United Airlines to Upgrade Airport Lounge Experience

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.