As many of you know I have been GS for many years -- but due to some life changes post COVID I travelled a bit less on UA this past year and was offered a challenge to get back to GS -- spend $18k in 4 months and you can stay GS.... Given that my wife and I live and work in both Tokyo and NYC this was a no brainer -- as the ability to upgrade economy award tickets to J on UA was an amazing perk -- even if the soft product sucks -- as we all know it does....

Fast forward to today -- I'm completing my GS challenge run and I chose my flight carefully -- I wanted to find a flight where the plane coming in would be the plane coming back -- and I spent $14k for two one ways to / from ZRH -- and then it all went sideways.....

I got to ZRH just fine -- and enjoyed a custom omelette in the E lounge (many have said that's not available - trust me the bored chef's in the lounge LOVE to make something special for those that ask).... And then -- the drama began....

United in their infinite wisdom (aka revenue management) decided to take the plane that was supposed to go back to EWR -- my plane for my flight back -- and sent my plane to ORD -- and left the ORD plane -- which was broken -- to fly back to EWR -- with a delay of 3.5 hours..... During thins time in the Swiss E lounge their were multiple announcements for pax to come to the lobby for an update -- each time I went to the lobby and the "UA" rep asked if I was GS -- I had to say no since I was temporarily 1k and I'm an honest person -- so she wouldn't even talk to me -- and this happened twice!

I've never felt less important to UA -- I spent $7k to fly to ZRH and $7k to fly back -- and I couldn't even speak to her! There were 3 or 4 other GS's that were treated very well -- and re-accommodated on the 5pm Swiss Air flight -- before they even cancelled the flight.... I was truly amazed that she wouldn't even be bothered to speak to a lowly 1k in the lounge -- it was humbling but informative....

Much more humbling was trying to get some help as a 1k! I tried to call the 1k line -- but it was 4am US time and could never get a human -- so I called the GS line -- and was immediately sent to the general members queue -- with an estimated wait time of 30 minutes.... I knew things were going to go sideways -- but I couldn't do anything....

Fully as expected -- UA cancelled the flight back to EWR after 4 hours of delays waiting for a "part" -- I was in the lounge when I got the cancellation notice -- online the rebooking options had me living in the airport for two days -- I decided to take a chance and called the GS line again and begged the person that answered not to transfer me -- I told her I was on a GS challenge mileage run and was stranded in ZRH. She took pity on me and found me a path home -- via LHR in Y - and one that preserved my J seat over the Atlantic home...

My key learnings:

1. If you aren't GS you don't matter to UA
2. See Number 1

I'm sorry if I've ever said anything negative about someone's 1K / lower experience on UA here -- today was a huge wake up call and I've never felt so worthless to UA as I did today -- if someone hadn't taken pity on me I'd still be in Europe tonight -- very humbled -- and very angry....