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★★☆☆☆ 2 Stars - United First Class Is Not What It Used to Be Flight: United Airlines UA 587 Route: Santa Ana (SNA) to Chicago O'Hare (ORD) Date: August 31, 2026 Cabin: United First Seat: 1A I flew United Airlines Flight UA 587 from SNA to ORD, seated in United First, Seat 1A, and unfortunately, this was a very disappointing experience. I'm giving this flight 2 stars because United First Class is simply not what it used to be. The biggest disappointment was the service. Our flight attendant came across as unhappy, bitter, and genuinely bothered by basic passenger requests. There was very little warmth or hospitality. From the beginning, it felt like asking for anything was an inconvenience. The moment that really shocked me happened when she was passing out the warm towels. As she was handing mine to me, she dropped it directly on the airplane floor. She said, "Oops, sorry," and then continued down the aisle without picking it up or offering me a replacement. I literally had to stop her and ask for a new one. Her response was, "Oh, it only hit the ground for a second. It's the five-second rule." Are you serious? This is United First Class. A warm towel that falls on an airplane floor should immediately be discarded and replaced - without the passenger even having to ask. Joking about the "five-second rule" is not an appropriate response, especially considering the cleanliness standards passengers should reasonably expect onboard an aircraft. The lack of attentiveness continued throughout the flight. At one point, it was at least 20 minutes before she came around to see if I wanted another beverage. When I eventually had to stop her and ask, once again, I was made to feel like I was bothering her. I understand everyone can have a bad day, but passengers should not have to experience an employee's bad attitude, especially when paying a significant premium to fly First Class. First Class should mean more than a larger seat. Service, professionalism, attentiveness, cleanliness, and hospitality are all part of what customers are paying for. United needs to seriously reevaluate the service standards being delivered in its First Class cabins and ensure the employees representing the airline understand what a premium customer experience is supposed to look like. Two stars because UA 587 got me from SNA to ORD, but the First Class service in Seat 1A was nowhere near the standard I expected from United Airlines. I sincerely hope United Airlines sees this review and takes this feedback seriously. @united

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