United Airlines Announces Revamped Experience for Club Members
It's no secret that traveling can be stressful.
Therefore, United Airlines' announcement this week that it plans to upgrade its airport lounges is sure to be a popular one among air travelers.
United announced on Wednesday that it will overhaul the customer experience within its United Clubs with upgrades including a new and healthier menu of complimentary food, extensive renovations and a brand new 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 United's vice president of customer experience Jimmy Samartzis.
"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."
A Greek yogurt bar and a hot oatmeal station are among the highlights of the all-new food menu, which is designed to emphasize "freshness, variety and quality."
So far, it appears the menu delivers on all three, courtesy of traveler Igor Matlin:
Here's another look at some of the new selections via travel writer Jason Rabinowitz:
"It's something that our customers have been asking for," Samartzis said during an event at Chicago O'Hare on Tuesday via Gregory Karp of the Chicago Tribune. "The food is a major upgrade relative to what we have today."
United Clubs members relaxing in lounges in Houston, Denver, Newark, Los Angeles, San Francisco and Washington Dulles can expect the menu by the end of summer, while all United Clubs worldwide will boast the new options by the end of 2015.
Also scheduled to take place this year, United will undertake renovations at clubs at Chicago O'Hare, Washington Reagan, Hong Kong and Tokyo Narita.
Meanwhile, the airline will construct new clubs in Atlanta and San Francisco.
The goal is for the refurbished lounges to take on a more modern feel and to highlight the upgraded amenities. But already its clear that United has a successful blueprint to build on:
"United's recent renovations at London Heathrow have been nominated by the American Institute of Architects for the Design Excellence Award for Interior Architecture" states the company's press release. "The London club is also a finalist for the 2015 Design Et Al International Yacht & Aviation Awards in the category of Commercial Aviation, First Class Lounge."
In order to adopt a hospitality-focused customer service mindset, United plans to train its agents using a new program that reflects standards omnipresent in the hotel industry.
More by Patrick Clarke
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