United tests gate-side food delivery at Newark Liberty airport
United Airlines is piloting a new service at Terminal C that lets travelers order food, drinks and other essentials through the United app and have them waiting at the gate by the time they board.
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Sprinting to a gate at Newark Liberty International Airport might not mean skipping lunch anymore.
United Airlines is piloting a new service at Terminal C that lets travelers order food, drinks and other essentials through the United app and have them waiting at the gate by the time they board.
The program, which has been running for about a month, is limited to select flights departing from or connecting through nine gates, C125 through C138, that handle both domestic and international flights.
Here's how it works:
Eligible customers get a push notification through the app or by email before they even reach security.
From there, they can order sandwiches, salads, kid's meals, snacks and drinks, along with travel essentials such as over-the-counter medicine, travel pillows and charging cords.
The order is placed on a designated shelf near the gate, and an attendant keeps watch to make sure it goes to the right traveler.
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"We know these things are inevitable when you're on your way to the airport," said Mick Bormann, United's Newark managing director of customer service. "They place the orders. We make sure it's ready. They pick it up right in the gate area. They're ready to go."
United is working with OTG, which runs dining at the airport, to prepare and deliver the food from participating restaurants, including Nonna's Kitchen and Victory Grill. Evelyn Panteloukas, OTG Management's senior director of operations excellence, said the menu will provide breakfast, lunch and dinner.
“From yogurt perfect to avocado toast. We have pancakes on the menu. And then during lunch and dinner we have salads and sandwiches. And then we do all of our top snacks and travel essentials as well,” said Panteloukas.
The airline plans to expand the pilot to Houston later this year, adding national restaurant brands and more delivery options. United says it will use customer feedback from both cities to decide whether to roll out the service to other airports, and if it does, the company says it eventually wants to build ordering directly into seatback entertainment screens.
