Polaris is an expensive way to travel,you expect pampering. As a point I've flown business/first - qatar, turkish, Etihad, BA, and Air France. So I have some form of comparison. The plane itself was fine 777-ER, not as comfortable as the middle eastern airline but good. It was the soft product that was really poor:
Pros: nice laydown seats (to be expected really)
* cute therabody amenity kit comes in a fanny bag
* Polaris lounges are nice - great food selection and comfortable chairs
* direct service
Cons
* service (certainly this is hit or miss) for me it was a big miss - never a smile from our FA, very gruff, like she hated her job - at this level and cost that's inexcusable, it's service that sets the tone of the experience. I could hear her saying to another FA she'd been at it 29 years - you'd think you'd be good after that long but God she was awful and rude.
* food - again, at this price point you expect superlative quality food, this isn't some backwater airline - first world complaining yes, but again, at these price points the quality and presentation of the food was what I'd expect for economy except we got real plates...
Honestly, I would rather fly a different airline and connect through than do that again. I felt cheated of what a first class experience should be