While first-class passengers often get personalized experiences where they're greeted by name, business-class passengers shouldn't expect the same level of attention.
"Business class is about efficiency. It's a comfortable seat where you can sleep or work," Ott said.
But staff members serve dozens of people in business class, whereas first-class cabins typically seat less than 10 passengers, he added.
"There's a lot of work that goes into all those meals and drinks," Ott said. "So if you're looking for an over-the-top experience, then first class is where you can expect staff to make the flight awesome. And that's what you're paying for."