

Moreover, I appreciated the extra storage pockets offered on ANA and Singapore, and I even got a pre-flight drink on the latter — something I've never experienced on United, nor on Delta or American for that matter.

The seatback pockets on Singapore (top left), ANA (bottom left), and United (right).Taylor Rains/Insider

Moreover, I appreciated the extra storage pockets offered on ANA and Singapore, and I even got a pre-flight drink on the latter — something I've never experienced on United, nor on Delta or American for that matter.

While I can't knock United for its inflight entertainment — which is always great — it had other pitfalls surrounding customer service, the food, and cleanliness as well.

I think United has a great selection of movie and TV shows. I watched Bay Watch and Miss Congeniality.Taylor Rains/Insider

While I can't knock United for its inflight entertainment — which is always great — it had other pitfalls surrounding customer service, the food, and cleanliness as well.

When it comes to customer service, I don't expect flight attendants to be nice and happy at all times. But, I got a sense of annoyance during most interactions with them.

Taylor Rains/Insider

When it comes to customer service, I don't expect flight attendants to be nice and happy at all times. But, I got a sense of annoyance during most interactions with them.

As far as the food, I knew not to expect much on United — the carrier doesn't have the best reputation in terms of catering. But, I remember the meals being better before.

Dinner came with chicken and rice, veggies, chocolate bites, mozzarella, and bread.Taylor Rains/Insider

As far as the food, I knew not to expect much on United — the carrier doesn't have the best reputation in terms of catering. But, I remember the meals being better before.

We were offered pasta or chicken for lunch and a savory pastry for dinner. I opted for the chicken, and the meat itself was good but the sides — as well as the dinner pastry — were pretty tasteless.

I'll admit, the pastry didn't taste as bad as Air Canada's, but it wasn't very appetizing.Taylor Rains/

We were offered pasta or chicken for lunch and a savory pastry for dinner. I opted for the chicken, and the meat itself was good but the sides — as well as the dinner pastry — were pretty tasteless.

This compares to the food I had in July 2022 on United's 767 from Boston to London, which was much more appetizing.

The dinner on my United 767 flight from Newark to London in July 2022.Taylor Rains/Insider

Singapore and ANA, on the other hand, had more creative meals with much better flavoring and overall appeal.

The top two photos are ANA's breakfast (left) and dinner (right). The bottom two photos are Singapore's breakfast (left) and dinner (right).Taylor Rains/Insider

While I can bear passive cabin crews and mediocre food, the one thing that will get me is cleanliness — and United's lavatory was a dump.

While the bathroom was gross, I appreciated the full-body mirror.Taylor Rains/Insider

On the Asian carriers, I found the bathrooms were always tidied up, the sinks were wiped down, and the bins were emptied.

ANA's bidet is on the top left and was a lifesaver on the flight. Meanwhile, Singapore's full-body mirror and touchless bin opener were nice touches.Taylor Rains/Insider

On United, however, there was paper all over the floor and the bins were so full the paper towels were pouring over the top. It was, in a word, gross.

I went to the lavatory a few hours into the flight and found it was far from clean.Taylor Rains/Insider

Given all of this, I don't necessarily think it was a horrible flight or United has a bad product. Simply, I finally experienced the world's 5-star airlines and they have that ranking for a reason.

Singapore Airlines flight attendants onboard the carrier's A380 in 2020 when it was turned into a restaurant.Roslan Rahman/AFP via Getty Images

Given all of this, I don't necessarily think it was a horrible flight or United has a bad product. Simply, I finally experienced the world's 5-star airlines and they have that ranking for a reason.

And, this doesn't mean I won't ever fly United again. In fact, I have several trips coming up that I'll be on United — I'll just go in with lower expectations next time.

I was disappointed in the customer service, food, and cleanliness on United after flying 5-star carriers Singapore and ANA earlier this year.Taylor Rains/Insider

And, this doesn't mean I won't ever fly United again. In fact, I have several trips coming up that I'll be on United — I'll just go in with lower expectations next time.

Check out 6 of the most extravagant first-class suites on global airlines

Cookies on the Business Insider India website

I flew United after flying on 2 of the world's best airlines earlier this year and it made me realize how mediocre US carriers are comparatively

My nonstop United flights started and ended in Newark Liberty International Airport in New Jersey, flying in and out of London Heathrow.

My $812 basic economy fare only included a personal item and a carry-on bag, so I was able to head straight to security for both flights thanks to United's mobile boarding pass option.

Both aircraft were a Boeing 767-300ER — a fleet that United has updated with a fresh look as a way to modernize the older planes. And, I'll admit, they didn't feel decades-old.

For both flights, I cozied up in seat 42L — a window seat on the right side of the aircraft that I paid in advance to reserve.

The seat was as I remembered it with a seatback screen and power ports, as well as the ever-important headrest that I need for sleep.

Plus, the 2x3x2 configuration meant it was just me and my aisle-seat neighbor. I also had okay legroom, though I'm only 5'3" and on the smaller side and fit into most airline seats.

However, that's pretty much where the perks stopped — and, for the first time, I was disappointed in United's product. But, I think I figured out why.

Up until this point, I had experienced a wide range of economy cabins this year, including Singapore Airlines and ANA, as well as low-cost carriers LEVEL and Norse Atlantic Airways.

These two sets of carriers are on opposite sides of the spectrum — Singapore and ANA are considered 5-star carriers by Skytrax, while budget airlines LEVEL and Norse require the pesky add-on fees.

After experiencing the best of the best with Asian airlines, and then facing the challenges of low-cost airlines (albeit Norse was better than expected), I went into United with the wrong expectations.

Essentially, I've realized that United easily has the perks to outshine carriers like LEVEL and Norse, but it falls drastically short compared to Singapore and ANA.

Starting with the seat itself, Singapore and ANA's were both better padded, while ANA even offered a footrest — a perk that makes sleep that much easier.

The Asian carriers also offer more legroom with 32 inches on Singapore and a whopping 34 inches on ANA — the latter being just one inch less than United's Economy Plus section.

As far as amenities, the plush linens on the Asian airlines made United's feel cheap.

I have actually always had an issue with United's mediocre 767 pillow, but ANA and Singapore's made that shortfall much more obvious on my recent flight.

Meanwhile, there were several other small perks that made ANA and Singapore shine — one being the convenient cupholders strategically molded into the product.

Singapore's tray table was even pretty unique with a hidden mirror, and it could fold in half to take up more or less space.

Moreover, I appreciated the extra storage pockets offered on ANA and Singapore, and I even got a pre-flight drink on the latter — something I've never experienced on United, nor on Delta or American for that matter.

While I can't knock United for its inflight entertainment — which is always great — it had other pitfalls surrounding customer service, the food, and cleanliness as well.

When it comes to customer service, I don't expect flight attendants to be nice and happy at all times. But, I got a sense of annoyance during most interactions with them.

As far as the food, I knew not to expect much on United — the carrier doesn't have the best reputation in terms of catering. But, I remember the meals being better before.

We were offered pasta or chicken for lunch and a savory pastry for dinner. I opted for the chicken, and the meat itself was good but the sides — as well as the dinner pastry — were pretty tasteless.

This compares to the food I had in July 2022 on United's 767 from Boston to London, which was much more appetizing.

Singapore and ANA, on the other hand, had more creative meals with much better flavoring and overall appeal.

While I can bear passive cabin crews and mediocre food, the one thing that will get me is cleanliness — and United's lavatory was a dump.

On the Asian carriers, I found the bathrooms were always tidied up, the sinks were wiped down, and the bins were emptied.

On United, however, there was paper all over the floor and the bins were so full the paper towels were pouring over the top. It was, in a word, gross.

Given all of this, I don't necessarily think it was a horrible flight or United has a bad product. Simply, I finally experienced the world's 5-star airlines and they have that ranking for a reason.

And, this doesn't mean I won't ever fly United again. In fact, I have several trips coming up that I'll be on United — I'll just go in with lower expectations next time.