Originally Posted by
EWRFlyerAL
....edited Throughout all of this there were no agents meeting my flight, no updates to my reservation proactively. It did not feel like the way GS used to.
Not surprised. Three or 4 flights ago, I had a connecting flight: CHS-IAD-SFO. (And I HATE connecting; and on United, a flight into or out of CHS to/from the West Coast is challenging.) When the IAD-SFO leg boarded and rolled out to the runway, we had a mechanical. Then, the crew timed out. I asked the GA if there was a GS representative available and she said "no," but directed me to an obscure office where I could them. Then, another GA said, "No, you can't go there" and provided a useless rationale as to why not. I wasn't up for the confrontation. So, I called GS to be protected on ANY flight to return to SFO that evening. The first agent wasn't helpful. She seemed new and not sure what to do. I immediately hung up, called again, and the second agent (experienced, better informed) protected me on two flights. (Both required another stop at DEN.) Middle seats, but oh well. I was happy she found any seat at that point. Ultimately, they found a new crew and 4 hrs later, we boarded the original, direct flight to SFO.
If there are helpful and PRESENT GS agents when something goes wrong, let me know! I haven't seen any when things go awry. They always seem to be present when I board an on-time flight, but when the flight is seriously delayed or cancelled, they are no where to be found. That's been my experience in the last 3 or 4 years (prior to the pandemic). My best guess is that with the rise of the Internet, the pandemic, and their new QR code assistance, they're moving away from person-to-person interaction. Which is fine. Just try to be helpful, please, if you believe that a GS flyer is important. Otherwise, don't offer the service.