codc10 wrote:United is rolling out its Polaris seats at a rate of more than 2:1 Delta's D1 Suite deployment.
In the end I’m not sure it will be Delta Won.
Beyond the cabin mods, Polaris has the potential to leap frog D1 from an end to end passenger experience perspective. UA’s challenge will be the same as always — poor execution of the plan and consistently subpar service delivery. If UA can overcome these challenges it will be Polaris Won.
It’s also interesting to note the differences in how DL and UA segment their customers and to what degree that will drive profitability. As an example, Polaris is all about the end to end experience of the business class customer with premium delivery all along the way. Delta One is more about the onboard product, lumping all other services in with their top tier elites. Sure you can mention “D1 at LAX.” However right now it’s next to nothing. Who knows what it will be like when T2-3 are renovated/rebuilt. But the fact is there is no D1 at JFK, D1 at ATL, D1 at SEA, etc. The vast majority of D1 passengers receive undifferentiated service except onboard.