This morning United Airlines announced their long-awaited international business class seats that have been in development for quite awhile. The new seats are going to be completely lie-flat seats (not those pseudo-lie flat seats that hang at an angle like on Lufthansa) and be enhanced with new technology including a 15.4 inch screen for movies, iPod docks to create custom playlists, XM radio feeds (pre-recorded), and built-in video games. This by far blows away the competition from all of the domestic U.S. carriers. American Airlines, for example, recently announced their "next generation" business class seats, which are "flat" but at an angle -- also known as the "wedgie" seat. If anything, AA's seat design is a few generations behind. (More pictures and a video by clicking on the link below.)

Unfortunately, I can't get too excited about reclining in one of these yet. It's going to take until 2009 to install them on United's international fleet of Boeing 767, 777 and 747 airplanes. Fortunately, the first planes to undergo the transformation will be a Boeing 767. Luckily, they fly these planes on European routes, which means I have a stronger chance of landing in one before the end of 2007. Along with installation of these seats, is a reduction in capacity (current 73 business class seats on the 747 will be reduced to 52, for example). This will make upgrades more challenging as well as last minute purchases.

Also, what remains to be seen from United is how they can bring serious service enhancements to bare with these new upgrades. The PR website, "Suite Dreams" makes a big to-do about new food and wine offerings. (On my last flight in business class from Washington DC to London, I sampled the Charlie Trotter entree -- a Mustard-Braised Pork Medallion with roasted banana-fingerling potatoes and rosemary honey glazed carrots -- it was very dry and the potatoes and carrots were nothing special. I've had better on United, to be honest. It's probably a challenge to cook a chef's dish at 35,000 feet.) We also know that United is testing new staff positions, including an on-board service coordinator to aid Business, First, Global Services and 1K passengers with connections and so on (currently en-force on a few Asian routes including SFO-HKG). More "programs, policies and people" are not enough to effectuate a true culture shift towards one focused on service. Given my experiences with United staff (which is inconsistent), I seriously doubt United can get near the service ranks of Singapore Airlines or Cathay Pacific, even if their product is closer in line.

But whatever the case, for now, I say "well done" United with a great product that many of your top customers will look forward to using for years to come. I'm looking forward to the new experience.

You can see a 60 second clip about the new chair by clicking here: Windows Media Player (300k).