A New Flavor Coming to United Clubs - United Hub
Customer Experience

A new flavor coming to United Clubs

By The Hub team, November 14, 2017

Food can be polarizing -- it can either build a great experience or make a negative one worse. As we work to build an industry-leading lounge program, we recognize that food and beverages play a critical role.

We are embarking on a journey to redesign our menus and create a world-class experience that celebrates our global network but is in tune with the regional flavors of the locations we serve. This involves robust customer research and employee insights to understand what products resonate with the greatest number of our customers.

On Sept. 30, we kicked off the first part of this strategy with the launch of the "quick wins" initiative at our airports in Las Vegas, Houston, Orlando and Boston. This two-month unique trial involves a variety of experiential changes anchored around service, food and beverages.

waffle ice cream bowl at the United Club in Orlando, Florida.

In Boston, we are offering dishes with a local influence - including lobster rolls, seafood ceviche bites and Boston cream pie with an additional focus on our frequent business travelers. Our club in Orlando is focusing on leisure travelers and families by featuring a grilled cheese station, milk and cookies, breakfast banana waffle bowls and more. Regardless of what brings you to Las Vegas, we are here to help you refuel before or after your trip. Some of our unique features in Vegas include a Bloody Mary bar, cheese and charcuterie, a hash brown bar and a ramen noodle bar. In Houston, our club is introducing small plates-style buffet and an update to our core menu, as well as passed complimentary wines and water.

"Designing this program was about delivering the right food to the right people in the right city," said Lounge Vendors Manager Kirsten Perliski. "That is why Orlando features family-friendly items (like a grilled cheese bar and 'mommy-mosas'!), whereas Boston caters to our frequent business travelers."

"The quick-wins initiative has already made an impact for us," said Houston-based Lead Customer Service Representative Jairo Martelo. "While attending to a distressed passenger after a gate return, a floor attendant offered the customer a warm hand towel and introduced our other improved offerings. The customer was extremely surprised and, as a result, his mood significantly improved."

Small seafood ceviche bites at the United Club in Boston.

So far, customers are also impressed with the enhanced offerings.

"As a business traveler I can end up in United Clubs multiple times in a week. Having the passed apps and towels was a wonderful change of pace and absolutely elevated the experience. Way to go with the upgrades United!"

United Awards Free Flights for a Year to Winners of "Your Shot to Fly" Sweepstakes

Grand prize winners live in Bradenton, FL; Cleveland, OH; Goodyear, AZ; Oakland, CA and San Francisco, CA
By United Newsroom, July 29, 2021

CHICAGO, July 29, 2021 /PRNewswire/ -- United Airlines today announced the five lucky grand prize winners of its "Your Shot to Fly" sweepstakes, who will each get to fly anywhere in the world United flies with a companion over the course of the next year. The winners of the "Your Shot to Fly" sweepstakes are:

  • Ashley Cronkhite from Bradenton, FL
  • Robert Simicak from Cleveland, OH
  • Sean Husmoe from Goodyear, AZ
  • Lauren Aldredge from Oakland CA
  • Lauren M. from San Francisco, CA

The sweepstakes was in support of the Biden administration's ongoing national effort to encourage more people to get their COVID-19 vaccination and encouraged United's MileagePlus® loyalty members to upload their vaccine records to United. In less than a month, more than one million MileagePlus members uploaded their vaccine cards to the United app and website for a shot to win one of the grand prizes. In June the airline awarded 30 first prize winners with a pair of roundtrip tickets anywhere United flies.

United First U.S. Airline to Offer Economy Customers Option to Pre-Order Snacks and Beverages

New pre-order option builds on the airline's contactless payment technology and is another example of the customer experience transformation underway at United
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- Starting today on select flights, all United customers – no matter what cabin of service they're flying in – can use the airline's award-winning mobile app and website to pre-order meals, snacks and beverages up to five days before they're scheduled to travel. United is the first and only U.S. airline to offer economy customers the option to pre-order snacks and beverages, a reflection of the customer experience transformation underway at the airline.

United Airlines to Operate More than 40 Weekly Flights as England Re-Opens to U.S. Travelers

In August, United is adding a second daily flight from Washington, D.C. to London
By United Newsroom, July 28, 2021

CHICAGO, July 28, 2021 /PRNewswire/ -- With today's announcement of England reopening to fully vaccinated travelers from the U.S. beginning Aug 2, United Airlines is making it easier for business and leisure customers to jet across the pond with the addition of flights to London. In August, United will have six daily flights between the U.S. and London, including a second daily flight from Washington, D.C. and increasing service from Houston to daily. United looks forward to resuming additional London service in the coming months as well as launching new nonstop service between Boston and London. Customers traveling to England must be fully vaccinated in the U.S. with vaccines that have been approved by the FDA and must take a test before departure as well as a PCR test within the first two days of arrival. Passengers vaccinated in the U.S. will also need to complete a passenger locator form prior to traveling to England and provide proof of U.S. residency.

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