Has something shifted on flights to Hawaii—and not in a good way? We just flew five and a half hours across the Pacific, and we got one poured beverage, no refills, and no meal purchase option.
We were in economy—if you think that was bad, wait to hear what happened in first class.
There are no trays, promised improved snacks, or new drink options—just the bare minimum on a route United once treated like something special—a route BOH editors have been flying for over 30 years.
One beverage, poured only, and a 3/4 ounce snack.
Service began early and ended fast. Economy passengers received a single poured beverage in a plastic cup. Flight attendants made clear there would be no second beverage service and no full cans offered. If you wanted more, water would be available—and it was offered once. It didn’t even feel like a Hawaii flight. It felt like an afterthought.
Pretzels, quinoa crisp, or stroopwafel followed. With little for the flight attendants to do, they became obsessed with the State of Hawaii Agriculture forms. They tried to collect ours early in the flight, and when it wasn’t ready, we were told we might be arrested if it wasn’t completed before landing. This was a first.
We’ve come to expect minimal service in economy, which is fine. However, this United Airlines flight from San Francisco to Kauai was different. After all, it was marketed and priced as a premium leisure route. Five plus hours in the air with one tiny drink and a small snack only questionably meets reasonable standards.
This might be why the pilot came out to extensively greet everyone before departure, trying to put everyone in a good mood before the flight, and the issues not of their making were revealed.
First class, minus the class.
Up front, things weren’t much better. Maybe they were worse. We were seated in the first row behind first class, where it was very clear: no meals were offered, and no alcohol was served. Instead, passengers received an apologetic explanation, one poured beverage, and a mileage credit as compensation.
It was a striking downgrade for a premium cabin on a long-haul Hawaii flight. There was no sense that this was a one-time issue; It felt routine. And if this is what first class looks like during peak summer travel, it raises the question: What exactly are travelers paying for?
The real issue: a meltdown at SFO.
The flight attendants didn’t sugarcoat it—and neither will we. United’s catering operation out of San Francisco is still a mess. Things haven’t stabilized after switching from Gate Gourmet to LSG Sky Chefs, which leaves flights in disarray. Many flights are going with minimal or missing onboard service, with service items sometimes stuffed into trash bags and boarded, and nobody at United seems surprised anymore.
Before departure, United sent a text admitting the problem: “Due to a catering transition, some of our outbound flights from San Francisco may not have our typical onboard selection.” Translation: Don’t expect much at all. According to the crew, the situation won’t improve until sometime after July.
What triggered this? United replaced longtime SFO caterer, Gate Gourmet, with LSG Sky Chefs. That shift came with a fallout: hundreds of Gate Gourmet employees were reportedly laid off, and LSG rehired many of the same people under different terms. It’s unclear what that means for quality, continuity, or morale, but passengers pay the price for how United handled the transition.
What triggered problems at United?
How could a company the size of United allow this to unfold, at its largest hub west of Denver and on key longer-haul domestic routes to Hawaii, among others? It’s a mystery even the crew couldn’t explain. We were told that some crew members have refused to work routes from San Francisco until this is resolved, and given the circumstances, we can see why.
It is abundantly clear that the transition was poorly timed and badly communicated, and paying passengers have been feeling it for a long time.
Travelers across routes have reported dry flights with no food, downgraded premium meals, and mystery substitutions. On this Hawaii flight, there was technically food. But that’s about as generous as we can be.
Navigating SFO was its own ordeal.
San Francisco International is also in the middle of a major construction project. Rob received a text from United warning: “San Francisco Airport (SFO) is currently undergoing renovations, which may require additional time to reach your gate.”
It meant the usual main entrance was closed, forcing a circuitous detour up and down and through the garage parking lot after getting off the AirTrain. Signage was limited, help was hard to find, and the layout felt more improvised than planned. Staff did their best, but the entire setup frustrated many travelers before the flight began.
This isn’t about any perks. It’s about the basics.
Most travelers flying to Hawaii from the mainland know they’re no longer getting free checked bags or a hot meal. But what’s happening now on United SFO routes is different. When five-plus-hour flights can’t offer passengers two beverages, that’s not even economy service. That’s a failure of planning.
Some others on social media said that United had warned them there would be no catering and that they should bring their food before boarding. Some reported a $15 credit from United, which at SFO wouldn’t go far for any meal.
It’s not the crew’s fault. They were efficient and apologetic. But they’re working within severe operational limits given to them. One good thing is that United flight attendants recently secured a tentative contract that includes raises of up to 45% over five years. It doesn’t fix the catering mess, but at least their patience in the cabin might finally pay off.
We’ll be watching this all summer.
Bring your food if you’re flying from San Francisco to Hawaii this season. That includes water. Don’t count on anything onboard. And don’t assume your United Hawaii flight will feel like anything special.
The only thing that stood out on this flight was high-quality Wi-Fi across the Pacific for $8, which we shared between the two of us with a Mobile Hotspot. The Viasat Wi-Fi on the route previously didn’t work most of the time. This article was written at 30k feet.
Have you flown on any routes from United San Francisco to Hawaii recently? Was your experience the same, or better? Let us know what you saw, and we’ll keep tracking what’s going on aboard Hawaii flights from the mainland.
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I have been to Hawaii via SFO, OAK and SJ my whole life. Yes, things have definaltely changed over the past 40 something years but my flights are the service I get on my flights via United, American, Alaska and Hawaiian Airlines are not a surprise either.I have been treated the exact same way as this article describes on all of those Airlines and I was not s bit surprised. I come prepared with a meal for the plane ride as well as buying a drink before boarding the plane. Of zi want a drink refill I have had absolutely No problem getting one if I get up and go ask for one. I even get the full can with my request. I get my one way tickets from the Bay Area to KOA for $109-$200 and visa versa and know what limited service is provided and have accepted that. Airlines have made it clear about prlce cuts so more people can afford being able to travel. Now its time for tourist to accept this hard truth that traveling to Hawaii is not the same as 30 years ago.
My wife and I will be flying tomorrow from Seattle to Lihue on Delta airlines. We are flying First Class ( for once in our life) and will be receiving meals along with other amenities. Also two bags, each weighing up to 70 pounds each, are included. Will let you know how it turns out in a couple of weeks.
Looks like we might have dodged an awful alternative.
I fly United frequently for work, and on any given day, something always has the potential to go sideways. It’s been my experience that United has a very good service recovery team that shows up to the gate with drinks and snacks.
This catering fiasco goes well beyond what United’s service recovery team can do. It’s an embarrassment that United’s corporate office needs to address with LSG SkyChefs immediately. Nobody ever remembers the subcontractor. All they remember is that it was a United flight. This is causing a huge hit to their reputation.
We recently flew from Phoenix to Kona and returned Honolulu to Phoenix on American Airlines-basic economy. Both legs consisted of one beverage and one package of cookies for 5+hour flights. I’m disappointed.
IMO the reason why a tourist has to fill out the agriculture survey is because the way you are packed into the airline like sardines and herded in like cattle. The plant question probably is relating it to do you have any 420.
Plan ahead, bring your own sandwich and your own water if you cannot live without food and drink on a flight. That way you are never disappointed. Being self sufficient is a smart traveler. The golden age of air travel is gone, lamenting over it is a waste of time. Plan accordingly.
Try Hawaiian Airlines
I haven’t flown since the merger with Alaska Airlines
But flew December 2024 from Long Beach
Service was terrific both ways
I love Hawaiian Airlines
Food is good not fantastic but no charge.
Even get a free “ Aloha “ drink ( rum punch).
A light meal
And a snack as well
Absolutely disgusting! Don’t pay a Premium for First Class unless that is what is supplied.
Wow, this sounds awful. I mostly fly Southwest and occasionally Hawaiian on my frequent (to me) trips to Hawaii. Other trips are Southwest and American. If I have a complaint, regardless of what “class” I’m flying, which is always economy, if I lodge a legitimate complaint, I receive a partial refund or flight credit. I AM a credit card holder on all 3, but I don’t feel that matters. United–what happened to the “friendly skies?”
This isn’t about any perks. It’s about the basics. You’re right and I will elminate each airline that has these horror stories mentioned. Because I dont care about flying right now.
Passenger behavior has deteriorated dramatically this decade, much of the bad activity is alcohol related.
Flight attendants have to be fed up with all the nonsense.
Limiting beverage service is one way to limit trouble.
The traveling public is part of the problem. Does TSA have to
start giving breathalyzer tests?
I most certainly agree with the alcohol related issues but that doesn’t preclude airlines from ‘generously’ offering non-alcoholic beverages.
Unless they want to eliminate the need for having any lavs onboard, thus creating more room to cram another row of seats in the sardine can. Plus, think of the $$$ benefit of less weight penalty in transporting those pesky beverages & attendant condiments. After all,
“CEO & shareholder $$$ welfare are our highest priority ! ” ..
We fly on Southwest to Hawaii. Even though it’s a narrow body aircraft, there is plenty of leg room and snack offerings are complimentary, including a snack pack and a later serving of brownie brittle. Also, there are at least 3 beverage services .
I don’t mean to burst your bubble & you’re probably already aware of the ‘good’ news but …
‘Cinche’ down on your seat belt as you either Pay for that more generous legroom or ‘suck it up’ in the back !
Compensate first class with a few free air miles for no food. At the rate of miles it takes to redeem for anything you might as well say you got nothing. Get used to it in Hawaii spend a lot and expect little in value in return. IMO the airlines are getting their profits before the islands have a chance to. Pretty soon I guess a tourists choice of airline is to pick the best of the worst.
While food and drink are nice and all, in my opinion they are not a must have for us, at least not anymore. We have been flying r/t to Hawaii for 30 years, mainly on Hawaiian dating back to the good old days. DC-10’s out of SFO with the possibility of a gate upgrade to first class for $100, which would get you cocktails unlimited, very tasty meals, pre 911 so real flatware and real glass tumblers… and seats rivaling Lazyboy.
Now, in the present day, post 911, post COVID (kinda), narrowbodies from the west coast is mainly the name of the game. We have come to the conclusion that what matters most to us is to get to our island destination safely, regardless of the plane type or services offered. We get our refreshments at the gate and self-sustain.
Getting there safely means proper aircraft maintenance. Citing a recent story, an A/A 737 that had a fuel leak due to a fitting installed backwards causing a fuel leak and engine fire.
At this point maintenance matters The Most to us.
Emphatically agreed with your priorities…
Still, although pointless, it’s nice to reminisce about ‘the good ole days’ when commercial aviation was something to be enjoyed, not tortuously endured as the airlines descend in their race to the bottom.
( hopefully just figuratively speaking ! )
Your comment on the fairly recent AA 737 DEN diversion/fire incident is quite sobering, especially in the context of flying over the vast & lonely Pacific enroute to ‘paradise’ ….
If you want better service then let Qantas, Cathy pack, Singapore air, Fiji air
, etc operator btw lower 48 and HI. Why should airline industry be allowed no foreign competition? Your expectations are very selfish where ceo comp and stk price are the #1 priority, so if lsg is cheaper more $ for ceo bonus.
As to why you flew out of sfo which has got to be the 2nd worse airport in the nation when oak flights are cheaper or sjc way better run is just begging for torture.
BOH re FA’s-“we were told we might be arrested”-“They were efficient and apologetic”. How could both of these could be true?
“attendants recently secured a tentative contract that includes raises of up to 45%”-
Have the airlines gone stark raving mad?
Turkish Airlines is looking better everyday, they threaten fines not jail. LOL
Amazing, the duration of this SNAFU. Especially, considering the experience of UA, Gate Gourmet & LSG Sky Chefs. This is hardly anyone’s first rodeo. And, sadly, a typical consequence of American capitalism as far as the race to the bottom in contracts & outsourcing, etc. that continue to screw the poor employees on the front line. I wonder if there is some staffing/morale issue at play here and would hardly be surprised if LSG deigned to hire former Gate Gourmet employees at a reduced salary & benefits level. Particularly egregious in a ultra high cost ‘left coast’ area as SFO !
UA is of course taking some heat but I’m sure their bean counters have determined it’ll shake out for their corporate $$$$ benefit.
All good reasons reinforcing my decision several years ago to no longer fly UAL.
Best Regards
That flight is too similar to our Hawaiian airlines flight to Tahiti in May: 1 drink service in the beginning, an offering of water later in the flight, a hot pocket sandwich we couldn’t eat as our vegetarian food request booked online was not happening, and almost no further attention from the flight crew! What happened at Hawaiian? The return flight at least had friendly flight attendants and not much more. We paid for premium. Disappointed to say the least. We will not fly United..ever!
I have to say I smiled when the FA said ” you will be arrested” if you don’t fill out the AG form.
It is not much in terms of protecting against invasive animals and plant species and more about marketing and demographics. Wonder where that information goes now..to the Governor?
I’m curious why the crews thought it would improve in July? Why would they expect there to be such sudden improvement?
I’m also curious why complete failure to perform has not triggered revocation of the contract. Apparently they are not even getting enough cans on the planes.
Make it where all flights going to Hawaii must print a pdf form in the booking process and filled out prior to boarding. Everyone can fill this out at home or when arriving at the airport early. I thought this was to be modified to an electronic phone app. Then what can I see your phone to verify if you hit the submit button or take the chance of being arrested? The agriculture survey has nothing to do but ask how long you plan on staying and at what hotel etc. IMO pointless unless Hawaii authorities want to hunt you down.
Another example of poor planing, with no excuse.
IMO sounds like HTA got on the red bat phone with United and made another inconvenience for the inbound Hawaiian tourist. Less free drinks means more airline profits. Less tourists coming to Hawaii means higher Hawaii hotel rates, restaurant, and shopping costs. This equals more state income in excise taxes. IMO Hawaii Tourism Authority marketing department has to be involved in airline promotions, Hotel discounts online, and has a hand in how many tourists are visiting the islands. Strange how United explains by not completing the Agriculture form prior to landing that you could be arrested. At 35,000 feet in the air IMO you are not even a visitor in any state because states can’t declare airspace part of their state.
A good strategy….. Don’t feed ’em so they’ll arrive hangry & buy More food $$$. Just do the minimum to keep ’em hydrated so they don’t pass out, otherwise they won’t be conscious to spend $$$$ on arrival !
At least United is still flying. Last year I was flying from Philadelphia to San Jose del Cabo through Phoenix. The captain in Philly refused to depart due to a catering issue. He had already complained about being assigned this particular flight at the last minute. We waited so long that the crew would have exceeded their permissible flying time, and so the flight was delayed until the next day. We missed a whole day of vacation as a result. Not a Hawaii flight but from the East Coast it’s somewhat similar. What a shame that airlines can’t get their catering act together—especially with flights to Hawaii.
Same with Delta we flew from new york to san francisco on delta,premium economy, got one glass of water and some passed snacks right after takeoff and that was it. first class no meal service and for them to get a drink they had to press the attendant button.