From your taste to our plates
We know our flyers have good taste, which is why we pay particular attention to their palettes.
When our customers on flights to South America told us our new turkey meatloaf entrée was a bit too spicy, we replaced it with a pan-roasted chicken breast. When economy flyers let us know they were not satisfied with a packaged croissant on certain flights, we upgraded to a warmed croissant with yogurt, butter and jam. And recently, we received feedback that the bruschetta chips snack in economy were not popular on flights departing Lagos, Nigeria, so beginning March 1, we will serve Minimie Chin Chin – a crunchy baked snack popular in Nigeria – instead.
Those are just a few examples of ways we're continually adjusting our food service based on customer feedback. We review the results of our customer satisfaction surveys, which are given to a sample of our customers after their flights, so that we can better understand their likes and dislikes, and then use that insight to make adjustments.
"We recognize onboard dining is an important part of the travel experience," said Todd Traynor-Corey, United's managing director of food and beverage planning. "We value the feedback we receive, and in addition to using it to act quickly to make adjustments to things like snacks or entrees on specific flights, the feedback also plays a key role as we consider significant and broader menu changes."
In fact, flyer feedback guided the bold menu enhancements we launched last fall, offering new meal and snack options in premium cabins and economy on flights throughout North and Latin America, as well as the significant menu improvements on Asia and Latin America flights that we announced in December. Those enhancements include offering complimentary meals and free wine and beer to more economy customers and introducing new, flavorful entrees and snacks on many routes. Plus, our choice of illy's premium coffee blend came as the result of extensive blind taste tests with customers and employees.
"It's all part of our efforts to elevate our food beyond 'airplane food' and into simply great, chef-inspired meals," Traynor-Corey said. "We couldn't do it without an understanding of what our customers want, as well as partnerships with renowned chefs."
We've been hearing great feedback about our recent changes, and there are more to come. We're currently reviewing significant changes to many of our menus – with your feedback driving many of the upgrades. So stay tuned and be ready for an even loftier in-flight culinary experience.