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Consolidated Global Services Thread: Benefits, Questions [2018]

Consolidated Global Services Thread: Benefits, Questions [2018]

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Old Jan 15, 19, 3:13 am   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
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United Global Services ("GS") is the highest tier of MileagePlus elite status. It is by invitation only, reviewed annually -- 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, and also to those individuals that purchase an annual PassPlus enrollment of $50k or greater. 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 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 [2017]
Thread on 2017 Global Services Notifications
Thread on 2017 Qualifying Discussion

Known facts concerning qualification and eligibility 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.


Published Benefits
Full detail of published benefits can be found at https://mystatus.united.com/gs [MP credentials login required, existing GS only]
Shortlist (incremental/different to 1K):
  • Dedicated phone number, ​usually answered on the first ring, and generally by specially-trained GS agents. Some exceptions occur, especially during busy periods (such as when weather waivers are in effect)
  • Dedicated email address for MileagePlus and other inquiries, usually answered personally within hours
  • Dedicated check-in at main airport stations, including private Global Reception centers at major hubs, providing priority TSA security access. May bring guests/companions into Global Reception areas or dedicated GS checkin lanes who are traveling on same itinerary as GS member.
  • Instrument-supported upgrades (GPU/RPU) clear into PN class rather than PZ class for other elite tiers, which usually have much better availability. Instruments drawn from the GS member account and applied to other reservations will also clear into PN class.
  • Complimentary Premier Upgrades (CPUs) cleared beginning 120 hours prior to flight departure (versus 96 hours for 1K) for GS member and up to one other traveling on same PNR
  • Highest-priority when waitlisted for Upgrades, Award Travel, and Sold-out Flight Availability. GS members clear before any other status level or full-fare customers.
  • Priority Boarding, among the first to board the aircraft (currently after unaccompanied minors, people with disabilities and/or need more time boarding, Active-Duty Military, and now prior to families with children under age of 2)
  • Priority handling in event of IRROPS, including next flight guarantee in case of re-accommodation, overseen by dedicated team of location-based GS Customer Service Agents (identified via gold scarves/ties)
  • Mercedes-Benz Tarmac Transfer for tight connections between flights at major hubs (cannot be requested in advance)
  • Access to United Arrivals Lounge at SFO when arriving from international flight, regardless of cabin class (no guests permitted)
  • Access to Arrivals Lounge at LHR T2 when arriving from inbound UA-operated intercontinental flight, regardless of cabin (no guests permitted, must present Boarding Pass or physical GS card)
  • Access to Lufthansa / Swiss Welcome (arrival) Lounges in FRA and ZRH for same-day inbound UA intercontinental flight, regardless of cabin (no guests permitted, must present physical GS card)
Additional Known Award and Upgrade Benefits (many unpublished)

All benefits noted below require calling a GS agent:
  • GS can create saver economy award space (XN) if T inventory is available. United-operated flights only. Update 12 Dec 2018: Only for GS member + 1 companion.
  • GS can create saver business award space (IN) if PZ inventory is available. United-operated flights only.
  • GS can upgrade economy awards (XN or YN) into Business / First with a GPU if PN inventory is available, provided both instrument and miles drawn from GS member account. United-operated flights only.
  • GS can confirm any waitlisted instrument-supported upgrade within T-72 hours to flight departure provided at least 2 (two) J class premium seats remain for sale after the upgrade is processed and they are at the top of the waitlist.
  • GS are entitled to one Saver Award seat in the same class of service with their purchase of any premium cabin fare. GS agents can open space if it is not available provided that at least 2 seats remain for sale afterwards. United-operated flights only.
  • GS can upgrade a companion with an instrument (GPU/RPU) from Economy to Business / First when flying on a paid premium cabin fare, even if PZ or PN is not available, as long as J > 2 after upgrade processed. Companion needs to be ticketed in W class or higher on international cash fare itineraries, or ticketed in X/XN for upgrades from award tickets. GS can also open economy award space for the companion to allow for the upgrade with instrument, even if XN or T are unavailable.
  • (Note: Only ONE of the two above options can be exercised per premium fare purchased.)
  • GS can buy up from Basic Economy fares, which is usually forbidden
  • GS can access VIP Lounges (former Global First Lounges) in NRT, LHR, and HKG when booked in Polaris Business on an international itinerary. One guest permitted (two guests if a United Club member). Not accessed if booked in United Economy.
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Old Apr 13, 18, 1:41 am
  #436  
 
Join Date: Jul 2014
Location: Rowley, MA / Edgartown, MA / Christiansted, St. Croix (USVI)
Programs: UA LT GS/4.96MM, Marriott LT Titanium, IHG Platinum, Global Entry, TSA Pre✓, Korea SeS, APEC
Posts: 578
These events are really smart, on the one hand, they build loyalty by recognizing high value customers but also give the UA top management direct access to unfiltered customer feedback. Anyone know how the invitation selection works and how often this type of event happens? Thanks for sharing the experience with the rest of us, interesting stuff.
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Old Apr 13, 18, 1:53 am
  #437  
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Join Date: Oct 1999
Posts: 11,119
Kudos to the feedback from all, who attended!^
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Old Apr 13, 18, 6:06 am
  #438  
 
Join Date: Jul 2013
Location: MRY - CNX - TXL
Programs: UA 1K / *G / Marriott PE / Expedia Gold+ / Hertz PC
Posts: 7,059
Maybe unpublished but on my flight to SEA the two GS have their big rollers in sideways which have filled the whole bin save for the small sliver where a woman in row 1 was able to get her purse in.
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Old Apr 13, 18, 11:41 am
  #439  
 
Join Date: Jul 2013
Programs: DYKWIA, UA GS/2MM, But I'm a "Diamond Guest"
Posts: 2,095
New GS Email Responses

The responses to last couple of emails I've sent to United GS seem to be coming from a different place. They have the following footer:

Executive Services, United Airlines
Corporate Customer Care

Anybody else seeing this? Or is this because of my DYKWIA membership.....
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Old Apr 13, 18, 4:20 pm
  #440  
 
Join Date: May 1999
Location: JFK, LGA, EWR
Programs: AA Platinum (Lifetime), United GS, HHonors Diamond, Shangri-la Diamond, Marriott Platinum
Posts: 549
Originally Posted by flyerbaby19 View Post
What was the data he gave about call center ops? Def interested in what he said regardless of whether its right or wrong.
i asked about dedicated GS phone reps and mentioned that the car rental question being asked by agents usually suggests that these are not "true" GS agents. (flyertalk 101) he smiled, but not in a "you got us" kind of way, but more in a way that indicated he may not have known what i was talking about or that he didn't recognize this as a cross selling technique united agents were required to use. he segued into talking about how many agents UA has and how many calls a day they get.

i'd rather not quote the specific data, but that is what i found rather hard to believe, having had decades of experience in the call center industry myself. the math just didn't add up. he either quoted the wrong figures or has been regularly misinformed by his call center team or united has a call abandonment rate in excess of 90%. (i don't see how that is even remotely possible.) he may have confused the number of calls taken a month with the number of calls taken per day, but even then, with the number of agents he said they have, that would still mean that each agent would have to take an astronomical number of calls a day.

he did acknowledge that call center ops was not something he felt UA has excelled in and that there are opportunities there. But, he added, "you guys get straight through." he said that in the past they have just said, "hey, so and so would probably be good for this... let's get so and so to head up the call centers..." without actually looking for somebody with a call center background.
UK Stages is offline  
Old Apr 17, 18, 4:48 pm
  #441  
Moderator: United Airlines; FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.85MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 61,342
Since there were no GS unique impacts, moved the recent Marriot changes and possible impact on cross status match to the existing discussion https://www.flyertalk.com/forum/unit...ed-2018-a.html

WineCountryUA
UA coModerator
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Old Apr 19, 18, 2:29 am
  #442  
 
Join Date: May 2009
Location: Singapore
Programs: Show me the points!
Posts: 1,193
A friend of mine who is GS is offering to upgrade me on a flight to North America from Sydney. He says he can get upgrades as long as my ticket isn't basic economy but I thought I needed at least W for him to be able to use a GPU. Should I play it safe and book W or would the current lowest fare of G work?
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Old Apr 19, 18, 4:23 am
  #443  
Moderator: Midwest, Las Vegas & Dining Buzz
 
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,816
Originally Posted by nichojo View Post
A friend of mine who is GS is offering to upgrade me on a flight to North America from Sydney. He says he can get upgrades as long as my ticket isn't basic economy but I thought I needed at least W for him to be able to use a GPU. Should I play it safe and book W or would the current lowest fare of G work?
You need a W. GS are not exempt from that requirement.
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Old Apr 19, 18, 4:22 pm
  #444  
 
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 3,678
Is there any special Global Services access to TSA security at MCO?
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Old Apr 19, 18, 8:43 pm
  #445  
 
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2MM/Lifetime UC, QFF Platinum, HH Diamond, HawaiianMiles
Posts: 7,673
Originally Posted by physioprof View Post
Is there any special Global Services access to TSA security at MCO?
No. One of the reasons I got CLEAR.
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Old Apr 21, 18, 5:03 pm
  #446  
 
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 3,678
Originally Posted by kirkwoodj View Post
No. One of the reasons I got CLEAR.
Thanks!
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Old Apr 22, 18, 2:20 pm
  #447  
 
Join Date: Feb 2005
Location: TPA and NoVA
Programs: UA Global Services 3MM, Hyatt Globalist
Posts: 2,917
Originally Posted by physioprof View Post
Thanks!
I second the CLEAR recommendation. It is also incredibly helpful at IAD!
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Old Apr 22, 18, 9:28 pm
  #448  
 
Join Date: Mar 2004
Location: NYC
Programs: UA GS, Amex Centurion, UA 1MM
Posts: 521
Originally Posted by UK Stages View Post
i was there, too. i agree; it was a great event... good food, eclectic venue, great service from the wait staff and bartenders. most importantly, it was an opportunity to chat with key decision makers at united, who seemed incredibly interested in our feedback. they apparently do a fair number of these events, although this was my first one... i've been invited before, but have usually been traveling and unable to attend.

oscar spoke briefly about the 747 farewell and mentioned there was a lot of drinking... he joked that he thought they spent more on alcohol on that flight than fuel. (rim shot!)

the man knows how to work the room... in addition to his public remarks, i watched as he spoke to as many customers as he could over the two or two and a half hours i was there. he didn't just say hello, but he stopped to talk for five or ten minutes with each group of attendees. i spoke to him mostly about call center operations. he mentioned some figures in terms of number of agents and number of calls received each day that i found, well, kind of hard to believe... in the sense that i think he lets other people handle that and he may not know too much about what actually goes on in call center operations himself.

he seemed like a very nice guy, somebody who is genuinely committed to his employees and to his customers.
I was there too. What a great idea and a great event. I feel equally about Oscar. Very charismatic and seemed genuinely interested. We actually spoke about his whole health ordeal and his spiritual awakening after this pretty crazy life scare.....also, something that stuck with me was how he spoke about the timing and intro of Polaris. He knew full well that it would take years to implement, and that it was a risk to intro this prematurely, but he purposely made the decision to "go for it" in order to boost company morale and to give an idealized, defnitive direction of where the company was going to go. Like build the vessel and then fill it..... I was very inspired by him and his remarks!
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Old Apr 23, 18, 8:43 am
  #449  
 
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2MM/Lifetime UC, QFF Platinum, HH Diamond, HawaiianMiles
Posts: 7,673
Originally Posted by meducate View Post
I second the CLEAR recommendation. It is also incredibly helpful at IAD!
And DEN, no GS help there either.
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Old Apr 23, 18, 8:53 am
  #450  
 
Join Date: Mar 2008
Location: New York
Programs: UA GS, Hilton Diamond, Marriott Gold
Posts: 2,413
On Saturday morning I flew out of LGA. Pre-check was closed (was 4:30am, but TSA agent said it was due to low staffing) and line was about 25-30 minutes long, longest I'd ever seen. GS agent came on board to greet me before departure and when I told her about the line she told me that if there's ever a line in the future I could go to the GS counter and the agent would escort me to the front. I wasn't aware of this, or maybe I missed this suggestion in the forum, but happy to know it even though I generally fly out of EWR.
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