United debuts revamped Polaris Lounge in Chicago — here’s a look inside

Airport lounge overcrowding isn’t just limited to credit card-branded outposts.

Even the most exclusive airline lounges can get busy, especially during peak departure banks. United Airlines admits that its lounges can suffer from this problem — “quite frankly, some lounge[s] are getting a little constrained and overcrowded,” Aaron McMillan, United’s managing director of hospitality programs, told TPG — but it’s doing as much as it can to address this.

While tightening access policies helps, the ultimate panacea for lounge overcrowding is making outposts bigger. The problem, however, is finding enough airport real estate to support lounge expansions. But sometimes opportunities arise to capture more real estate, such as when a concessionaire located next to a lounge closes — which is exactly what United has capitalized on at some of its most heavily trafficked membership-based clubs and business-class-only Polaris lounges.

United’s latest lounge expansion, the Polaris Lounge at Chicago’s O’Hare International Airport (ORD), is now open to welcome premium flyers. This location was actually the airline’s first-ever Polaris Lounge when it opened in 2016, and it’s been quite busy ever since, especially when flights to Europe depart during the afternoon and evening.

Nearly a decade later, the space just got a big upgrade — and here’s everything you need to know about it.

Eagle-eyed United flyers will quickly notice the updates when they step inside. That’s because the directional fonts and Polaris logo have all been updated to reflect United’s new brand identity.

These changes help subtly modernize the space — but don’t worry, you’ll find more serious upgrades once you’re inside.

When you walk in, you’ll be in the “old” area of the lounge, but there’s nothing dated about it. United either reupholstered or replaced all of the furniture in this area: in with the green couches and maroon recliners and out with the drab gray furniture.

The layout as you enter is pretty straightforward and will be reminiscent of the previous lounge. There’s the reception desk, rows of individual workstations and bench-style seating.

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Right near the entrance is the lounge’s buffet, which features a rotating selection of all-you-can-eat breakfast and all-day fare.

(United’s Polaris catering has recently seen a noteworthy investment, and those dollars are paying off — everything I tried was delicious.)

The buffet area gives way to another small relaxation space, as well as the wellness area.

The wellness area features shower suites and relaxation pods with Therabody massage chairs. You can also rent some Therabody equipment, like a Theragun massage gun, during your stay in this area.

Near the entrance, you’ll find some more seating and the lounge’s modernized primary bar, which should look familiar to Chicago-based flyers.

Before these updates, this is basically where the lounge ended. A small dining area behind the bar offered a la carte service, but that was basically it.

Now, however, there’s lots more to get excited about.

United Polaris Lounge Chicago upgrades

To start, the lounge’s footprint now extends far beyond the primary bar.

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Behind the bar, the space where the old a la carte dining area used to be is now home to more couch- and recliner-style seating. This area lines the lounge’s exterior windows, providing plenty of natural light and fantastic tarmac and airplane views.

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Better yet, the furniture has also received a big upgrade — United is now sourcing pieces from Crate&Barrel, making this area feel more like a showroom on Michigan Avenue than an airport lounge.

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ZACH GRIFF/THE POINTS GUY

Crate&Barrel’s design philosophy seems to have extended to the decor along the walls and the new privacy partitions between the seats. I’m a big fan and hope this tie-up extends to additional Polaris lounges nationwide. (In fact, this is the first United lounge that actually looks like it could’ve been designed by the folks in Atlanta.)

Another new addition with the expansion is a second beverage-and-snack station that bisects the space.

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On the other side of this beverage station are five new private phone rooms that are available on a first-come, first-served basis.

The next big upgrade is a second bar. This one, however, feels more like a hidden speakeasy, as it features an entirely distinct (but also inviting) design scheme.

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This bar works tighter hours, as it will only be staffed (and open) during peak travel windows, such as before afternoon and evening long-haul departures. It’ll also feature its own unique cocktail list and is branded as “Chicago’s best-kept secret.”

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ZACH GRIFF/THE POINTS GUY

Beyond the secondary bar is even more seating; United has expanded the lounge’s footprint by nearly 40%, adding more room for flyers to spread out. The lounge now measures a whopping 43,000 square feet with room for just under 360 passengers.

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There are two other new areas in this space.

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The first is a stand-alone dining room, also available on a first-come, first-served basis. It too was designed in partnership with Crate&Barrel, and pieces of the brand’s signature flatware and dinner service collection are waiting for you on the tables.

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ZACH GRIFF/THE POINTS GUY

This space is the nicest dining area I’ve seen in a Polaris Lounge — and I’m sure it’ll be quite popular with flyers. The good news is that it seats up to 50 guests, far more than the old lounge.

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Next to the dining area is a semiprivate hallway with nine new relaxation pods. With dim lights and artwork inspired by Chicago’s architecture and Lake Michigan, this feels like the ideal place to unwind before boarding your flight.

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Just beyond this space is a hallway featuring all-gender restrooms. United added a bunch more of these individual bathrooms, so there shouldn’t be a wait to use the restroom.

One thing that hasn’t changed is the lounge’s access policies, which are detailed in TPG’s comprehensive guide to United’s lounges. For most guests, you must have a confirmed ticket in United’s long-haul Polaris business class to enter.

Bottom line

All in all, the expanded and renovated Chicago Polaris Lounge is a major update for the hometown carrier.

Not only does the outpost include more seating, a second bar and additional amenities, such as a proper dining room and second bar, but the design itself also feels far more modern and inviting.

While this might be the first Polaris Lounge to get a refresh and expansion, it won’t be the last. United is currently undertaking a similar project at Newark Liberty International Airport (EWR), and it’s in the process of master planning its lounge spaces at some of its other hubs, such as Houston and San Francisco, McMillan said.

Hopefully, the future upgrades will look similar to what United has done at O’Hare, because it knocked this one out of the park.

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