For the tenth consecutive year, Global Traveler recognizes excellence in travel, naming the 2020 Airline of the Year and Hotel of the Year.
Technology and travel continuously evolve, and providers must adapt to meet travelers’ changing needs. The events of the past year paused travel for months, and as it returns, travelers are prioritizing companies that acted swiftly, adopted rigorous cleaning protocols, and followed evolving health guidelines.
This year United Airlines and Hilton Hotels stood out for their responses to the pandemic and their ongoing commitment to customer safety and comfort. Both brands adjusted operations, listened to guest concerns, and implemented measures designed to restore confidence in travel.
A select group of Global Traveler staff and Advisory Board members evaluates nominees each year. They consider financial performance, operational metrics such as boarding and loading efficiency, safety procedures, onboard and in-room offerings, and overall brand reputation when selecting winners.
UNITED AIRLINES
AIRLINE OF THE YEAR 2020
United’s origins date to 1926 with Varney Airlines, and the carrier has played a significant role in aviation history. In 1984 United became the first airline to serve all 50 U.S. states. In 1997 United joined other carriers to found Star Alliance, the first global airline alliance, expanding international connectivity for travelers.
United has continued to innovate in products and service. In 2016 the airline launched United Polaris, a premium onboard and lounge experience offering enhanced seating, improved amenities, upgraded dining, and increased privacy for rest on long-haul routes.
In response to COVID-19, United focused heavily on cleaning, safety, and operational flexibility. The airline introduced United CleanPlus in partnership with Clorox and the Cleveland Clinic, applying advanced surface-disinfection practices and medical guidance to shape cleaning and social-distancing protocols.
Recognizing how travel plans can change, United permanently eliminated change fees on economy and premium cabin tickets for travel within the United States, a customer-focused policy shift that provides greater flexibility. The airline also implemented mandatory onboard mask policies and began offering rapid COVID-19 testing for passengers on select flights.
For its operational adjustments, health and safety initiatives, and policies aimed at making travel more predictable and secure, United Airlines is named Airline of the Year 2020.
HILTON HOTELS
HOTEL OF THE YEAR 2020
Conrad Hilton opened his first hotel in 1919, and the brand has since been known for innovation in amenities and guest services. Early milestones include offering running water and air-conditioning, placing televisions in guestrooms, and pioneering multi-property reservation systems. Hilton properties have repeatedly led the industry in new guest conveniences and sustainability achievements.
Today Hilton operates in more than 100 countries and territories with 18 distinct brands, delivering a range of experiences for diverse travelers and occasions.
PHOTO: © HILTON HOTELS
During the pandemic Hilton implemented enhanced cleaning measures across its portfolio. Properties increased the frequency of cleaning in public spaces, adopted hospital-grade disinfectants, and placed hand sanitizer stations throughout hotels. Hilton partnered with RB, the maker of Lysol and Dettol, to develop the Hilton CleanStay program, which adds contactless check-in and check-out, digital-key access through the Hilton Honors app, disinfecting wipes in guestrooms, and other hygiene-focused improvements.
Hilton also focused on workforce support by connecting displaced team members to short-term roles created during the pandemic, demonstrating a commitment to employees as well as guests.
Recognizing that travelers are eager to plan future trips, Hilton joined the “Let’s Go There” campaign to encourage planning for future vacations and to reassure travelers the industry will be ready when they choose to return.
For its operational leadership, dedication to guest and employee safety, and continued innovation in hospitality, Hilton Hotels is named Hotel of the Year 2020.