What's weird to me about the claim "performance is not enough" (and your longer-winded quote at the end) is the idea that the idea of trying to look at what customers are actually doing and finding what their pain points are is somehow best stated by decrying performance as a metric rather than decrying _any_ single factor as "enough". If I go to a restaurant, order spaghetti, and then get sauce spilled on my lap by the server, the takeaway isn't "having high quality sauce is not enough", it's "spilling things on customers makes for a bad restaurant experience".
This is a part of an argument people will often use to talk about why end to end testing is superior to unit testing. It isn't that you don't want the units tested. Nor is it that end to end is easier. Rather, it is harder to focus on an end to end test for the sake of the end to end test. (No panacea, mind.)
This is not about focusing on the metrics itself, it's about focusing on what matters to your customers: the metric is a tool, not a end goal.
It's obvious in the airplane example OP has, what matters is end to end time (and why HSR are more successful than you would think they would be at the travel game btw).