Client: United Airlines
The United Club FlySM for United Airlines originated from a shift in passenger behavior observed by United Airlines. At major hub airports—like George Bush Intercontinental Airport (IAH), a growing number of travelers had limited dwell time yet still sought a premium food and beverage experience. An alternative was needed for traditional lounge models, focused on seating and extended stays, to serve this segment efficiently. The project began as an exploration of how a lounge could instead prioritize speed, clarity, and quality rather than length of stay. One of the primary challenges was designing a space with no seating, a departure from every established lounge precedent. The interior needed to feel welcoming and premium while encouraging constant movement. This required careful orchestration of circulation, sightlines, and service zones so guests could intuitively understand the space and complete their visit in minutes without congestion. The design process centered on workflow and user experience. Food, beverage, refrigeration, and checkout areas were organized as a seamless sequence, allowing guests to enter, select items, and exit effortlessly. Back-of-house operations were tightly integrated but visually concealed, ensuring staff could replenish and service the space without interrupting guest flow. Lighting, materiality, and scale were calibrated to create a calm, elevated atmosphere that counterbalanced the fast pace of travel. Construction presented its own constraints, including a compact footprint, active terminal operations, and a compressed schedule. Coordination among trades was critical to integrate high-capacity food systems, lighting, and millwork within limited ceiling and floor zones, all while maintaining airport safety and phasing requirements.
