Well the man has no problems to express his ideas in terms of words!
I think that his article should be seen as the “customer point of view”.
I was several times on BA lounge, until the day my company sent me to Virgin’s lounge, I was impressed like him.
We have to understand what those passengers (customers) paying very expensive Business or even First Class tickets expect.
It is obvious that one feels really well seating in a restaurant and ordering his meal, and having it freshly cooked, instead eating biscuits and drinking coffee.
Customer dedication brings results and positive ones for sure.
Mercurius