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
Aug 1, 2017, 1:26 pm
#978
Original Poster
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4.3MM LT-GS; AA1MM; Amtrak SE; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 4,388
During the day (Eastern time), I seem to get the same agents over and over -- I know many of them by name. So I think there is a dedicated group that our calls are routed to first at this time, perhaps with spillover to a more general pool.
Aug 1, 2017, 1:39 pm
#979
Join Date: Apr 2013
Location: Bucks County
Programs: UAL GS & Million Miler; Delta Lifetime Gold; Hilton Diamond; Marriott Platinum; Legion Etrangere
Posts: 1,609
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.
Aug 1, 2017, 3:08 pm
#980
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
I had a missed connection (mechanical). When I called, I knew there were several alternatives that would keep me in First (the original ticket was paid First). Yet the agent only offered a routing that would have included 3 hours in a CRJ200.
I said: "here's a route that still has First available" But she said "no seats on that one" I was sitting there looking at the fare buckets as we spoke. We went through 2 others and it was the same deal: she denied that there was anything available, when I could see clear availability in the fare buckets and could purchase the seats right then and there. It turns out she wasn't going to rebook me on anything above the Z fare that I originally booked.
Maybe they've started to reward agents for re-booking people in the lowest possible fare classes. I don't know if this is a new policy. If it is, it represents a new low for GS.
Aug 1, 2017, 4:08 pm
#981
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 686
A recent experience underscores this.
I had a missed connection (mechanical). When I called, I knew there were several alternatives that would keep me in First (the original ticket was paid First). Yet the agent only offered a routing that would have included 3 hours in a CRJ200.
I said: "here's a route that still has First available" But she said "no seats on that one" I was sitting there looking at the fare buckets as we spoke. We went through 2 others and it was the same deal: she denied that there was anything available, when I could see clear availability in the fare buckets and could purchase the seats right then and there. It turns out she wasn't going to rebook me on anything above the Z fare that I originally booked.
Maybe they've started to reward agents for re-booking people in the lowest possible fare classes. I don't know if this is a new policy. If it is, it represents a new low for GS.
I had a missed connection (mechanical). When I called, I knew there were several alternatives that would keep me in First (the original ticket was paid First). Yet the agent only offered a routing that would have included 3 hours in a CRJ200.
I said: "here's a route that still has First available" But she said "no seats on that one" I was sitting there looking at the fare buckets as we spoke. We went through 2 others and it was the same deal: she denied that there was anything available, when I could see clear availability in the fare buckets and could purchase the seats right then and there. It turns out she wasn't going to rebook me on anything above the Z fare that I originally booked.
Maybe they've started to reward agents for re-booking people in the lowest possible fare classes. I don't know if this is a new policy. If it is, it represents a new low for GS.
Aug 1, 2017, 4:13 pm
#982
Join Date: Dec 2014
Programs: UA GS ,QF Plat
Posts: 686
Agreed, I guess there is a seniority factor at play.I also found having been Tokyo based the past couple of years I got some great agents in the SLC area in the wee small hours of US eastern/central time.
Aug 2, 2017, 7:10 am
#983
Join Date: Apr 2001
Location: West Coast USA
Programs: UA GS/4 MM, AA Exec Plat, Lifetime Hilton D, Hyatt G, Marriott Titanium earned Ambassador
Posts: 7,553
RN9 but no PN. Lecture by GS agent. Disgusting.
I have a very short flight this weekend and noticed the upgrade was not clearing. Checking inventory shows RN9 but no PN. Call GS line this morning and after being put on hold for six minutes agent comes back telling me they are not supposed to push upgrades anymore. Also points out this is not PN space. I continue to be disgusted with UAs antiquated software and not fixing something when it is obviously wrong being pointed out to them during the last year.
Aug 2, 2017, 7:29 am
#984
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,670
Flying out of EWR Term A at 850pm.
Will Pre-check be open?
What are the odds that an agent will bring a GS to the front of security line there?
Will Pre-check be open?
What are the odds that an agent will bring a GS to the front of security line there?
Aug 2, 2017, 8:35 am
#985
Join Date: Dec 2004
Location: SOW
Programs: UA GS 5 MM, Delta 1.6MM & Hilton Diamond, Avis Chairman, Marriott Lifetime Titanium
Posts: 768
I have a very short flight this weekend and noticed the upgrade was not clearing. Checking inventory shows RN9 but no PN. Call GS line this morning and after being put on hold for six minutes agent comes back telling me they are not supposed to push upgrades anymore. Also points out this is not PN space. I continue to be disgusted with UAs antiquated software and not fixing something when it is obviously wrong being pointed out to them during the last year.
Aug 2, 2017, 9:41 am
#986
Original Poster
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4.3MM LT-GS; AA1MM; Amtrak SE; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 4,388
Aug 2, 2017, 9:45 am
#987
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,670
Aug 2, 2017, 9:54 am
#988
Original Poster
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4.3MM LT-GS; AA1MM; Amtrak SE; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 4,388
Aug 2, 2017, 9:58 am
#989
Join Date: Feb 2004
Location: CLE
Programs: UA GS+LT UC, AA EXP+LT PLT, Fairmont LT PLT, Marriott PLT, Hilton DIA, Hyatt Glob, Avis CHM
Posts: 4,670
Hmm.
How often does the bus from C to A run?
How often does the bus from C to A run?
Aug 2, 2017, 12:24 pm
#990
FlyerTalk Evangelist
Join Date: Nov 2014
Location: MSP
Programs: DL PM, UA Gold, WN, Global Entry; +others wherever miles/points are found
Posts: 14,392
I have a very short flight this weekend and noticed the upgrade was not clearing. Checking inventory shows RN9 but no PN. Call GS line this morning and after being put on hold for six minutes agent comes back telling me they are not supposed to push upgrades anymore. Also points out this is not PN space. I continue to be disgusted with UAs antiquated software and not fixing something when it is obviously wrong being pointed out to them during the last year.
