I think the authors point was that when two airlines have the same aircraft that what makes a difference is the soft service (think that's the right term). Ie everything but the hardware. And that is where the author beleives United should be concetrating rather than upselling features of the 787 that are not 'unique' to United.
Last edited by Ash W; 10th October 2012 at 10:42 AM.
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