United's Brand-New 777-300ER Has Some Serious Wi-Fi Issues
United's new business class on the 777-300ER (77W) has a lot going for it — it's a huge upgrade from the 2-4-2 "dorm-style" seats on the airline's 777-200s and 747-400s — but issues with two suppliers have held UA back from an otherwise stellar Polaris rollout.
First, a few days ago we learned of delays with United's Polaris seat manufacturer, Zodiac. As a result, the airline has been forced to store two of its brand-new 777s in hangars near Seattle, likely delaying the plane's rollout on more international routes.
The other issue is affecting United's 77Ws that have already entered service. There's an undisclosed problem with the equipment Panasonic uses to offer in-flight Wi-Fi, which has impacted United's ability to offer reliable connectivity on both domestic (wide-body p.s.) and international flights. I've now flown the 777-300ER four times:
- February 13: Media flight from Chicago to San Francisco
- February 16: Newark to San Francisco inaugural
- March 27: Hong Kong to San Francisco
- March 27: San Francisco to Newark
In total, I've spent more than 30 hours on this plane — I think I'm being a bit too generous by saying that between those four flights spanning some 30 hours, I managed two full hours of internet connectivity. And we're talking basic email and the occasional Instagram upload (each of which required several attempts) — those two hours hardly consisted of quality browsing time.
What's going on?
From surveying friends and colleagues, including some with Panasonic connections, this issue appears to be affecting several aircraft with Panasonic Ku-band satellite Wi-Fi — including at least two United 777-300ERs (I've personally experienced terribly unstable connectivity on N2331U and N2332U). Panasonic apparently isn't publicly acknowledging the issue, however United has offered up the following statement/explanation:
We are working with Panasonic to upgrade the inflight Wi-Fi system on all of our Panasonic-equipped aircraft, which we expect will significantly improve Wi-Fi performance. This process will begin later this year and be done on a rolling basis.
Based on the above, it seems unlikely that this issue will be resolved anytime soon. So, if you need to have reliable connectivity, I'd select an aircraft with Gogo (757-200 p.s. fleet) or ViaSat Wi-Fi (737s) rather than those with Panasonic Wi-Fi (Boeing 747s, international 757s, 767s, 772s, 77Ws and 787s, and any Airbus planes operated by United). Notably, I have had better luck on United 747 and 787 flights within the past few weeks, so you may be able to connect from those planes even when you're struggling with the 777-300ER.
What should you do?
First, if you've experienced significant downtime after purchasing Wi-Fi recently, contact United for a refund via this web form. Some customers pay up to $25 each time they connect — you shouldn't eat that charge if you haven't been able to get online after purchasing Wi-Fi.
In some cases, United may automatically issue a refund, as the airline did for my Hong Kong-San Francisco 777-300ER flight on Monday:
If you must have internet connectivity and you have yet to book a flight, I'd consider choosing a United flight operated by the following aircraft only:
- Boeing 757-200 (p.s. configuration)
- Boeing 737-700/800/900
If you select a flight operated by any other plane, you'll most likely have Panasonic-provided satellite Wi-Fi, and may experience the same issues I have recently.
Meanwhile, if you've already booked a flight, consider taking advantage of United's same-day change policy to move to an aircraft with more reliable connectivity, or load up your laptop or tablet with offline work or video content — just in case.
Bottom Line
While it appears that Panasonic is to blame for this issue, United could be doing a better job of communicating these recent challenges — to passengers and crew members alike. It's certainly unfortunate that an issue that's out of the airline's hands is impacting the customer experience on the brand-new 777-300ER, and that we have to recommend avoiding this aircraft (and possibly the airline's other long-haul planes) if in-flight connectivity is a must.
We'll continue to test United's Panasonic Wi-Fi on upcoming flights, and will share any developments as they arise, but it's important to keep this setback in mind when you're booking your next domestic or international flight.
Have you experienced issues with Panasonic satellite Wi-Fi recently?
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| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
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Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.