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 Cargo operates more than 11,000 cargo-only flights in one year

By The Hub team, March 19, 2021

On March 19, 2020, United operated its first flight carrying cargo without passengers on board. While the passenger cabin was empty, its cargo hold was completely full, carrying more than 29,000 pounds of commodities from Chicago O'Hare International Airport (ORD) to Frankfurt Airport (FRA).

A year later, United Cargo has operated more than 11,000 cargo-only flights carrying more than 570 million pounds of freight. To support the COVID-19 pandemic recovery efforts, United Cargo has also transported more than 113 million pounds of medical and pharmaceutical products on both cargo-only and passenger flights as well as approximately 10 million COVID-19 vaccines, providing global communities access to the items they have needed most.

10 tips for spring travel

By The Hub team, February 24, 2021

Whether you haven't flown with us for a while or just need a quick refresher before your spring trip, read this list of tips to know before your flight and arrive at the airport travel-ready:

1. Download the United app for contactless bag check, travel assistance and more

Before your flight, download the United app to view your flight status, check in, sign up for flight notifications, locate departure gates, access our free personal device entertainment when available and more. We've also updated our app with new features that can make your trip a little safer, including contactless bag check.

Don't forget to use Agent on Demand for help with any and all questions you may have before your flight. This new capability is available at all our U.S. hub airports and allows you to use your own mobile device to contact a customer service agent via phone, video or chat to help with day-of-travel questions while you're at the airport. Learn more about Agent on Demand here.

United joins UNICEF COVAX initiative

By The Hub team, February 19, 2021

This week, we were honored to become the first U.S. airline to join the UNICEF Humanitarian Airfreight Initiative to combat the COVID-19 pandemic by transporting the vaccine and other critically needed supplies to underserved areas of the globe.

"We are committed to helping the global community in any way we can, and we all must work together to do our part to bring this health and humanitarian crisis to an end," said Director of Cargo Specialty Products Manu Jacobs.

We will leverage our expertise to transport these critical pharmaceutical and healthcare shipments around the world safely, efficiently and expediently. We are proud to partner with the United Nations to support this global effort and provide equitable access to COVID-19 vaccines.

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