United Airlines promised to upgrade their business class seats to their new Polaris seats. The seats are cocoon shaped, and reclinable; a real luxury for those who pay top dollar for first class. The airline also said they would be adding nine Polaris clubs at key airports. The advertisement sparked interest in many costumers and many current club members making them stay with the airline.
Truth is, only 10% of United's fleet carries the new seats. The company failed to execute their marketing plan correctly. Many of their officials have come out and said that marketing doesn't always come out the way you want it to. Many costumers and investors are disappointed and expect the company to do a better job when proposing innovations.
https://www.wsj.com/articles/your-new-business-class-seat-isnt-ready-but-heres-a-pillow-1512570601
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