United tests app-based gate ordering at Newark Liberty Airport

United Airlines is testing a new digital ordering service at Newark, allowing passengers to order food and travel essentials through the app and collect them at the gate, helping save time during tight connections.

Summary:

United Airlines is testing a new in-app ordering service at Newark Liberty International Airport, allowing customers to order food, drinks and travel essentials in advance and collect them at the gate.
The service is designed to save time and reduce friction for passengers, particularly at a busy connecting hub where travellers may have limited time between arriving at the gate and boarding.
United plans to expand the pilot to Houston later this year, with customer feedback informing potential rollout to other airports and future integration with seatback inflight entertainment systems.

United Airlines has launched a new, time-saving benefit for customers: the ability to order food, drinks and other travel essentials in advance through the United app and have their order waiting at the gate. The airline is testing the new service on select flights departing from or connecting through up to nine designated gates in Terminal C at Newark Liberty International Airport.

Customers receive a pre-departure push notification via the United app or email that lets them pick from a selection of sandwiches, salads, drinks, kids meals, chips, candy and more, as well as travel essentials like select over-the-counter medicine, travel pillows and charging cords. Items are available on a designated pick-up shelf to enjoy at the gate or to bring onboard.

“We focus on where the travel experience can be simpler for customers and innovating to remove friction along the way,” said David Kinzelman, Chief Customer Officer, United Airlines. “The time right before boarding is one of those moments when customers want quick, easy access to food without added complexity. Newark is a high-volume connecting hub where customers often have limited time between arriving at the gate and boarding, making it an ideal place to pilot this type of service.”

The test service is available on select flights departing from or connecting through designated gates in Terminal C. These gates service the airline’s domestic and international departures, including both narrow-body and wide-body aircraft. As part of this pilot programme at Newark, United is collaborating with OTG to support the preparation and delivery of meals from participating airport restaurants, including Nonna’s Kitchen and Victory Grill.

United will expand the pilot to Houston later this year, with popular national restaurant brands and more options for customers to pick up food or have it delivered directly to their gate. United will collect customer feedback throughout the pilot to evaluate interest in the service and inform potential future expansion to other airports. If expanded, United will integrate the service into its seatback inflight entertainment screens for an even more seamless ordering experience.

As part of United’s broader effort to elevate the customer experience, the airline is continuing to introduce new digital tools that help customers save time and make travel more seamless – from the ongoing rollout of Starlink WiFi across its fleet to new app innovations, such as the Transportation Security Administration (TSA) wait times tracker, that help customers navigate their journey with ease.