Jan 5, 2017, 4:24 pm
Last edit by: getagb
GS/Global Services is the highest tier of elite status. It is by invitation -- the invite criteria is not public but seems to require substantial annual spending with UA both in terms of absolute dollar amounts and purchasing higher fare classes (higher cpm - cents per mile). There are also reports of GS status being comped by UA Marketing to VIPs in companies who sign corporate travel deals with UA. The sole published way to qualify is to become a 4MM, having flown 4 million BIS miles on UA metal (plus additional grandfathered credits at the time of the UA/CO merger).
GS have significantly enhanced services / benefits over 1Ks. There is little said publicly by UA on GS benefits and/or qualification.
Last years' thread, Consolidated Global Services Thread - Qualifications, Benefits and Q & A [2016]
Thread on 2017 Global Services Notifications
Thread on 2017 Qualifying Discussion
Known facts from United:
Known Award and Upgrade Benefits:
All benefits noted below require calling a GS agent:
GS have significantly enhanced services / benefits over 1Ks. There is little said publicly by UA on GS benefits and/or qualification.
Last years' thread, Consolidated Global Services Thread - Qualifications, Benefits and Q & A [2016]
Thread on 2017 Global Services Notifications
Thread on 2017 Qualifying Discussion
Known facts from United:
Global Services recognizes the extraordinary dedication of our top flyers. We consider a number of factors beyond the usual Premier-qualifying criteria.
We look at your travel spend on United-operated flights relative to that of other top Premier flyers over recent consecutive years.
Usually, members invited to Global Services tend to consistently purchase premium cabins or fully refundable tickets.
We look at your travel spend on United-operated flights relative to that of other top Premier flyers over recent consecutive years.
Usually, members invited to Global Services tend to consistently purchase premium cabins or fully refundable tickets.
All benefits noted below require calling a GS agent:
- GS can create saver economy award space (XN) if T inventory is available.
- GS can create saver business award space (IN) if R inventory is available.
- GS can upgrade economy awards (XN or YN) into Business First with a GPU if PN inventory is available.
- GS can upgrade business awards (IN or JN) into Polaris First with a GPU if ON inventory is available.
- GS can confirm any waitlisted instrument-supported upgrade under T-72 hours provided 2 seats remain for sale afterwards and they are at the top of the waitlist
- GS can create saver Polaris First (O) space at T-72 hours if they are already booked in saver business (IN), provided one seat remains for sale after
- GS are entitled to one saver award seat in the same class of service with their purchase of any premium fare. GS agents can open space if it is not available. UPDATE: as of 7/21/17 must have >2 for sale within 72hrs of flight
- GS can upgrade a companion from coach to biz when flying on a paid biz fare, even if R or PN is not available, as long as J/F>1. Companion needs to be W or greater intl.
- (Only ONE of the two above options can be exercised per premium fare.)
- GS cannot double upgrade. Economy -> PN -> ON is not allowed. *Some reports of TOD being offered at OLCI.
- GS can buy up from Basic Economy fares, which is usually forbidden
Consolidated Global Services Thread: Benefits, Questions 2017
Jul 27, 2017, 7:45 pm
#961
Join Date: Dec 2008
Location: ORD
Programs: UA GS 4MM
Posts: 583
That was my approach as well, but 3 agents gave me the same story and all seemed quite distressed that they suddenly couldn't push the upgrades through. I think this is real and deserves some noise from us to customer care. Someone asked about RPUs; no experience, but I wouldn't hold my breath.
Jul 27, 2017, 7:56 pm
#962
Moderator: Midwest, Las Vegas & Dining Buzz
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,976
The agent tonight told me the new rule is there has to be three F (or C) seats available before they can push it through, leaving two seats left. CPU, RPU or GPU - doesn't matter.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
Jul 27, 2017, 7:59 pm
#963
Join Date: Mar 2014
Programs: Mileage Plus Global Services 2MM
Posts: 1,201
The agent tonight told me the new rule is there has to be three F (or C) seats available before they can push it through, leaving two seats left. CPU, RPU or GPU - doesn't matter.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
Jul 27, 2017, 8:14 pm
#964
Moderator: Midwest, Las Vegas & Dining Buzz
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,976
Jul 27, 2017, 8:24 pm
#965
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,346
In a way this is a better policy no? I've never had to use it (yet) because all of my upgrades cleared in advance.
However, as I reported back in June, the upgrade can be pushed through several days before the flight based on something the computer tells the agent. She said that it's not a particular inventory number that must be available on a particular flight but that inventory management provides a different number for every flight. So call, ask about the upgrade and as long as the computer tells the agent how many seats must be left available after they upgrade the GS is still met then they could process the upgrade. The key here is the number of seats that must still be available was unknown.
Now we at least know inventory must be >=3. Seems like a better system to me. It's more transparent? And does this only apply to CPU domestically? Does it apply to instruments on all flights or domestic only? etc.
Again, I've not been on the losing end of this (yet). I currently have 5 waitlisted segments from X/XN to PN and they haven't cleared. 3 in Oct, 2 in Dec. Maybe on one or more of these I'll wind up having to call and see what happens.
-RM
However, as I reported back in June, the upgrade can be pushed through several days before the flight based on something the computer tells the agent. She said that it's not a particular inventory number that must be available on a particular flight but that inventory management provides a different number for every flight. So call, ask about the upgrade and as long as the computer tells the agent how many seats must be left available after they upgrade the GS is still met then they could process the upgrade. The key here is the number of seats that must still be available was unknown.
Now we at least know inventory must be >=3. Seems like a better system to me. It's more transparent? And does this only apply to CPU domestically? Does it apply to instruments on all flights or domestic only? etc.
Again, I've not been on the losing end of this (yet). I currently have 5 waitlisted segments from X/XN to PN and they haven't cleared. 3 in Oct, 2 in Dec. Maybe on one or more of these I'll wind up having to call and see what happens.
-RM
Last edited by RobOnLI; Jul 27, 2017 at 8:30 pm
Jul 28, 2017, 12:02 am
#966
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Between AUS, EWR, and YTO In a little twisty maze of airline seats, all alike.. but I wanna go home with the armadillo
Programs: CO, NW, & UA forum moderator emeritus
Posts: 35,432
This policy is a joke and I went 7 flights in a row without a CPU (all were expensive flights).
To test this out I did the following. I booked a relative on a saver award and I was flying the same flight on a M fare (600 one way). We were on different itineraries. At 24 hours I had not been upgraded even though there were 3 first class seats left. My relative was offered a $129 upgrade to first (she had no status). When the flight left, I was in coach on a $600 ticket and my relative was upgraded for $129 on a SAVER AWARD.
Global Services is rapidly becoming worthless for domestic upgrades. Scott Kirby appears to be a less visible Jeff Smisek.
To test this out I did the following. I booked a relative on a saver award and I was flying the same flight on a M fare (600 one way). We were on different itineraries. At 24 hours I had not been upgraded even though there were 3 first class seats left. My relative was offered a $129 upgrade to first (she had no status). When the flight left, I was in coach on a $600 ticket and my relative was upgraded for $129 on a SAVER AWARD.
Global Services is rapidly becoming worthless for domestic upgrades. Scott Kirby appears to be a less visible Jeff Smisek.
, how much did UA want?
Jul 28, 2017, 9:48 am
#967
Join Date: Dec 2008
Location: ORD
Programs: UA GS 4MM
Posts: 583
I should know this, but what e-mail address is most effective for us getting our opinions where they will do the most good?
Jul 28, 2017, 12:30 pm
#968
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
Jul 28, 2017, 1:01 pm
#969
Join Date: Sep 2011
Location: SFO / LHR
Programs: UA GS 2.2MM / UC / AS Gold 75K / Bonvoy Plat / Hilton Diamond
Posts: 1,028
The agent tonight told me the new rule is there has to be three F (or C) seats available before they can push it through, leaving two seats left. CPU, RPU or GPU - doesn't matter.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
As you would expect, she said complain because "the listen to the GS customers." Yeah, right.
When I called previously F=7, so the F=>3 rule didn't play out. Today, with another far more competent agent from the "GS Classic" ex-Dearborn team, she went off and checked there were no other GS on the upgrade list ahead of me (which apparently is clearly stated protocol), then pushed through the RPU upgrade with F=4 just outside of the 24h window. The agent huffed and puffed about "misinterpretation by other agents" of this clarification email this week. Apparently the change is that for T-24 F>3 rather than >1 to allow for irrops reaccommodation with paid F. The 72h F>3 upgrade push is allegedly unchanged.
YMMV, but HUACA still necessary at times, and a good reminder that some of the best GS agents are available during regular business hours.
Jul 28, 2017, 2:53 pm
#970
Join Date: Mar 2008
Location: London
Programs: UA GS
Posts: 2,438
So ... to build on this and follow my earlier post where I was refused twice, we are back to the usual UA inconsistency in the rollout of any policy change.
When I called previously F=7, so the F=>3 rule didn't play out. Today, with another far more competent agent from the "GS Classic" ex-Dearborn team, she went off and checked there were no other GS on the upgrade list ahead of me (which apparently is clearly stated protocol), then pushed through the RPU upgrade with F=4 just outside of the 24h window. The agent huffed and puffed about "misinterpretation by other agents" of this clarification email this week. Apparently the change is that for T-24 F>3 rather than >1 to allow for irrops reaccommodation with paid F. The 72h F>3 upgrade push is allegedly unchanged.
YMMV, but HUACA still necessary at times, and a good reminder that some of the best GS agents are available during regular business hours.
When I called previously F=7, so the F=>3 rule didn't play out. Today, with another far more competent agent from the "GS Classic" ex-Dearborn team, she went off and checked there were no other GS on the upgrade list ahead of me (which apparently is clearly stated protocol), then pushed through the RPU upgrade with F=4 just outside of the 24h window. The agent huffed and puffed about "misinterpretation by other agents" of this clarification email this week. Apparently the change is that for T-24 F>3 rather than >1 to allow for irrops reaccommodation with paid F. The 72h F>3 upgrade push is allegedly unchanged.
YMMV, but HUACA still necessary at times, and a good reminder that some of the best GS agents are available during regular business hours.
It would be fine with me if they said there always have to be 3 seats available, but that would mean it should be F>2.
Jul 28, 2017, 7:46 pm
#971
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
In a way this is a better policy no? I've never had to use it (yet) because all of my upgrades cleared in advance.
However, as I reported back in June, the upgrade can be pushed through several days before the flight based on something the computer tells the agent. She said that it's not a particular inventory number that must be available on a particular flight but that inventory management provides a different number for every flight. So call, ask about the upgrade and as long as the computer tells the agent how many seats must be left available after they upgrade the GS is still met then they could process the upgrade. The key here is the number of seats that must still be available was unknown.
Now we at least know inventory must be >=3. Seems like a better system to me. It's more transparent? And does this only apply to CPU domestically? Does it apply to instruments on all flights or domestic only? etc.
Again, I've not been on the losing end of this (yet). I currently have 5 waitlisted segments from X/XN to PN and they haven't cleared. 3 in Oct, 2 in Dec. Maybe on one or more of these I'll wind up having to call and see what happens.
-RM
However, as I reported back in June, the upgrade can be pushed through several days before the flight based on something the computer tells the agent. She said that it's not a particular inventory number that must be available on a particular flight but that inventory management provides a different number for every flight. So call, ask about the upgrade and as long as the computer tells the agent how many seats must be left available after they upgrade the GS is still met then they could process the upgrade. The key here is the number of seats that must still be available was unknown.
Now we at least know inventory must be >=3. Seems like a better system to me. It's more transparent? And does this only apply to CPU domestically? Does it apply to instruments on all flights or domestic only? etc.
Again, I've not been on the losing end of this (yet). I currently have 5 waitlisted segments from X/XN to PN and they haven't cleared. 3 in Oct, 2 in Dec. Maybe on one or more of these I'll wind up having to call and see what happens.
-RM
I'm flying DEN-EWR next Friday on a $600 one way and there are three seats left in first. I can purchase the upgrade for $99 but I am 100% sure when I get to 24 hours there will be no seats left.
I'm flying next Friday from EWR to BOM on a $3500 one-way B fare and there are 20+ open seats in business and my upgrade has not gone through.
I've noticed a significant change in GS upgrades over the last few months.
Jul 28, 2017, 9:44 pm
#972
Join Date: Nov 2014
Location: SFO
Programs: UA GS 2mm
Posts: 94
You must be flying different routes than I. I buy refundable tickets (often M or B) and probably 50% of my flights don't clear ahead of time and I have to call at 24 hours to push through the upgrade.
I'm flying DEN-EWR next Friday on a $600 one way and there are three seats left in first. I can purchase the upgrade for $99 but I am 100% sure when I get to 24 hours there will be no seats left.
I'm flying next Friday from EWR to BOM on a $3500 one-way B fare and there are 20+ open seats in business and my upgrade has not gone through.
I've noticed a significant change in GS upgrades over the last few months.
I'm flying DEN-EWR next Friday on a $600 one way and there are three seats left in first. I can purchase the upgrade for $99 but I am 100% sure when I get to 24 hours there will be no seats left.
I'm flying next Friday from EWR to BOM on a $3500 one-way B fare and there are 20+ open seats in business and my upgrade has not gone through.
I've noticed a significant change in GS upgrades over the last few months.
Jul 29, 2017, 4:27 pm
#973
Join Date: Feb 2012
Location: Princeton, NJ
Programs: UA - GS 8 years 1K - many!!, Mariott - Titanium, Hilton - Gold, Avis - President, Hertz - President
Posts: 44
I was informed by a GS agent that Chairman's Circle have none of these changes apply to them. Apparently, they are taking away 'push' powers in the T<24 - citing Airport requirements, which is ridiculous. Airports usually dont look at flights until close to departure.
Jul 29, 2017, 9:00 pm
#974
Join Date: Mar 2008
Location: London
Programs: UA GS
Posts: 2,438
I'm seeing the same thing... something changed in the policy. Flying BOS-SFO in September. Used a GPU 2 weeks ago with 22 seats open in FC (flying a 777) and called GS... said they couldn't clear it. I asked how many seats were open and she said 22... told me to call back at T-24, ha!
Jul 31, 2017, 10:24 pm
#975
Join Date: Dec 2015
Posts: 183
Decline in GS/mileage plus desk agent quality?
Anyone else notice a decline in the quality of GS desk agents? This just happened to me:
1. I booked a ticket from YYZ to SYD via EWR, LAX, and a return from SYD to BUF via LAX and EWR.
2. I later changed the ticket to YYZ to MEL via ORD and LAX, and added a return stopover at SFO. 80k miles were credited and 92.5k debited. I also used 2 GPUs and a RPU to upgrade the outbound YYZ-ORD-LAX-MEL and the return SFO-EWR. Waitlisted for SYD-LAX-SFO.
3. I call in again to change the return segment from SFO to YYZ instead of BUF. The agent would not believe that I had paid the appropriate 92.5k for the ticket and wanted another 12.5k from me. Had me wait with her for the MP desk, which confirmed my story. She then decides to escalate to the MP supervisor despite what the MP agent said. The MP supervisor again confirms that I paid 92.5k. At this point, I have to go because of how long we waited for the MP desk agent/supervisor. She says she will call me back once the MP desk faxes confirmation of 92.5k miles paid and she will change my itinerary as requested.
4. I check back after an hour because I still have received no calls. The routing is correct but she dropped all of my confirmed upgrades, including the outbound one.
5. I call back to speak to the GS desk (again), asked them to open up space on the 3 outbound legs and confirm me, which they were nice enough to do. I refreshed the itinerary only to see that they have now dropped the waitlist on the return SYD-LAX-SFO. Thankfully I have not yet hung up and I request to be added back on the list.
6. I also notice that the previous agent who had changed my SFO-EWR-BUF did not put me on the SFO-BOS upgrade waitlist. I request to be put on this waitlist and the current GS agent demands another RPU. I state that the RPU had already been pulled for the previous confirmed upgrade from SFO-EWR, and the previous agent did not return the instrument so they should be able to use the same one. He goes searching and comes back after 10 minutes to tell me that I've been placed on the waitlist and no additional instruments were used.
Getting them to keep track of miles/certs is like pulling teeth. It should not be this hard! What is going on? And the GS desk not calling back like promised + messing up my upgrades without telling me. This just isn't like what it used to be.
1. I booked a ticket from YYZ to SYD via EWR, LAX, and a return from SYD to BUF via LAX and EWR.
2. I later changed the ticket to YYZ to MEL via ORD and LAX, and added a return stopover at SFO. 80k miles were credited and 92.5k debited. I also used 2 GPUs and a RPU to upgrade the outbound YYZ-ORD-LAX-MEL and the return SFO-EWR. Waitlisted for SYD-LAX-SFO.
3. I call in again to change the return segment from SFO to YYZ instead of BUF. The agent would not believe that I had paid the appropriate 92.5k for the ticket and wanted another 12.5k from me. Had me wait with her for the MP desk, which confirmed my story. She then decides to escalate to the MP supervisor despite what the MP agent said. The MP supervisor again confirms that I paid 92.5k. At this point, I have to go because of how long we waited for the MP desk agent/supervisor. She says she will call me back once the MP desk faxes confirmation of 92.5k miles paid and she will change my itinerary as requested.
4. I check back after an hour because I still have received no calls. The routing is correct but she dropped all of my confirmed upgrades, including the outbound one.
5. I call back to speak to the GS desk (again), asked them to open up space on the 3 outbound legs and confirm me, which they were nice enough to do. I refreshed the itinerary only to see that they have now dropped the waitlist on the return SYD-LAX-SFO. Thankfully I have not yet hung up and I request to be added back on the list.
6. I also notice that the previous agent who had changed my SFO-EWR-BUF did not put me on the SFO-BOS upgrade waitlist. I request to be put on this waitlist and the current GS agent demands another RPU. I state that the RPU had already been pulled for the previous confirmed upgrade from SFO-EWR, and the previous agent did not return the instrument so they should be able to use the same one. He goes searching and comes back after 10 minutes to tell me that I've been placed on the waitlist and no additional instruments were used.
Getting them to keep track of miles/certs is like pulling teeth. It should not be this hard! What is going on? And the GS desk not calling back like promised + messing up my upgrades without telling me. This just isn't like what it used to be.