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

Old Aug 14, 2017, 6:18 pm
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Last edit by: WineCountryUA
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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
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    Introducing United Exclusive Assistance "United Signature Service" [Q&A-Experiences]

    Old Sep 14, 2016, 2:28 pm
      #91  
     
    Join Date: Jun 2010
    Location: SFO/DFW
    Programs: AA-EP, A3*G, UA*S
    Posts: 295
    Maybe someone would buy it for their parents/relative who are travelling alone? Perhaps this could help if they don't speak English?
    swgsword is offline  
    Old Sep 14, 2016, 2:52 pm
      #92  
    Moderator: Smoking Lounge; FlyerTalk Evangelist
     
    Join Date: Feb 2004
    Location: SFO
    Programs: Lifetime (for now) Gold MM, HH Gold, Giving Tootsie Pops to UA employees, & a retired hockey goalie
    Posts: 28,894
    Originally Posted by RandD
    Got an email offer for a 15% off for my upcoming flight. Never heard of this before, tried test booking and was quoted $250 for connection service (before discount).

    Looks like this service is available only at ORD, IAH, EWR, SFO.
    I just received it as well-for my upcoming flight on Thanksgiving night
    goalie is offline  
    Old Sep 14, 2016, 3:33 pm
      #93  
     
    Join Date: Dec 2006
    Location: IAH/HOU
    Programs: Marriott Lifetime Premier Plat, UA Plat
    Posts: 248
    Originally Posted by goalie
    I just received it as well-for my upcoming flight on Thanksgiving night
    Same - though the discount is valid only through 9/30, and I currently have travel booked only in Oct/Nov. As a 1K, maybe UA is trying to show me what GS could provide if I made it?
    california09 is offline  
    Old Sep 14, 2016, 6:54 pm
      #94  
    Moderator: Smoking Lounge; FlyerTalk Evangelist
     
    Join Date: Feb 2004
    Location: SFO
    Programs: Lifetime (for now) Gold MM, HH Gold, Giving Tootsie Pops to UA employees, & a retired hockey goalie
    Posts: 28,894
    Originally Posted by california09
    Same - though the discount is valid only through 9/30, and I currently have travel booked only in Oct/Nov. As a 1K, maybe UA is trying to show me what GS could provide if I made it?
    Perhaps for you but for me as Gold.....
    goalie is offline  
    Old Sep 14, 2016, 10:19 pm
      #95  
    A FlyerTalk Posting Legend
     
    Join Date: Sep 2009
    Location: Minneapolis: DL DM charter 2.3MM
    Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
    Posts: 100,588
    PR: It's like a stupidity tax. If you can't find your way from curb to gate, you pay extra. In fact, it's probably cheaper to prepay for this service than to pay change fees ex post, after you miss the flight because you can't read signs and maps in airports.
    MSPeconomist is offline  
    Old Dec 24, 2016, 8:24 am
      #96  
    Suspended
     
    Join Date: Oct 2011
    Location: LAX
    Programs: AAdvantage EXPLAT, Hilton Diamond, SPG/Marriott Gold, IHG Platinum, Citi Exec MC, Amex Plat
    Posts: 1,443
    UA Signature Service Self Service experience

    a few days ago, I got a call from United asking if I wanted to enjoy a free trial experience of Signature service. I wasn't really interested until the agent said it included United Club access.

    I figured, sure why not? Now most of the amenities it offers are useless to me as I prefer to go carry on only, I check in on the United app, I have TSA pre check, I was flying United First (domestic), and while I don't fly United a lot, I'm a platinum flyer with AA and I do fly UA every now and then. Since the United Club lacked the shower facilities, I do my normal routine at LAX, go to the Admirals Club where I have a membership and shower there, then navigate the tunnels and bridges at LAX to get to Terminal 7.

    I pre-texted my signature service agent to meet me by the United club so he could take me in. I get to the club at the time I said I'd meet him but he's a no show. I wait about 5 minutes and decide, what the heck, I'll just see if I can go in myself. I explained to the lounge dragon I had the signature service and wasn't sure what to do but figured I'd scan my boarding pass to see what happens. The thing beeps and lets me in. Score! So I go into the United club and take a look around. Nice club, food is your normal domestic lounge food, nice decor, but really needs some showers!

    Anyways, half an hour later, I get another call from Signature service apologizing that the agent assigned to me called out sick last minute and they had no one available to accommodate me. I said, no problem, only thing I wanted was United Club access and I got it so I'm happy, though I noted I wouldn't normally pay for this service as the services it offers are quite useless to me given how much I fly, and my pre-check access, and both my parents are 1K members, so I've had quite a lot of experience with UA, despite my lack of flying with them.

    i guess this service has some kinks to work out, and I can see its usefulness for someone who never flies, but for me, especially when I only fly UA when I can confirm an upgrade with a RPU from my parents' account or buy a F ticket, it has very limited utility. I won't say no to it if it is given for free to me, but I wouldn't pay a dime for it.
    matrixwalker2012 is offline  
    Old Dec 24, 2016, 10:47 am
      #97  
     
    Join Date: Oct 2013
    Location: SF Bay Area
    Programs: UA Platinum
    Posts: 504
    Interesting, major fail on United's part to offer this service and then completely dump it. If you weren't a seasoned traveler I imagine that would've made a pretty negative impact with someone... Thats too bad, although I like the positive of getting in the club!
    popoemt is offline  
    Old Dec 24, 2016, 11:10 am
      #98  
     
    Join Date: Mar 2012
    Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
    Posts: 6,355
    Sounds like United needs more tuition in penmanship before they can deliver on their Signature Service.
    transportprof is offline  
    Old Dec 24, 2016, 12:00 pm
      #99  
     
    Join Date: Jun 2006
    Location: SJC/SFO
    Programs: UA lifetime gold; Hilton Gold; Marriott/SPG Plat; Hyatt Discoverist
    Posts: 2,956
    United has good ideas but seems to lack in the execution department.
    It is not the first time this happens. Problems like this date many years.
    Eventually they get it (sometimes) right.
    keisari is offline  
    Old Dec 24, 2016, 12:10 pm
      #100  
     
    Join Date: Mar 2012
    Programs: Mileage Plus 1K; Marriott Platinum; Hilton Gold
    Posts: 6,355
    Originally Posted by keisari
    United has good ideas but seems to lack in the execution department.
    It is not the first time this happens. Problems like this date many years.
    Eventually they get it (sometimes) right.
    United has good ideas, and it has bad ideas. But they seem to execute their bad ideas more consistently than their good ideas.
    transportprof is offline  
    Old Dec 24, 2016, 3:48 pm
      #101  
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    Location: LAX
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    Posts: 1,443
    Originally Posted by popoemt
    Interesting, major fail on United's part to offer this service and then completely dump it. If you weren't a seasoned traveler I imagine that would've made a pretty negative impact with someone... Thats too bad, although I like the positive of getting in the club!
    They were fortunate that they no-showed on me, considering that I am savvy and experienced enough to do everything on my own and a concierge agent would just get in the way. Next time, UA should just send me a free United club pass. It'd have exactly the same utility!
    matrixwalker2012 is offline  
    Old Aug 14, 2017, 4:54 pm
      #102  
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    What Idiot MBA Thought of This?

    I can't believe anyone who has an ounce of travel savvy knowledge would be interested in this service.

    For $250 a pop I could imagine only fairly wealthy (or guilty) children of quite elderly parents would pay for this.

    How big is that market? Elderly people who need help traveling are hardly jetting around the world ...
    inpd is offline  
    Old Aug 14, 2017, 6:12 pm
      #103  
    Moderator: United Airlines
     
    Join Date: Jun 2007
    Location: SFO
    Programs: UA LT Plat 2MM, Hyatt Discoverist, Marriott LT Gold, Hilton Silver, IHG Plat
    Posts: 67,604
    Has been expanded to some international airports, for those so inclined
    United Signature Service is now available internationally, ensuring stress-free travel from departure to arrival.


    United Signature ServiceSM, provided by our partner Global Airport Concierge, is now available internationally so you can enjoy a stress-free airport experience at even more locations. From luggage services, language assistance, help with priority check-in and much more, your dedicated concierge will accommodate all of your needs so you can relax and enjoy your travel.


    United Signature Service is now available at new airport locations, including Amsterdam, Frankfurt, London-Heathrow, Munich and Paris, in addition to our locations in the U.S. Learn more about the services offered by United Signature Service and enhance your next trip from beginning to end.
    As this is third party operated, the "cost" to UA is small.

    Last edited by WineCountryUA; Aug 14, 2017 at 6:19 pm
    WineCountryUA is offline  
    Old Aug 14, 2017, 7:41 pm
      #104  
     
    Join Date: Aug 2008
    Location: DCA, IAD (not BWI if I can help it)
    Programs: UA 1MM 1K, Marriott Gold, Hyatt Explorist, status-free on AA, AS, B6, DL, WN, Amtrak, etc.
    Posts: 1,482
    Originally Posted by WineCountryUA
    Has been expanded to some international airports, for those so inclined
    If this includes an escort to the front of the horrendous passport and security lines at CDG T1... I'm not saying I'd pay for it, but I couldn't call somebody else crazy for buying it.
    DCA writer is offline  
    Old Aug 15, 2017, 12:53 pm
      #105  
     
    Join Date: Jan 2013
    Location: BOS
    Programs: Hyatt Discoverist, Marriott/SPG/Hilton Gold, PreCheck + Clear
    Posts: 2,306
    Originally Posted by inpd
    I can't believe anyone who has an ounce of travel savvy knowledge would be interested in this service.

    For $250 a pop I could imagine only fairly wealthy (or guilty) children of quite elderly parents would pay for this.

    How big is that market? Elderly people who need help traveling are hardly jetting around the world ...
    Leaving aside the snide title of your post ("What Idiot MBA Thought of This?"), if you've been on FT for several years you'll have seen threads created by new members, furious with UA because their inexperienced, elderly loved one misconnected or missed a flight. Invariably interspersed among the helpful posts are comments excoriating the OP as lazy, selfish, and entitled for not flying along with said loved one. Then some charming soul comes along and says if she didn't want to risk a misconnect, she should've flown private. Zing!

    What they miss in their zeal to display moral superiority is that it isn't always possible to drop everything and fly along with an inexperienced, nervous, elderly traveler. Whether it's work or one's own children, it's simply not always possible to get away. And yet there are grandparents who want to see their grandkids, weddings to attend, trips-of-a-lifetime to be taken.

    My MIL, for example, is quite frail, though she bristles at the idea of a wheelchair escort. The last time she flew here she had an irrational fear her gate would change and she'd be left behind. Neither my spouse nor myself could get down to her hometown to fly up with her, so we did what we could, and we were lucky: all went well. But this service might have proven a cost-effective method of eliminating that risk and stress entirely.

    And it's not as if I'm their only potential customer: I'd presume UA has done some basic research to gauge the size of the market in each city. Plus, as WineCountryUA points out, UA is just reselling third-party services, so it's not as if they're spinning up a whole product from scratch.

    FT is supposed to be a friendly place. Let's avoid calling folks "idiots," especially when there's a chance they might actually be onto something.
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    RandomBaritone is offline  

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