Brisbane
Started this trip off at LAX, with a brief visit to the United Polaris Lounge at LAX. Didn't have time for a proper meal, and while US domestic airline lounges are rarely even good, the Polaris Lounge is definitely on the better half. Apparently United was reinstating LAX-MEL and IAH-SYD today as well, so even though it was early and only one of the three new/reinstated flights today was out of LAX, the employees were still very excited.
Quick flight up to SFO, then to customer service inside the Polaris Lounge there to try and get some issues fixed, and to see if I needed to do anything to get the fact that this flight was going to be my 1,000,000th butt-in-seat mile on United recognized. Turns out not only did the two prior phone agents at the 1K desk screw it up, the agent in the lounge couldn't help either... only to be rescued by Michael Covey, aka MileagePlus Mike, the #2 guy/managing director at United's MileagePlus loyalty program, who (along with his boss Luc Bondar and a bunch of other United management) happened to walk by the customer service desk a few times, and decided this was taking too long, and that he could help.
I'm still unsure if I should be impressed that someone so senior took the time out of his day to fix things, or be concerned that it took an executive-level intervention to make it right. Regardless, it was an experience.
Was not expecting to be invited to the press/VIP party that was happening for United's very first flight from San Francisco to Brisbane in the Polaris Lounge, but I guess interacting with Michael Covey had its perks? It was more a part for VIPs and media and those in the industry to schmooze, plus plenty of speeches and some good food, but this wallflower couldn't complain. Got to talk to Luc Bondar a bit, Michael Covey's boss and the top executive at United MileagePlus, which was very cool. He may not make as many public appearances as Mike does, but his committment to the program and to United was obvious even in a brief encounter. Plus they delivered a 1,000,000th mile recognition card to me along with an escort to the party-- some of my first interactions ever with United's "Premium Service" team.
Things moved from the Polaris Lounge to the gate after the private party wrapped up. The group, including a koala (played by Vincent Passafiume (United director of customer service at SFO), Australian musician Georgia Mae, Patrick Quayle (United senior vice president of global network planning and alliances), Nick Nichles (Australia consul general in San Francisco), Ivar Satero (director of SFO), plus small crowd of media and business-class passengers on the flight, made the short walk to gate G2. A much larger crowd awaited, along with United's previously setup amenities, for more speeches, pictures with the flight crew, and all that jazz. Caught up with Carl Brothers and Melissa Haynes as well at the gate, two other United frequent fliers who were also on the flight. Not quite sure how we all found each other in all the commotion, particularly Melissa, as she'd never met Carl or myself before.
Speeches, ribbon-cutting, US-Australia flag pins, and whatnot over, a delicious lobster roll or two (shocking, I know-- tasty lamb chops and shrimp cocktail, and good lobster rolls, all courtesy of United???), and it was time to board. Pundits noticed the mismatched nose cone on our plane (Boeing 787-9 Dreamliner, N29984), but that was forgotten as media and VIPs boarded first, then after a brief pause, the rest of the passengers.
While seeing SVP Patrick Quayle on board United's inaugural flights is a common enough sight, to my surprise, Michael Covey and at least one other was also on board-- very cool. Captain Laszlo Jon Horanyi also came out to turn up my million miler recognition up a notch, not only with a challenge coin, signed card, and certificate, but an invitation to the cockpit. Waaaaay cool. He even announced my millionth mile mid-flight over the PA (!).
The in-flight experience had a full load of inaugural flight swag, including a stuffed koala, multiple printed moments/menus, inaugural flight pajamas and t-shirt (at least for those in Polaris). Once that was all properly packed into bags and stuffed into overhead bins, it was time to go-- and amazingly, the flight was only three minutes late, which is amazing considering all the stuff that happens with inaugural flights.
Some minor turbulence on the way out kind of messed up the meal service-- the salmon was overcooked-- but was nice to see real appetizers coming back. Shrimp cocktail, whle a massive downgrade from the VIP party, was actually very good for in-flight food. Ice cream sundaes remain pre-made, but still, wasn't complaining. The Points Guy's Ethan Klapper was a few seats over, as was photographer Eric Rubens (Sony ambassador), and several others all very excited about the flight. Carl, despite being one of United's top-tier Global Services customers, opted to tough it out in the back-- but by all reports was very well taken care of by the flight crew.