A journey from Hawaii to London can be a tale of two experiences: one chaotic and underwhelming, the other a surprising redemption at 35,000 feet, even for today’s lackluster U.S. airlines. What began with long lines, lack of information, and an invisible crew slowly became a solid reminder that airline service still matters under certain circumstances—that is, if you’re on the right route.
This was BOH editors’ first long-haul United Airlines trip since self-downgrading from United Premier Gold to Silver, in an era when airline loyalty is increasingly of less and less value. That decision colored the experience in ways both expected and unexpected.
United Economy Plus from Hawaii: Where it all started.
The trip kicked off after an interisland flight on Hawaiian and led to the United flight to San Francisco, departing Honolulu’s Terminal 2. Starting there, the experience left plenty to be desired. The USDA agricultural inspection checkpoint for checked bags didn’t open until 5:00 a.m., a mismatch for United’s 7:00 a.m. departure, creating a packed terminal and a very confused line by 4:45 a.m. Some passengers went scurrying to Southwest, where the Agriculture team starts earlier. Something about all that made no sense. Among the combined large crowd in the lobby were travelers headed to Majuro (Marshall Islands) with mountains of luggage, adding to the congestion at the United check-in lobby 8.
Even with editors’ Premier Access for checked bags/check-in, our bag drop shortcut line was closed, and signage on what to do was nonexistent. Staff were few and far between, and no one seemed to know where to direct us. The entire check-in process felt like a test of patience. We ended up going into the first class line, just because it was the only line we could find with staff to help, with the flight time fast-approaching. That worked.
Boarding the 30-year-old Boeing 777-200, it was clear we were flying in the airline’s most dreaded “high-density” domestic configuration of that aircraft. These domestic giants have a seating capacity of 364 passengers, featuring 28 United first seats, 102 Economy Plus seats, and 234 regular economy seats. They are used on domestic routes, mainly to and from Hawaii. The aircraft we flew on was approaching its 30th birthday this spring.
Just a side note: Those who fly on that Hawaii aircraft in first class will be shocked if not already prepared for old lie-flat seats that are 8-abreast, with half facing backwards, compared to United’s other widebody planes, which are 4-abreast.
We had booked three seats in Economy Plus with extra legroom using their 40K one-way mileage redemption, second row on the right side. We call buying the extra seat in the middle the three-seat trick. It’s the BOH editors’ favorite way to fly to and from Hawaii, and we continue to use it over and over again, in preference to both premium economy and first class, unless it is of the lie-flat type.
While the extra legroom economy was better than standard, and the third seat made it workable, it wasn’t great, and the cabin was also visibly aged. There were no seat-back screens (as seen in our lead photo). Instead, United had retrofitted an odd make-shift phone holder where an entertainment screen had been previously.
The power ports in our row didn’t work. They were worn out, and anything we plugged in kept falling out. After various attempts, including tethering the power cord to the tray table arm to hold it in place, editor Jeff gave up and reverted to his handy battery back for charging. That’s a “don’t leave home without” item.
The overhead vents were out of alignment, the reading lights missed their mark, and the whole interior felt thrown together decades ago and barely updated.
In-flight service was almost entirely nonexistent. One pathetic snack near the beginning—weighing under an ounce—and a beverage cart, twice. Flight attendants largely stayed out of sight. A crew member was seen handing out water. The crew wasn’t rude in any way, just totally indifferent to the passengers.
San Francisco surprise: Terminal upgrade.
Once we landed at SFO, the contrast became apparent. We arrived at the F gates—United’s domestic area—and luckily didn’t choose to linger. Crowded, uninspiring, and short on comfortable seating or options, it wasn’t ideal for an international connection. BOH editors also decided to skip the United Club, which was offered for $59 per person, and in the end, it was closed to day pass holders. Having visited the United Club on prior trips from Hawaii, the airport terminal had more inviting options.
We went to the G gates, where international flights depart, and suddenly everything changed. Spacious, varied, and high-back seating, better food options, an excellent outdoor aircraft viewing terrace, and beautiful art murals gave it a polished, calming feel that stood out. It was the break we needed between long flight legs.
Boarding the next flight was decidedly not without its hiccups. The ground agents became flummoxed when a group of over 60 people in a group arrived and was sent on ahead after Group 1 boarded, creating confusion among passengers lined up for Group 2 boarding. Somehow, United managed to move things fast, and the flight pushed back on time, just like our HNL departure had done.
A welcome turnaround at altitude.
The flight from SFO to London was like traveling on a different airline in almost every way. It was the same brand, same Economy Plus seats, and even the same type of aircraft (777), but a much better experience from top to bottom. It speaks to how airlines handle domestic and international travel so differently.
We were seated in the front row of Economy Plus, with a separator wall directly in front. While the design meant one of our aisle seats jutted slightly into the aisle, and legroom felt tighter than the second row we had earlier, the service and crew attitude made all the difference.
The flight attendants were exceptional—engaged, proactive, and hardworking. Even after years of trying, they still have not achieved a new contract from United.
This crew was on it from start to finish, offering two complete meal services (dinner and breakfast) plus a mid-flight snack service over the ten-hour flight. Each meal included multiple vegetarian and non-vegetarian options. The food was surprisingly good, rivaling the quality we’ve had in Polaris business class on United, albeit with a more straightforward presentation. Beverage service was consistent throughout the flight.
These crew members showed precisely how a long-haul experience, even in regular economy, can feel respectful, even enjoyable. Their energy and effort shifted the tone of the flight 100%.
Comparing aircraft: both old and one properly equipped.
Here’s where the hardware difference stood out. Unlike our earlier flight, this aircraft had functioning entertainment at every seat—either seat-back or flip-up, depending on the row. There were no awkward phone holders, and there was no scrambling to charge devices. The screens worked well, and the varied United entertainment content selection helped pass the time.
This international-configured plane included Polaris business class suites (1-2-1 seating), three rows of Premium Economy (2-3-2 seating), and a mix of Economy and Economy Plus (3-4-3 seating). We’ve flown the United premium economy product on IAD to HNL before, and it’s a good compromise if you want more comfort, aren’t exceptionally tall, and wish to avoid the typically extreme Polaris business price tag.
For those wondering, Jeff had previously flown the 2-4-2 reverse herringbone seats in domestic first class to Hawaii and confirms what others have said: they’re awkward and unpopular. Fortunately, this flight had the more modern Polaris layout for those in business (called first domestically), which is an upgrade in every sense.
Wi-Fi was another point of contrast between the two flights.
Like other carriers, United is moving toward free Wi-Fi via Starlink, but it hasn’t rolled out yet. On the HNL to SFO leg, the satellite Wi-Fi was so bad it was unusable. If we had more time or energy, we might have asked United for our eight bucks back—Southwest, by comparison, has refunded us automatically previously when their Wi-Fi didn’t work as expected.
On the SFO to London flight, the Wi-Fi worked well, and the pricing had dropped significantly from what we’d paid. Instead of the prior $29.99, it was $16.99. When flying on Hawaiian recently from Honolulu to Tahiti, that free Starlink WiFi screamed.
What our downgraded loyalty revealed.
The effort to maintain Gold status no longer paid off in meaningful ways. Premier Access wasn’t even available during our chaotic Honolulu check-in. What really stood out on the second flight from San Francisco to London wasn’t the perks but the people—the quality of the crew and the nicer condition of the aircraft, which was nearly 30 years old.
On that front, United continues to deliver wildly different experiences. The HNL-SFO segment was barebones, indifferent, and flown on a worn-out-looking plane. The SFO-LHR leg was elevated by excellent service, thoughtful, if not gourmet meals, and a much better-equipped aircraft. Both flights were on time. Both were Economy Plus. Only one felt like the airline cared. So what does that mean?
The takeaway for Hawaii travelers.
For travelers considering United Economy Plus as an upgrade from regular economy, this trip again highlighted the importance of researching aircraft configurations, seating arrangements, and managing expectations—because not all flights are created equal. Also, don’t assume consistency across routes. We’ve had better service on United’s Max 8 flights from San Francisco to Kauai than on this widebody.
If you’re flying long-haul from Hawaii, know which terminal you’re connecting through, prepare for the unexpected, and check which aircraft you’ll be on before booking. Even as very experienced travelers, we missed that there was a bulkhead wall in front of us on this flight rather than just ample space without a wall, as had been the case on the flight from Honolulu to San Francisco. We got caught.
So if downgrading loyalty didn’t make or break this trip, what did? The crew, the cabin, and United’s decisions about which planes and service levels belong where.
If anything was learned on this trip from Hawaii, it’s this. Sometimes, the seat is the same, but the experience is a world apart.
We welcome your comments and experiences flying United.
Lead photo credit: Seatback on United with monitor screen removed and phone holder installed.
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power port tips – 1) some report that after inserting your plug you are able to ‘twist’ it to make it stay engaged.
2) some carry a Eurpean adapter as those connections aren’t used as frequently and therefore not as worn.
2mm UA flyer here. UA’s power outlets are faulty on almost all of their aircraft. I always travel with a 3-prong UK adapter which fits securely into the UA sockets and won’t slip out. Also, an airfly bluetooth adapter makes listening to inflight entertainment wireless and much more pleasant. Finally, some of UA’s antique aircraft are incredibly noisy (especially 767s), so good noise cancelling headsets are a must.
Traveling in the US and Europe is just unpleasant these days. I was shocked on my recent trip to South Africa how much nicer the Priority Pass lounges are there. The food was actually good, the seats were comfortable, and the staff wasn’t indifferent. That was on only time at as lounge I’ve ever been greeted as Mr.(Last Name), and they actually pronounced my name right! (Which is exceptional rare, but I’m used to it)
A couple of days ago, we left Kauai for Philly with a stop in Denver on United airlines. Both legs on narrow body planes, in first class. First leg an older 757-200.
The service from Lihue to Denver was absolutely fabulous. Monique, the 1st class attendant was Very helpful and attentive. It’s been 30+ years since I’ve been on a flight with such excellent service. From Denver to Philly, the newer 737 -800 seemed a step backward in comfort, accoutrements, and most definitely service. Quite young cabin attendants, who spent more time talking than serving. They did not even do a final check of seat back position before landing. I had to ask the two people in front of us to bring their seatbacks to upright, as neither of us could have gotten out of our seats in an emergency.
Nice article, but there were a few issues. First, Hawaiian does not operate a Boeing 777, they operate a Boeing 787-900, secondly, you mention that the first Boeing 777 you flew was just shy of its 30th birthday and very dated, and then mention how great the second B-777 was, but then state it to was almost 30 years old.
They were flying United.
Flying to LHR from maui next week. UA’s service from Maui to west coast gateways largely consists of tatty old 737’s. 5-6 hours in a cramped single aisle aircraft is a long slog…and dont get me started on the soggy chicken katsu served in 1st class. We consider the old 772 service from Oahu to be an upgrade (so does UA, and they price accordingly). 1’ve been 1k with UA for many years, but giving it up for better rides elsewhere.
I am a UA Million Miler, and as such I am Premier Gold for life. E+ at time of purchase. That said, next year when we ride the airlines from PDX to LIH I have chosen to ride AS instead. Yeah, I know it’s more expensive (pay extra for “equivalent” legroom and bags), but it will be interesting to compare service (non-existent on UA) and AS’s nonstop vs UA 1 stop (usually, but not always) through SFO.
Glad you guys survived that HNL to SFO flight. Those 772s that UAL uses on the Hawaii long haul routes are exactly why I don’t fly United anymore. It’s crazy to pay that much for FC and have to endure that 2-4-2 configuration. Uncomfortable as heck. Only Delta’s 767 FC is less comfortable.
Everything else you touched on is right on the mark. Worn out aircraft, indifferent cabin crew, and poor overall ground and air service. They subbed a 773 once when I was flying out of HNL and the difference was night and day – I think that’s what you flew to Europe. Hey! It’s Their loss!
Best Regards
Sounds like BOH editors had the same plane and crew we had on our first class UA 777-200 flight in February from HNL to LAX. Horrible flight, inattentive flight attendants that were invisible, terrible food, uncomfortable outdated cabin seating, old tacky cabin in all service classes that was worse than a Greyhound bus. United definitely needs to up their 777 product from HNL to/from LAX and SFO.
Agree with you that the UA service from both LAX and SFO to LIH is noticeably better, but it’s narrow body of course. Agree also with those who say AA 787 Premium Economy service from DFW to HNL is a very good alternative if one can make the connections work. Unfortunately for us it requires two connections: one in DFW and then again in HNL to LIH on HA.
Since you’re in the UK, Cheers and Aloha!
My best experience ever was on a United 757 from HNL to SFO a year ago. The equipment had seen better days, rattles and creaks throughout and noisy engines. But the cabin crew was the best ever, warm, friendly, caring, taking the time to make sure passengers were comfortable, engaging with the passengers – a rarity in the industry. This was on a United domestic flight! Unbelievable!
Next time if you can, try American. Their 787’s and 777’s are are their international configuration. On a recent flight our inbound aircraft was coming in from London, before proceeding on to Hawaii.
Of course, the service isn’t international, it’s still a domestic flight but at least the hard product is nicer. The blankets, pillows in 1st and PE are also nice as well.
If you started interisland and arrived at check in in HNL at 4:45am, did you have a 2 am flight to HNL? Made for a very long day.
United’s free Starlink announcement made me laugh, and I’m not going to be holding my breath. Read your note about paying $8 for internet that didn’t work and we had the exact same experience, and honestly, if you’re going to charge me for disappointment, at least offer a refund without me work for it.
I fly LHR-HNL regularly. I normally fly up the front but now and again I fly coach. I have tried all the direct (not non stop) carriers. American is by far the best. I get free Main Cabin Extra and I choose the 1st row as with the foot cut outs in the dividers there is plenty of room. I choose daylight flights to and from HNL and break the journey for a day or two at LAX (I used to fly straight through but getting too old now). On LHR-LAX-LHR I choose the early flights as I cannot sleep sitting up (Medical DVT risk). It is not bad. I bring my own noise canceling headphones and movies as well as my own food as I am a pescatarian and you get seafood options in First International, sometimes in Business International and no longer in Coach International or any classes to HNL from LAX. If I am in no hurry I fly through DFW as that is a 787 with international flat beds with aisle access, otherwise through LAX.
2nd hand tip for electrical plugs – US plugs are well worn out but if you carry a European plug, that will often work – sensible but I no 1st hand experience. 1 more item for the flight bag.
United Checked bag lines – the worst. Ft Lauderdale after cruise 90 minutes to check a bag + they refuse a wheelchair until the bag is checked – even though the wheelchair request was part of the reservation made months ago (not the previous night). Oh yeah – Sheriffs department had several officers to maintain peace.
United Staff couldn’t have cared less- ‘that’s just the way it is every week’ – guess that’s why the sheriffs were there. They told a lady with flight at 10:30 to get back in line – she undoubtedly missed her flight. All the other airlines (various family members flying with other airlines were processed in 20 min or so, some even through TSA as well.
United flight attendants for Hawaii used to be part of Intn’l staff – I wonder if they are now considered domestic?
It’s honestly wild how inconsistent United’s planes are. One leg, I’m wondering if I accidentally booked a Greyhound with wings. The next leg, I’m on a brand new plane, being offered hot meals and my screen doesn’t flicker and the Bluetooth works.
I laughed at the phone holder retrofit detail because I literally spent an hour trying to jam my iPad into that awkward little thing before giving up and watching downloaded baking shows perched on my lap. Between that and the power port that coughed out my charger mid-flight, I felt like I was tech camping on the flight.
We did a similar routing from Hawaii to Europe last year, and I completely agree—there’s something bizarre about how wildly different domestic and international flights are on the same airline, in the same seat class. On our outbound, the crew disappeared like they were playing hide and seek, and we were lucky to get a drink of water. Next flight, it was like they brought back the golden age of travel. It really does boil down to your flight being domestic or not, and also the crews seem to be so very different in personality. That part makes no sense.
On those domestic flights, where you wonder if any flight crew are still aboard besides the two guys flying the bird, use the call button if you need something. Most of the time, they will not ignore it and will come down the isle to see ‘what do you want!?’. They may be a little annoyed at you interrupting their nap, or crew chat, but they usually do respond. It’s sad that this is the typical state of domestic air travel, but we just have to live with it. You gotta fly! And, as a side note, if the fly crew cop an attitude for this, get their name and employee number and contact airline customer service. It may not change anything, but at least you’ve voiced your displeasure.