Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > United Airlines | MileagePlus
Reload this Page >

Introducing United Exclusive Assistance "United Signature Service" [Q&A-Experiences]

Old Aug 14, 2017, 6:18 pm
FlyerTalk Forums Expert How-Tos and Guides
Last edit by: WineCountryUA
Link
Seamless travel, defined. Depart effortlessly. Arrive stylishly.

United Signature ServiceSM, provided by Global Airport Concierge, offers you an elevated level of assistance during your time at the airport. This option is currently available for United customers traveling to, from or through Amsterdam, Chicago O'Hare, Frankfurt, Houston, London Heathrow, Los Angeles, Munich, New York/Newark, Paris Charles de Gaulle or San Francisco.

A United Signature Service concierge will be there to help throughout your time at the airport. Your concierge will monitor your flight, guide you to or from your gate, assist with check-in and arrange any travel changes or airport accommodations that you might need. If you want to relax before your flight, you will have access to one of our United ClubSM locations. We can also arrange for special services such as language assistance, if requested in advance.

Our concierges manage all of your travel details at the airport, so you can focus on enjoying your trip.
More info

VIP Meet & Assist

Departure service

Your United Signature Service concierge will:
  • Meet you curbside or at a designated point of arrival
  • Monitor your flight
  • Assist with priority check-in
  • Expedite security screening through the Premier Access® lane (where available).
  • Arrange United Club access (United Club access is not available outside of USA)
  • Guide you to your departure gate
  • Coordinate special requests
  • Help you rebook or reschedule travel if your flight is delayed or canceled
  • Provide language assistance (if requested at the time of booking)
Connection service
Your United Signature Service concierge will:
  • Monitor your flight
  • Meet you at the jet bridge (or at another designated point)
  • Assist with terminal transfers
  • Arrange United Club access (United Club access is not available outside of USA)
  • Guide you to your departure gate
  • Coordinate special requests
  • Help you rebook or reschedule travel if your flight is delayed or canceled
  • Provide language assistance (if requested at the time of booking)

Arrival service

Your United Signature Service concierge will:
  • Monitor your flight
  • Meet you at the jet bridge (or at another designated point)
  • Arrange United Club access (United Club access is not available outside of USA)
  • Assist you with baggage claim
  • Coordinate with prearranged transportation (optional)
  • Guide you to your preferred mode of transportation
  • Provide language assistance (if requested at the time of booking)

    related: Private Suite @ LAX for UA
    Print Wikipost

    Introducing United Exclusive Assistance "United Signature Service" [Q&A-Experiences]

    Old Jan 21, 2016, 2:38 pm
      #46  
     
    Join Date: Jan 2015
    Posts: 304
    Originally Posted by Michilander
    Even with Global Entry I might find it worth it if it made baggage recheck and reclearing security easier.
    I'd pay $325 for this at IAD when arriving in the afternoon on an international flight.

    More on-topic, I can't see this new service being beneficial except in very specific cases (absent other options and depending on the itinerary, my older parents would benefit). But considering how United handles in-house customer service issues, I'd be afraid of what happens when there's a third-party involved.
    Will Dearborn is offline  
    Old Jan 21, 2016, 2:41 pm
      #47  
     
    Join Date: Oct 2009
    Location: South Carolina
    Programs: UA LT Gold, American Kettle, Hertz #1 Presidents Circle, Marriott LT Platinum
    Posts: 927
    I just don't grasp what the target market is here. I sure don't see anything worth the price to me.
    drowelf is offline  
    Old Jan 21, 2016, 4:55 pm
      #48  
     
    Join Date: May 2001
    Posts: 4,816
    The airlines charge for everything these days, pets, legroom,booking with a live person, UM etc etc

    Which one will be first to charge for wheelchair service?
    worldtrav is offline  
    Old Jan 21, 2016, 5:13 pm
      #49  
     
    Join Date: Apr 2005
    Location: DEN
    Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
    Posts: 2,862
    Originally Posted by gene2632
    My 17 month old granddaughter often says "oh boy". It usually means something went wrong...but sometimes it means she is excited by something. Anyone care to guess her reaction if I could explain this new money grab to her? Mine is Oh BOY, thanks United for once again putting your hand in my pocket for things you used to just do.....maybe I should start charging them for tagging my own bags in LAS?
    That is what it sounds like. Start charging for things that were provided as courtesy previously. Like help with rebooking or checking in. Now I have to pay for that service

    Next time you have a friend or relative visiting the US and traveling on United BEWARE. I see this as an option for United to palm them off to this service as the only way to get yourself through the system. Need help, cannot speak American English - Sorry, Cannot help you. You need to pay $325 and engage that service to get yourself sorted out.

    Last edited by TravellingMan; Jan 21, 2016 at 5:18 pm
    TravellingMan is offline  
    Old Jan 22, 2016, 11:33 am
      #50  
     
    Join Date: Oct 2011
    Location: BUR / LAX
    Programs: UA MM/Gold; WN A-list; HH something depending; Marriott Gold
    Posts: 1,602
    Originally Posted by drowelf
    I just don't grasp what the target market is here. I sure don't see anything worth the price to me.
    The price makes it not worth it to me, but as for target market...
    • Parent(s) flying with multiple kids, carry ons, checked bags, strollers, etc.
    • Single parent w tiny baby (I personally help at least one a month get settled, get thru jetway, etc)
    • Elderly/parents/grandparents not used to navigating the system or who move a bit slow (and who count on us for advice and guidance on everything related to air travel).
    • Business that wants to make their client feel special.
    • Business that won't pay for first class but wants an exec to have fewer hassles.
    • Foreign pax w lack of language/cultural knowledge about USA
    • First time flyers who are intimidated

    I can see it. Especially if it could be used by international pax arriving (as I said earlier, I happily paid for the arrival expedite at CAI just so I wouldn't have to deal with any of it, and it was cheaply bundled with my car pickup service).

    But not at $300.
    abaheti is offline  
    Old Jan 22, 2016, 2:34 pm
      #51  
    FlyerTalk Evangelist
     
    Join Date: Oct 2011
    Location: Anywhere I need to be.
    Programs: OW Emerald, *A Gold, NEXUS, GE, ABTC/APEC, South Korea SES, eIACS, PP, Hyatt Diamond
    Posts: 16,046
    Originally Posted by MrAndy1369
    Am I the only one who sees this as implicit discrimination against people who speak different languages and who are immobile? As in, pay more to speak with someone who speaks your language, or someone who needs assistance in the airport. That should be a free service to people who already pay more to travel to/from the USA, as well as those who already pay a lot out of pocket for wheelchairs, canes, etc.

    My view could be completely skewed, and I could be reading this wrong, but that's kind of how I take it, as someone who has a disability (deafness).
    Not to mention for some destinations, people that speak different languages are already required (i.e. flights to Mainland China, where people must verify home return permits, some of which are the old style that do not have English on them.)
    Some airports are already navigable without any English knowledge at all (i.e. Spanish, French in all Canadian airports, as mandated by law, and Chinese in YVR.)
    AA_EXP09 is offline  
    Old Jan 23, 2016, 3:05 pm
      #52  
    Suspended
     
    Join Date: Jan 2016
    Location: YYZ/SFO
    Programs: UA1k AC SE
    Posts: 16
    Originally Posted by milepig
    OK - it turns out you can price before you enter personal information, so I clicked through. Fairly annoying to fill out the form. At the end the basic package was $325 for 2 pax, Lounge access added another $100. That's as far as I went.
    ouch that's expensive.
    beach bound is offline  
    Old Jan 23, 2016, 3:40 pm
      #53  
     
    Join Date: Jan 2013
    Location: LA
    Posts: 1,281
    Originally Posted by worldtrav
    The airlines charge for everything these days, pets, legroom,booking with a live person, UM etc etc

    Which one will be first to charge for wheelchair service?
    Now if they did that, I bet preboards would drop substantially as well. Always wonder how we can start with 10 wheelchairs from departure but upon arrival only 1 or 2 are needed!
    dank0014 is offline  
    Old Jan 24, 2016, 5:55 pm
      #54  
     
    Join Date: Jan 2010
    Location: LAS, ZQN
    Programs: UA PP (2MM), BA gold
    Posts: 2,281
    Originally Posted by riphamilton
    Unclear whether this is a mobility assistance program, or a VIP scheme.

    I'm assuming this is the result of the survey questions that asked about things like having your carry-on baggage loaded for you.
    All of us who use United are "challenged" and need assistance!
    zebranz is offline  
    Old Jan 24, 2016, 7:35 pm
      #55  
    FlyerTalk Evangelist
     
    Join Date: Jul 1999
    Location: Ewa Beach, Hawaii
    Posts: 10,921
    Originally Posted by zebranz
    All of us who use United are "challenged" and need assistance!
    Speak for yourself. I have no problem using United.
    Baze is offline  
    Old Jan 24, 2016, 8:44 pm
      #56  
     
    Join Date: May 2006
    Location: BOS and ...
    Programs: UA 2MM, AA 700k, DL 500k, Hyatt GP 1M, HH Gold, Rad. Gold, CP Gold, Miracle Fruit-su Club
    Posts: 9,955
    1) It's difficult for us who have been around for a long time not to compare this to United's own old Concierge service for 1Ks and VVIPs (et al). A key difference, IMO - all the services now in beta listed above notwithstanding - is that the Concierges were able to perform miracles in general irrops and personal irrops situations. For instance, thinking about how to knit together two separate sequential business trips (the first one broken), doing so, and handing the tickets/boarding passes across the counter, at no more charge. Just one of the simpler examples. The Concierges were and had to be senior customer service staff.

    2) This is a contract organization. Two questions arise: Will they know how to optimize United policy and procedures to the elite customer's needs? And what other organizations do they contract with? My experience with United's contracted affiliates has been ticket counter and other customer contact services outside the U.S. In such cases, there could be no flexibility w/r/t policy and procedure, even if they didn't know the actual (baggage, for example) policy. And to the latter question, what is the competition for their services when everything goes to hell in a handbasket - a situation that's maximum challenge even to senior customer service staff - when they're desperately needed? And a part of this question must be about accountability.

    Long-time frequent traveler program participants can remember airlines and hotel companies contracting with concierge services ... and then folding the tent.

    Last edited by Firewind; Jan 24, 2016 at 8:50 pm
    Firewind is offline  
    Old Jan 24, 2016, 9:54 pm
      #57  
    FlyerTalk Evangelist
     
    Join Date: Oct 2011
    Location: Anywhere I need to be.
    Programs: OW Emerald, *A Gold, NEXUS, GE, ABTC/APEC, South Korea SES, eIACS, PP, Hyatt Diamond
    Posts: 16,046
    Originally Posted by worldtrav
    The airlines charge for everything these days, pets, legroom,booking with a live person, UM etc etc

    Which one will be first to charge for wheelchair service?
    That would be illegal in the EU...
    AA_EXP09 is offline  
    Old Jan 24, 2016, 10:47 pm
      #58  
     
    Join Date: Oct 2011
    Location: BUR / LAX
    Programs: UA MM/Gold; WN A-list; HH something depending; Marriott Gold
    Posts: 1,602
    Wirelessly posted (Mozilla/5.0 (BB10; Kbd) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.3.2.858 Mobile Safari/537.35+)

    Originally Posted by AA_EXP09
    Originally Posted by worldtrav
    The airlines charge for everything these days, pets, legroom,booking with a live person, UM etc etc



    Which one will be first to charge for wheelchair service?


    That would be illegal in the EU...
    Suspicion that this is about disabled access etc seems overblown -- for legal and PR reasons. This is more about charging for special treatment. We can argue about whether this is a deval of elite benefits or a way to extract money for customer service or if it is like we see elsewhere in the world where people pay for expedite services.

    Last edited by abaheti; Jan 24, 2016 at 10:49 pm
    abaheti is offline  
    Old Jan 25, 2016, 8:21 am
      #59  
     
    Join Date: May 2006
    Location: BOS and ...
    Programs: UA 2MM, AA 700k, DL 500k, Hyatt GP 1M, HH Gold, Rad. Gold, CP Gold, Miracle Fruit-su Club
    Posts: 9,955
    Originally Posted by abaheti
    Wirelessly posted (Mozilla/5.0 (BB10; Kbd) AppleWebKit/537.35+ (KHTML, like Gecko) Version/10.3.2.858 Mobile Safari/537.35+)

    Suspicion that this is about disabled access etc seems overblown -- for legal and PR reasons. This is more about charging for special treatment. We can argue about whether this is a deval of elite benefits or a way to extract money for customer service or if it is like we see elsewhere in the world where people pay for expedite services.
    Aka "unbundling", which is the strategic trajectory of the industry ...
    At the bottom end - leg room - so why not at the top end, a la Willie Sutton?
    Firewind is offline  
    Old Feb 23, 2016, 10:35 am
      #60  
    mp2
     
    Join Date: Jun 2010
    Location: San Jose, CA
    Programs: UA 1K, Hyatt Diamond, Marriot Gold
    Posts: 292
    Signature Service by United - Is this new?

    I got an email from United today, talking about United Signature Service. I haven't seen this before, and wondering if anyone else got this.

    Tried searching the forum, but nothing showed up.

    Link for details: http://united.globalairportconcierge.com/
    mp2 is offline  

    Thread Tools
    Search this Thread

    Contact Us - Manage Preferences Archive - Advertising - Cookie Policy - Privacy Statement - Terms of Service -

    This site is owned, operated, and maintained by MH Sub I, LLC dba Internet Brands. Copyright © 2024 MH Sub I, LLC dba Internet Brands. All rights reserved. Designated trademarks are the property of their respective owners.