To enhance the customer experience and streamline the boarding process, United Airlines introduced the “Gate of the Future” design concept for a new departure gate layout in both Concourses B and C at O’Hare International Airport (ORD). The new layout introduced additional self-service technology for customers to access Agent on Demand, make reservation adjustments during irregular operations, and print boarding passes/bag tags. The design also improved passenger flow with a combination of new flooring materials and a wide variety of powered furniture. Holdroom lighting and finishes were also upgraded, with a refresh of United’s corporate branding.

Cotter provided project management services as an extension of staff to United’s Corporate Real Estate division to complete the enhancements to fifty-five (55) gates in Terminal 1. Cotter’s services included estimating, scheduling, contract administration, change management, procurement of Owner-supplied technology and FF&E, daily field coordination of the work with United’s Airport Operations, Digital Technologies, Customer Service, and Facilities Maintenance sections.