Sept. 10--As an executive shake-up causes major turbulence for United, the Chicago-based airline unveiled a cushy landing spot Wednesday for more than just its departing CEO that it hopes will improve its standing among passengers: wider leather seats in first class.
The airline will install new first-class seats in its 1990s-era fleet of Airbus A319 and A320 jets with designs that include mobile device charging outlets and granite cocktail tables. The airline previously upgraded economy and economy plus, but first class is still using its original furnishings, which airline executives say are overdue for replacement.
"It was just time," said Maria Walter, United's managing director of product and brand strategy. "We did a hard look at our fleet."
United will begin installing about 1,700 of the new first-class seats in 152 Airbus jets this month and expects to complete the upgrade by the end of 2016. There are about 500 jets in United's domestic fleet overall, including other Airbus and Boeing models that are not getting the seat upgrade.
At 21.1 inches, the new seats are nearly 2 inches wider than the current first-class seats. They also feature a center console that's wide enough to prevent armrest battles with neighbors.
The Airbus A319 and A320 planes will also get new carpet in first class and in-seat power outlets in economy plus.
"Our team spent a lot of time on attention to detail, to create a quality product that not only is going to look good when it's installed, but hopefully continue to look good when it's on board," said designer Nigel Goode.
The seats are part of a broader makeover that helps unify the airline under one design five years after United merged with Continental.
A gate redesign is also part of the plan at United hubs throughout the U.S., based on a prototype launched at O'Hare International Airport. Gates B-4, B-8 and B-10 in Terminal 1 feature power outlets throughout, technology bars and shorter clusters of seats. The areas also feature lower agent desks designed to feel more approachable for passengers, Walter said.
Beyond Chicago, United's new gate designs are rolling out in Boston, San Francisco, Los Angeles and Houston, a transformation that also will take place through the end of 2016.
Walter said passenger reaction at O'Hare to United's previously announced room scent called Landing has been mixed as the airline tinkers with optimal levels without overpowering travelers.
As United works to upgrade its amenities, most passengers would probably settle for more on-time flights. But Walter expects the improvements to have an impact on customer satisfaction.
"If we can do all these things right, I think that will be a meaningful change," Walter said.
