United Airlines has recently announced a significant upgrade to its customer service experience at Guam’s Antonio B. Won Pat International Airport. According to United Airlines General Manager-Airport Operations Tammy Castro, these changes have resulted in a notable increase in efficiency and check-in ease during the busy Thanksgiving holiday.
This upgrade was a major undertaking by United’s corporate real estate and facilities, as well as their digital department, for their plans in 2025. “They worked diligently to not only change the appearance but also improve our customer service,” said Castro. She also expressed excitement for customers to experience these changes when they travel with United Airlines.
The departure area for United Airlines at the Antonio B. Won Pat International Airport has been completely renovated. Sam Shinohara, United’s managing director of airport operations for Asia and the Pacific, stated that the experience at this location will be no different from major hubs such as Chicago, San Francisco, New York, or Los Angeles. “We have changed everything from the ceiling to the floor to the back wall,” said Shinohara.
One of the highlights of this upgrade includes new self-service capabilities, such as upgraded kiosks that can handle various tasks like check-in, upgrades, and prepaid baggage. Shinohara noted that these kiosks are equipped with the latest technology and are 50% faster than the previous system.
Additionally, United has plans to enhance its regional fleet by introducing newly retrofitted Boeing 737 MAX aircraft with features such as on-demand in-flight entertainment, larger overhead bins, and improved interiors. “If you’re a frequent traveler on the Island Hopper, you know the struggle of watching the first 40 minutes of a movie repeatedly. With on-demand entertainment, you control the experience,” joked Shinohara. The new aircraft will also have enough storage space for every customer’s roller bag, eliminating the need for routine gate checks.
The unveiling event was attended by various government officials, including Governor Lou Leon Guerrero and Lt. Gov. Josh Tenorio, who praised United’s new customer experience improvements. Governor Leon Guerrero acknowledged the advanced technology and customer-centric approach to traveling, while also highlighting the economic benefits of transportation for the island. She also urged United to expand its services to regional destinations, including Saipan, to help boost the economy and support the needs of residents and military families.
Meanwhile, Lt. Gov. Tenorio emphasized the essential role United plays in providing life-saving transportation during natural disasters, the COVID-19 pandemic, and medical emergencies requiring off-island care. He thanked United for being a reliable lifeline for the island.
Chair of the Guam Visitors Bureau Board of Directors George Chiu and Chair of the Guam International Airport Authority Board of Directors Brian Bamba also spoke highly of United’s lobby enhancements and its partnership and commitment to the region. Chiu described United as the “hometown carrier” essential to Guam’s tourism recovery, while Bamba praised the airline for bringing innovations that will improve the services for passengers.