Strategy behind wildly different soft product at domestic UCs?
#1
Original Poster
Join Date: Nov 2019
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Strategy behind wildly different soft product at domestic UCs?
Curious for this group's take on why the soft product at domestic UCs can vary so drastically. Take LGA, for example: the breakfast offering includes two hot dishes, hard boiled eggs, fresh fruit, bagels, cereals, etc. all served with proper silverware and plates. Compare this with EWR where the food is far inferior (lots of pre-packaged / non-fresh items) and everything is served on paper and plastic, even drinks from the bar.
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
#2
Join Date: Nov 2013
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Curious for this group's take on why the soft product at domestic UCs can vary so drastically. Take LGA, for example: the breakfast offering includes two hot dishes, hard boiled eggs, fresh fruit, bagels, cereals, etc. all served with proper silverware and plates. Compare this with EWR where the food is far inferior (lots of pre-packaged / non-fresh items) and everything is served on paper and plastic, even drinks from the bar.
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
#3
Join Date: Jan 2005
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I believe the issue -- as it relates to food quality -- is the presence of proper "kitchens" to prepare food for UC members -- IIRC EWR does not have proper kitchen facilities, so they have to warm up pre-prepared foods, while some of the newer locations were built with proper kitchens.... I would expect the new club in EWR Terminal C to have a proper kitchen -- but I don't know for sure...
The other component is budget. Traffic through hub lounges is orders of magnitude higher than at outstations. United's willingness to spend what it takes to deliver a quality product at the hubs also comes into play.
#4
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#5
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In the past, yes. But there is a strong suggestion that United might be changing its position here with a few major capital projects underway or in planning at the hubs (EWR C-3, EWR A, DEN B-East/West, DEN A, ORD C). We'll know more soon...
#6
#7
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It may also be worth keeping in mind the downward progression of the Polaris product, where the soft product was initially intended to match the hard product. We know how that turned out.
#8
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Having visited the SFO E United Club last evening, I would have to concur with the second comment.
It may also be worth keeping in mind the downward progression of the Polaris product, where the soft product was initially intended to match the hard product. We know how that turned out.
It may also be worth keeping in mind the downward progression of the Polaris product, where the soft product was initially intended to match the hard product. We know how that turned out.
David
#9
Join Date: Nov 2001
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Curious for this group's take on why the soft product at domestic UCs can vary so drastically. Take LGA, for example: the breakfast offering includes two hot dishes, hard boiled eggs, fresh fruit, bagels, cereals, etc. all served with proper silverware and plates. Compare this with EWR where the food is far inferior (lots of pre-packaged / non-fresh items) and everything is served on paper and plastic, even drinks from the bar.
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
This makes me wonder: What's the business strategy behind this? Best reason I can think of is LGA is a more competitive market AND the UC gets more traffic from *A Gold customers on other airlines (who in turn pay a rebate to UA). Any other thoughts?
#11
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#12
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Having visited the SFO E United Club last evening, I would have to concur with the second comment.
It may also be worth keeping in mind the downward progression of the Polaris product, where the soft product was initially intended to match the hard product. We know how that turned out.
It may also be worth keeping in mind the downward progression of the Polaris product, where the soft product was initially intended to match the hard product. We know how that turned out.
The other thing (which is relevant to Polaris) is presentation. At LGA, UA serves breakfast sandwiches in chafing trays, unwrapped, on ceramic plates with metal cutlery. It's still a Jimmy Dean sandwich (I've seen the packaging) but even that can take on a much more premium look/feel with the right setting. Cf. Polaris, with the ugly dog bowls that, in my view, make anything you put in them look unappetizing and sloppy.
United needs to pay some more attention to these details.
#13
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The manager of the club is really proud of the product and puts the extra effort in. The club is quite large since the remodel. Bigger then PDX and SAN.
#14
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#15
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