United Airlines passengers waiting to board flights at Bush Intercontinental Airport will be able to play electronic games, order food and drink and make other retail purchases without having to leave the gate under a new multimillion-dollar renovation plan being announced Thursday.
The plan, which includes the addition of some 8,000 iPads for public use in Bush’s three United terminals, is based on a concept the carrier began implementing in 2014 at Newark Liberty International Airport in New Jersey. Fliers can see some of the first new elements in Terminal E, where temporary versions of CIBO Express Gourmet Markets are selling healthy food options from local suppliers.
The most noticeable changes will be inside the Terminal C north concourse slated to open early next year.
“Houston was the next logical choice, and we will continue to look for opportunities to roll out this program where we can,” United’s vice president of corporate real estate, Gavin Molloy, said Wednesday.
“We really believe that the ground experience is an integral part of the traveler’s journey.”
Other upgrades at Terminals C, E and B South include lounge-style seats with USB power outlets and restaurants getting help from some of Houston’s most notable chefs. In the new C North concourse, for instance, Roland Laurenzo of El Tiempo Cantina will create a taqueria; Ryan Pera of Coltivare will design local, seasonal pizzas; and Chris Shepherd of Underbelly will help open a tavern catering to the region’s diverse tastes.
“We’re working together to create the best customer experience,” said Rick Blatstein, CEO of OTG, which will oversee the food, beverage and retail operations.
OTG invested more than $120 million in the Newark project. It hasn’t released a price estimate for Bush Intercontinental but said it’s a larger project.
United hopes upgrading its terminals will improve the customer experience. The airline ranked last among traditional carriers in the J.D. Power 2016 North America Airline Satisfaction Study, which was released Wednesday.
Jack Stelzer, a retired Houston-based airline consultant, said United’s terminal upgrades will “somewhat temper the passengers’ angst” after getting through the Transportation Security Administration checkpoint. Anything airlines can do to make travelers feel more comfortable and pampered is good, but United will still have to perform well operationally.
Travelers place a higher level of importance in arriving on time and with their luggage, Stelzer said.
OTG wants to give the airport terminals a strong Houston vibe.
“The Houston experience should be the Houston experience,” Blatstein said. “That’s why we work with local chefs.”
He said the company watched Houston for two years to select these chefs.
“You guys have an amazing culinary scene,” he said.
Chefs will help with the restaurant concepts and menus. They will also train chefs to work at the airport and connect OTG with local suppliers.
“We source where they source because you really can’t get the flavor unless you’re sourcing local,” Blatstein said, emphasizing the company’s desire to properly represent the chefs.
The dining and retail spaces are being designed by the Rockwell Group architecture firm. The terminals at Bush Intercontinental are expected to complete their transformations by 2021.
Randy Goodman, business development coordinator for the Houston Airport System, described United’s partnership with OTG as “innovative and creative.”
“The mission of the Houston Airport System is connecting the people, businesses, cultures and economies of the world to Houston,” Goodman said in an email. “We must continue to invest in our terminals to meet air traffic growth and the wants and needs of our customers.”
This arrangement is possible because the terminals getting a makeover are leased entirely to United, Goodman said. The airline is responsible for all costs associated with these terminals and is responsible for managing concessions.
“This arrangement is advantageous for the city of Houston because it frees up capital and resources to be used elsewhere at the airport,” he said in the email.
Chron
United Airlines investing in passengers experience at Houston
