United Airlines trials app-based food service at airport gates

United Airlines is trialling a new service that allows passengers to order food, drinks and travel essentials through its mobile app and collect them at their departure gate.

image: United Airlines

The pilot is currently operating at Newark Liberty International Airport in New Jersey, where the airline is testing the service on selected flights departing from or connecting through up to nine gates in Terminal C.

Passengers receive a notification through the United app or by email before departure, allowing them to select items including sandwiches, salads, snacks, children’s meals and drinks. The service also offers travel essentials such as charging cables, travel pillows and selected over-the-counter medicines.

Orders are prepared by participating airport restaurants and handled by airport hospitality operator OTG. Customers collect completed orders from a designated shelf near their gate, either to consume in the terminal or take on board.

The trial covers gates serving both domestic and international flights. United said Newark was selected because it is a high-volume connecting hub where passengers can have limited time between arriving at a gate and boarding their next flight.

David Kinzelman, United’s chief customer officer, said the airline was focusing on areas where technology could simplify the passenger journey, including providing quicker access to food before boarding.

The airline plans to extend the pilot to Houston later this year, with additional restaurant partners and more options for customers. United said it will use customer feedback from the pilot to assess demand and determine whether the service should be introduced at other airports.