Originally Posted by
elitefreak
The whole point of purchasing a business class ticket should be the in-flight experience. Why glitz up the lounge and continue to neglect/downgrade the primary component?
It has to do with the people responsible for executing the service experience at each phase, and their respective degrees of autonomy, accountability, and service commitment.
It is no accident that the Polaris proposition leans heavily on sleep opportunity and other factors that are hard for inflight staff to undermine, forget, or decide not to deliver. When the customer is unconscious, UA service culture looks better.