United Airlines to improve its passenger lounge experience

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United Airlines has announced that it is transforming the customer experience in its United Club lounges with upgrades including an overhauled complimentary food menu. The company will also be conducting extensive Club lounge renovations and will be delivering a hospitality-focused approach to customer service.

Jimmy Samartzis, vice president of customer experience for United Airlines, said, “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. 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.”

The new complimentary food areas will be expanded to include a Greek yogurt bar and hot oatmeal station, as well as snacks such as hummus with pretzel crisps and peppers. United Airlines will also launch an upgraded of its premium wines, beers and spirits including Laurent-Perrier champagne and Trinchero Family Estates wines

In the coming year, the airline will renovate its lounges in Chicago O’Hare, Hong Kong, LAX and Tokyo Narita international airports, as well as Ronald Reagan Washington National Airport. It will also build new clubs in Hartsfield-Jackson Atlanta and San Francisco international airports. Each lounge will reflect the new, modern United style with upgraded amenities.

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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