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United Airlines to upgrade airport lounge experience

6 Comments

United Airlines is transforming the customer experience in its United Clubs with upgrades including an overhauled, complimentary food menu launching this week, extensive club renovations and a hospitality-focused approach to customer service.

“We’re making major changes in our United Clubs to give our customers the elevated, hospitality-centric service and experience they deserve and expect. This year will be transformational,” said Jimmy Samartzis, vice president of customer experience. “Our new fresh, tasty and healthy food offerings, overhauled service approach, and systematic investment in renovating the rest of our 49 clubs worldwide will give our customers an airport getaway for relaxing or being productive during the hustle and bustle of their travel day."

United will launch an all-new complimentary food menu in its United Clubs – from a Greek yogurt bar and hot oatmeal station to hummus with pretzel crisps and peppers.

The airline is replacing all current offerings with the new choices, beginning with Chicago O’Hare International Airport this week.

The new items will be available at United Clubs in Houston, Denver, Newark, Los Angeles, San Francisco and Washington Dulles by the end of summer. All United Clubs worldwide are expected to feature the new food by the end of the year.

Also in 2015, United will launch an upgraded beverage-for-sale program of premium wines, beers and spirits including Champagne Laurent-Perrier and Trinchero Family Estates Wines. United plans to test a new food-for-sale pilot program later this year as well.

United Club Renovations

In the coming year, the airline will renovate clubs in Chicago O’Hare, Washington Reagan, Hong Kong and Tokyo Narita. It will also build new clubs in Atlanta and San Francisco, and begin major changes in Los Angeles.

Each lounge will reflect the new, modern style with upgraded amenities showcased in the airline’s Chicago O’Hare, Boston, London Heathrow, San Diego and Seattle United Club renovations.

The airline also has plans to re-train its United Club agents with a new, comprehensive customer service program throughout 2015. The training will reflect standards of the hotel and hospitality industry to better match club members’ expectations. United Club members will also enjoy complimentary, Wi-Fi-based printing for greater customer productivity this year.

© Asia Travel Tips

©2022 GPlusMedia Inc.

6 Comments
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United's changes are usually for the worse. They've "improved" their mileage program so much in recent years that I switched to another carrier. These latest "improvements" seem to involve paying for food and drink that you get free in other lounges.

1 ( +2 / -1 )

They have started charging for emergency exit seats and bulkhead seats. I found this out when requesting one of these seats on my last flight. Which was directly responsible for the fact that my last United flight was also my last time I'll be flying United.

2 ( +3 / -1 )

When ever an airline says "upgrading" it's usually a cost cutting procedure at the expense of customer service.

0 ( +1 / -1 )

United Airlines to upgrade airport lounge experience

Who cares? If they want to improve something meaningful to 95% of the people who use their airline, try removing a seat in each row and several rows altogether in coach.

StrangerlandMAR. 12, 2015 - 09:48AM JST They have started charging for emergency exit seats and bulkhead seats. I found this out when requesting one of these seats on my last flight. Which was directly responsible for the fact that my last United flight was also my last time I'll be flying United.

Surprised it took them as long as it did. They know that a few people on every flight will be willing to pay the extra $50.00 or whatever to gain the leg room.

Back in the late '80s and early '90s, United offered the best service between the West Coast and Tokyo. We quit flying United at least 15 years ago because the service has just gotten worse and worse. Bitch all people might, ANA coach is still better than coach in any U.S. carrier.

-2 ( +1 / -3 )

Jeff Huffman Mar. 13, 2015 - 04:40AM JST Who cares? If they want to improve something meaningful to 95% of the people who use their airline, try removing a seat in each row and several rows altogether in coach.

You have choices. If you could afford it, you can always upgrade to business or first class.

-2 ( +0 / -2 )

I buy a United ticket to go home and get my mileage, but I make sure both legs are actually operated by ANA. So much better! One of the good things about codesharing

0 ( +0 / -0 )

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