Delta vs United, SFO/BOS, First Class Review
First, full disclosure that I am a Delta PM/MM (previously DM) who flies infrequently with United. I recently flew round trip SFO-BOS and had the opportunity to compare Delta’s first class on the A321neo with United’s on the 737 MAX 9. My review and grades follow:
Operations/Timing:
Delta: Afternoon flight boarded on time but was ultimately delayed slightly due to weight adjustments. Pilots explained the delay and were apologetic. Grade: B+
United: Despite the early morning departure, the flight was moderately delayed. The incoming aircraft landed late, and the need for “extra” cleaning due to the incoming redeye further delayed the departure. After waking up extra early to make the flight, these delays were painful. Grade B-
Winner: Delta
Interior/Seating/Entertainment:
Delta: The A321neo interior is bright and fresh, and the design and privacy of the first class seats are notable. However, I find the seat cushion itself to be uncomfortable after more than a couple hours. I’ve learned to place the small pillow given behind the lower back to add support. Grade: A-
United: Despite the MAX being a newer aircraft, the interior did not feel new at all. Seats were shockingly thin and hard—even worse than the Delta seat. And despite the “extra” cleaning the aircraft was dirty with a layer of crumbs and dirt on the floor. The seatback screen was large and content was strong, but the touchscreen was broken and I was forced to use the hand-held remote, which was made even harder to use given the complex UI (requiring a large number of clicks to move through the menus and sub-menus). Grade: C
Winner: Delta
Service:
Delta: Friendly, professional crew, but not overly attentive. Sitting near the front of the cabin I heard them complaining about the flight times at the SFO base, which was not an appropriate conversation for mid-flight. Grade: B+
United: Crew was responsive and attentive. However, their attire was surprisingly casual with plain blue sweatshirts. I have never seen a Delta crew dress down in this manner. This alone cheapened the premium feel of the cabin, but admittedly this is a personal preference. Grade: B+
Winner: Tie
Food:
Delta: I chose the pasta entrée, and as usual, found Delta’s food to be consistently tasty and filling. I do not expect Michelin-quality food in the air—just a relatively filling meal—and Delta delivered. I noticed everyone on my row cleaned their plate, which is always a tell. Grade: A
United: My expectations were lower given United’s reputation for inconsistent food, but this meal was most disappointing (and largely inedible). Breakfast was cold overnight oats, but it presented as an unappetizing blob with little taste. The fruit was browned. What I thought would be the best part—a lemon tart—was so sickly sweet I could not eat half of it. Grade: F
Winner: Delta
Ground experience:
I did not have access to the United Club, so will not give a grade here.
Overall, on this trip the gap was clear. I would gladly pay a premium to fly Delta on this route.