United Fails Basic Marketing With Polaris Business Class Rule

Feb 06 2017

I hear from customers almost every day who aren’t getting the new business class seats on their upcoming flights over the next few months — and argue with me that they are. “But the confirmation says Polaris” they tell me and I have to explain that this simply means they get the new soft product, and it will be years before most flights have the new seats.

That’s a problem, but there’s something far pettier and a much bigger lost opportunity, that I want to highlight.

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