Join Date: Jan 2005
Location: New York, NY
Programs: UA, AA, DL, Hertz, Avis, National, Hyatt, Hilton, SPG, Marriott
Posts: 9,463
I think the salient issue is that, at a time where competitors are adding features and amenities to improve the value proposition of their respective products, United continues to cut every aspect of the experience that arguably rises above a minimally-acceptable standard for international travel.
It's not even a UA vs. CO thing, as the pre-merger CO BusinessFirst product had a number of special 'extras' that demonstrated a level of care and awareness of customer preferences in certain markets. Right now, as a result of neverending cost cuts, the product is mostly generic across the system and undoubtedly less than the sum of its pre-merger parts. We have more flat bed seats than ever, but while DL continues to innovate, with new dining options and passenger amenities, UA is becoming the very embodiment of complacency. Eventually, "good enough" no longer is.