MSPNWA wrote:questions wrote:Did they talk and listen to customers to understand what is really important and valued? Maybe they did but it doesn’t appear United used experienced and sophisticated marketers to interact with their customers to draw out the important insights required to develop a relevant offering.
This is not the 1960s and 70s when flying was still a novelty for most and passengers wanted to be wowed with elaborate, time-consuming meal service. Quality, choice, flexibility, consistency/dependability... so they can work, relax and sleep... served with a bit of class by people who love their jobs is what most upfront want.
There was extensive testing of the Polaris concept, more testing than I've heard of from any other American carrier recently. I think the slow drawdown is a typical evolution of U.S. carrier service. I think it's hard to have real-world testing since in a closed environment, knowledgeable testers overstate desire for certain amenities. In regular use the demand for items is lower. When margins are under pressure, cuts are made to try to correct it (why they follow this predictable, economically flawed "in good times spend, in rougher times cut" cycle is beyond me). Service cuts are an easy target. But I believe a big reason they are an easy target is because demand isn't significantly lost afterwards. It was common to hear reports of very few passengers actually caring about the enhanced soft product of Polaris class. They're cuts that largely only specific airline fans and click-bait travel writers care about. Some of the initial cuts to Polaris were consistent with early complaints. Now they've possibly moved to items that few actually cared about.jumbojet wrote:Is it true that no 777's have the new Polaris seat yet? Isnt UA in the slow season, soon to be entering the busy summer grind? Shouldnt UA have been working like the dickens to get as many of these Polaris mods done for S18 as possible? Thats truly unacceptable. Even more so, UA is still flying around birds with 8 across in J?
DL just sent its first 777 in for Mods, 2nd time around in fact for them. UA still hasnt even started the first mods on their own 777 fleet. Sad. Very sad and inexcusable.
Beware of misleading travel writers that care more about clicks than giving you accurate and relevant information.
Lounges: If you read the article, it could easily cause one to believe that AA pumped out 4 lounges in 6 months. In reality, the AA lounges were announced in February 2016, about 4 months before Polaris. It took them 15 months for the 1st to open. It took them 22 months for the 4th. And keep in mind that some of the AA lounges are renovations, while the UA lounges are all new spaces or complete rebuilds. And the Polaris lounge design and benefits is a step up from the AA lounges. So it's true that UA badly missed their initial lounges estimates (which now looking back were way too optimistic, and they've been partially pushed back because of listening to customers and making them larger) but if they open 3 more this summer as scheduled and 1 more later this year, UA's pace is actually very comparable to AA's. Now neither can be called fast, but it's inaccurate to say or imply that AA is way ahead of the game.
Seats: When Polaris was launched, UA didn't give a timeline for retrofits. Sometime after they did give estimates, and they missed the initial 767 and 777 estimates slightly. But retrofits are going pretty much as scheduled. Of all people these bloggers should know how long the process takes with fleets this large, but of course that's not going to garner clicks. What I also think is sad is that DL has up to 10 year-old seats flying around in their longest range airplane with still some time to go before they're all replaced. They're actually older than the seats UA is replacing in their 777s (which were modded in the 2010-13 timeframe).
Good for DL on going on round 2. DL was also way behind when that 1st generation first flew in 2008 up until the final flat-beds were retrofitted in 2015. They were replacing recliners and angle-flats. The industry goes in cycles. UA was first at all lie-flats. DL was first at all-aisle access on widebodies, then were followed by AA. Now UA has the plans to be the first with a consistent widebody seat fleet-wide.jumbojet wrote:If United had any common sense, they would have made the 787's a priority and left the 767's as is. You have carriers from much less developed countries that are now flying planes with business class with all aisle access cabins. Delta has had all aisle access since 2014 on their widebody fleet whereas UA cant even get the ball rolling on their first go around. A very small percentage of their international fleet has direct aisle access.
As for DL's 777 cabin refiits to the D1 suites, it was only first announced in May of last year. 7 months later, the first one is in mods. Not bad and a heck of a lot better than the time frame you provided above. No one knew where the suites would go outside of the 350.
https://runwaygirlnetwork.com/2017/05/1 ... y-comfort/
Replacing newer, more advanced seats like on UA's 787s while retaining the oldest, worst seats like on UA's 777s and 763s would be DL's play too. For example, DL's A330 plays longer, more important roles than the 767 in their fleet. But the A330 had newer, more modern seats, and so they were logically placed behind the 767s.
You're not correct on your DL 777 timeline. DL announced 777 retrofits when the new seat was announced in August 2016. 19 months later we're still waiting for the first to emerge.
https://news.delta.com/worlds-first-all ... -delta-one
MSPNWA, you are correct and thanks for correcting me. However, 5 planes wiith Polaris seats since the announcement is pretty terrible and it still doesn't diminish the rest of the Polaris failures. While I comfortably relax in my Delta One Suite, I will be thinking of you scrunched up in that UA 787 with the 2-2-2 configuration