For the fourth consecutive year, Global Traveler honors outstanding leadership and exceptional hospitality in the travel industry with its Airline of the Year and Hotel of the Year awards. The 2014 recipients of these prestigious awards are United Airlines (Airline of the Year) and Marriott Hotels (Hotel of the Year).
A panel of Global Traveler staff and Advisory Board members selected the winners based on information provided by participating airlines and hotels, combined with independent research and firsthand experience.
Participation is by invitation only. Invited airlines and hotels complete an application and submit relevant information such as financial data, occupancy rates, load factors, on-time performance, safety records and culinary offerings. If an invited company does not submit the required materials, the selection committee evaluates it using independent research. Once chosen as a winner, an airline or hotel is ineligible to participate for three years. In 2014, 18 airlines and 20 hotels were invited to take part. The selection meeting was held Sept. 25 at Philadelphia’s Union League.
“The Airline and Hotel of the Year awards represent the pinnacle of achievement in the industry. Selecting winners requires careful review of each nominee,” said Francis X. Gallagher, publisher and CEO of Global Traveler. “Our team and Advisory Board members evaluate each nomination thoughtfully and vote for the best in each category, weighing factors such as performance, customer experience and brand reputation.”
Below are the 2014 Airline and Hotel of the Year winners.
United Airlines © United Airlines
United Airlines
Airline of the Year 2014
United Airlines stands out for its comprehensive investments in service, comfort and amenities. The carrier has worked to enhance the customer experience both in the air and on the ground, offering modern conveniences, personalized service and sustainability initiatives that appeal to today’s travelers.
United’s premium cabins include 180-degree flat-bed seating on many aircraft, extensive on-demand entertainment and elevated menu offerings. The airline was the first in the world to offer all flat-bed seats in BusinessFirst on transcontinental flights between New York and Los Angeles or San Francisco on its refreshed p.s. fleet. United also began rolling out redesigned menus through mid-2015 to provide premium passengers with chef-inspired dishes and fresh ingredients.
United emphasizes a seamless experience beyond the cabin. Frequent flyers and premium customers benefit from dedicated Global Services reception lobbies in Newark, Chicago and San Francisco that provide one-on-one service, private check-in and expedited security access.
To enhance lounge access, United opened two new lounges in the Queen’s Terminal at London Heathrow featuring floor-to-ceiling windows, distinctive aviation-themed décor and complimentary food, beverages and WiFi. The airline also expanded its Mercedes-Benz tarmac transportation service across U.S. hubs, offering chauffeured transfers for top customers at more airports than any other carrier.
United invests in an intensive cabin crew training program that blends service skills, regulatory knowledge and innovative security training. This program prepares flight attendants to deliver high service standards and manage non-routine events while maintaining passenger safety.
The airline continues to expand its route network and modernize its fleet. With major hubs across the U.S., United serves hundreds of airports on six continents and added new Boeing aircraft in 2014, including its role as the North American launch customer for the 787-9 Dreamliner. As a founding member of Star Alliance, United provides connections to many international destinations through partner carriers.
United also pursues environmental stewardship across operations. Its four-pillar environmental strategy focuses on reducing fuel use and improving efficiency, investing in alternative fuels, reducing waste and engaging employees and partners in sustainability. Since 1994 the airline has improved aircraft fuel efficiency significantly and has recycled millions of pounds of aluminum, paper and plastic. Eco-friendly measures include energy-efficient facility upgrades and recyclable on-board beverage cups made from recycled plastic.
“We are pleased our customers recognize the progress United Airlines is making. We are investing in products and services that matter to customers—on board, in airports and through digital channels—while advancing our MileagePlus program and co-branded credit cards,” said Thomas F. O’Toole, senior vice president, marketing and loyalty, and president of MileagePlus.
United Airlines continues to grow its reach while enhancing passenger experience through superior amenities, personalized service and sustainability efforts.
AIRLINE OF THE YEAR 2014
United Airlines
HONORABLE MENTION
Delta Air Lines
Air Canada
Marriott Hotels
Hotel of the Year 2014
Marriott Hotels, the flagship brand of Marriott International, operates more than 500 properties in nearly 60 countries and was recognized for forward-thinking initiatives under its Travel Brilliantly platform. The brand’s focus on thoughtful design, modern amenities and guest-driven innovation helped secure the Hotel of the Year award.
Marriott Hotels serves a wide range of travelers with properties from Hawaii and Australia to New York City and the deserts of Egypt and New Mexico. The brand’s Travel Brilliantly campaign launched new concepts that blend work and leisure, increase flexibility and invite guest feedback to shape future offerings.
Innovations that appeal to business travelers include the Greatroom Lobby design, which creates a welcoming, multifunctional space for work and relaxation with comfortable seating, expanded food and beverage options and complimentary WiFi. Workspring at Marriott introduced purpose-built integrated spaces for small meetings, while Workspace on Demand allows guests to book Greatrooms and meeting rooms quickly, either free or paid.
For event organizers, Red Coat Direct provides a mobile channel to send service requests to on-site managers, simplifying pre-event and mid-event communication.
Marriott also invited guests to contribute ideas via its Travel Brilliantly platform. In about a year, the campaign collected roughly 2,500 suggestions spanning design, culinary and technology enhancements. Several traveler-inspired concepts have been implemented, including nutritious vending machines and wireless charging stations. The healthy vending prototype at Chicago Marriott O’Hare offers fresh, locally sourced salads, sandwiches and snacks. Wireless portable chargers for Apple, Android and Windows devices have been placed in Greatroom lobbies to address guests’ power needs.
Marriott Hotels expanded mobile check-in and check-out globally for Marriott Rewards members, supporting convenience and speed for travelers. Marriott Rewards remains one of the industry’s longest-running loyalty programs, with more than 45 million members across multiple brands.
“We appreciate this recognition as confirmation that our investments in the Marriott Hotels brand are delivering value for guests. We continue to expand technology and guest communication tools and to develop traveler-inspired amenities like healthy vending and wireless charging in our Greatrooms,” said Paul Cahill, senior vice president for brand management, Marriott Hotels.
Marriott Hotels was honored for its innovative approach to hospitality, guest-focused programs and modern amenities that advance the future of travel.
HOTEL OF THE YEAR 2014
Marriott Hotels
HONORABLE MENTION
Hilton Hotels & Resorts
InterContinental Hotels & Resorts
Marriott Hotels © Marriott Hotels