United Airlines is testing a program that will allow Polaris Business Class passengers to choose what kind of amenity kit they receive, but while United is pushing the idea as a way of personalizing their inflight experience, some customers fear the program is more about cost-cutting.
The program is being run on some international flights departing Denver International Airport with premium passengers receiving an email from United ahead of their flight with the option to personalize their amenity kit.
The email explains: “United is testing a program allowing you to personalize the amenities you receive onboard your flight from Denver,” although the email adds that if the customer doesn’t want to partake, then they’ll still receive the standard amenities.
The email then asks customers whether they would like to personalize their amenity kit or not, or whether they would like to forego receiving an amenity kit altogether.
If passengers choose to personalize their amenity kit, then they are presented with two options. At the moment, there is very little difference between the kits with the only option being what color of amenity kit case to choose from.
The program could, however, be expanded to allow customers to choose the contents of the kit or whether they would like a reusable case or a disposable cardboard kit.
There is also the option for United to expand the program to other inflight amenities, including bedding and sleepwear.
United has been sending the survey out to passengers on a variety of routes with different permutations of questions, such as whether a customer would want all of the normal contents of the amenity or whether they would be happy to receive an amenity kit without certain products like socks or a dental kit.
Some frequent flyers fear that rather than being about allowing customers to personalize their inflight experience, the program is about making a business case to slash the contents of the current amenity kit or even unbundle the Business Class experience and make passengers pay extra for amenities that used to be included as standard.
United’s current amenity kit is provided by Therabody as part of a big push into wellness by the Chicago-based carrier.
When the airline introduced the new products in October 2023, United’s executive vice president and chief commercial officer, Andrew Nocella, said: “We know amenities can really elevate the overall flying experience and are confident United Polaris flyers will love the new wellness-focused offerings created with our best-in-class partners Therabody.”
“International travel is booming and our customers have direct access to more places around the globe than any other airline – with these new amenities, now they’ll also have the best experience flying there,” Nocella continued.
Earlier this year, American Airlines was slammed for offering its international Business Class amenity kit in a recyclable cardboard box on a select number of routes as part of a test program.
American Airlines said it wanted to test exo-friendly packaging but the carrier was blasted by angry Business Class passenger who accused the carrier of further cheapening the onboard experience.
That’s fine, can they get preorder more consistent on intl flights and not ‘sell out’ of preorder items days before the flight?
That eye serum is legit!!! I need to get more, these bags under my eyes practically need a check-in.
#Ionlysleeponplanes