United Airlines | “Gate of the Future” New Concourse and Departure Gates

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.

Chicago, IL


150,000 sf

Square footage


Project completion

Project Team

O’Hare was United’s first station to roll-out their “Gate of the Future” initiative and they took the rare opportunity of updating all holdroom interiors to completely rethink the passenger experience through the use of new flooring & finishes, contemporary powered furniture and innovative digital technology.

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