Slow Demise of Global Services (Yes? No?) ....
Jul 12, 2018, 4:38 pm
#17
Original Poster
Join Date: Jan 2008
Posts: 5
FWIW - I was a GS for a couple of years a decade ago then didn't travel for a few years; the level of service has generally declined in the past year. Before, seems like I would not have had the problem I had earlier this week. As others have noted, the consistency of service has changed.
Due to my travel schedule - I'm flying 3 out of 4 weeks and often a couple of cities, so I probably do see more varied things. Thankfully, I'm not connecting often, so I rarely see that process.
I'm out of DEN, so there's no expedited lane. Yes, in ORD and EWR it is helpful.
For all intents, I'm traveling on my own dime. I've flown with Delta, American (neither of which I have any status) and Lufthansa in the past year and have received equal treatment. Or said another way, I didn't feel I was being treated any worse or better than being a GS (and I don't want to be fawned over).
I've tried using the upgrades which are available to me and they've rarely worked - the exception is month plus out travel - and that's very much the exception for my schedule. My business partner, who is also GS, tried using vouchers for a recent family trip and could not get them to work.
I have other experiences - those were just the bigger ones beyond the normal dealing with travel.
And if I see how the GS service is - I can only imagine what it would be for the 1k's. Maybe there's just more GS', maybe I'm being sensitive, maybe United has changed their approach to GS, maybe everything just seemed better in the past.
Due to my travel schedule - I'm flying 3 out of 4 weeks and often a couple of cities, so I probably do see more varied things. Thankfully, I'm not connecting often, so I rarely see that process.
I'm out of DEN, so there's no expedited lane. Yes, in ORD and EWR it is helpful.
For all intents, I'm traveling on my own dime. I've flown with Delta, American (neither of which I have any status) and Lufthansa in the past year and have received equal treatment. Or said another way, I didn't feel I was being treated any worse or better than being a GS (and I don't want to be fawned over).
I've tried using the upgrades which are available to me and they've rarely worked - the exception is month plus out travel - and that's very much the exception for my schedule. My business partner, who is also GS, tried using vouchers for a recent family trip and could not get them to work.
I have other experiences - those were just the bigger ones beyond the normal dealing with travel.
And if I see how the GS service is - I can only imagine what it would be for the 1k's. Maybe there's just more GS', maybe I'm being sensitive, maybe United has changed their approach to GS, maybe everything just seemed better in the past.
Jul 12, 2018, 5:02 pm
#18
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,478
I've tried using the upgrades which are available to me and they've rarely worked - the exception is month plus out travel - and that's very much the exception for my schedule. My business partner, who is also GS, tried using vouchers for a recent family trip and could not get them to work.
With just a little knowledge and flexibility, you should be able to make good use of those GS GPUs.
Jul 12, 2018, 5:05 pm
#19
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.997MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,859
A key difference from the past, including 3-4 years ago, is there is less flexibility in the system. AU and all airlines are doing a better job of using there capacity and with a generally positive economy, there are more and more paid for the front of the plane. The net is if something goes wrong that is less UA can do about even if it tries to pull rank.
Such as in the OPs first case, the cabin was full of GS -- not much room there to respond.
This is particular an issue when UA makes a self-inflicted mistake.
Such as in the OPs first case, the cabin was full of GS -- not much room there to respond.
This is particular an issue when UA makes a self-inflicted mistake.
Jul 12, 2018, 5:57 pm
#20
Join Date: Oct 2003
Location: Washington, DC
Programs: UA 4 million miler; Hilton goldMarriott platinum elite
Posts: 63
I have been GS continuously since the category was created 15 (?) years ago. There has been some deterioration in benefits—for example relatives/friends traveling on award tickets using my miles no longer automatically get seats in economy plus or Mercedes gate to gate transfers. But I don’t see any decline in treatment I receive from UA. If anything treatment has improved.u
Jul 12, 2018, 6:00 pm
#21
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
I have been GS continuously since the category was created 15 (?) years ago. There has been some deterioration in benefits—for example relatives/friends traveling on award tickets using my miles no longer automatically get seats in economy plus or Mercedes gate to gate transfers. But I don’t see any decline in treatment I receive from UA. If anything treatment has improved.u
Jul 12, 2018, 6:48 pm
#22
Join Date: May 2017
Posts: 2,281
I would venture a guess that is a result of other people buying into the seats while the economy continues to boom and not a change on UA's part of how they allocate upgrades.
Jul 12, 2018, 7:27 pm
#23
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 1,301
I feel for the OP, not because the are GS, but because what happened to them shouldn’t happen to any status flyer. As a 1K I would have been in the face of a lot of people over this. The one thing I expect is to not have my seat or reservation screwed up. If I don’t get an upgrade or PDB, I’ll live.
Jul 12, 2018, 7:34 pm
#24
Join Date: Oct 2009
Programs: UA 1K, Hilton ♦ , Hyatt Carbonado, Wyndham ♦, Marriott PE, "Stinking Bum" elsewhere.
Posts: 5,001
I was just on a flight with a guy who had paid cash for his international Polaris flight who knew nothing about how to use GPUs/RPUs. He was bemused that I had been upgraded to biz using a GPU and asked me how to do it. He told me that he was a 1K, but that he had equal status on 2 other carriers, and that he didn't really pay attention the the FF benefits on any of them.
Jul 12, 2018, 9:31 pm
#25
Join Date: Feb 2001
Location: NYC
Programs: UA MileagePlus 2MM
Posts: 1,567
I've been GS for 4 years so I can't compare to the golden era.
I have detected a slight decline in telephone agent adeptness.
Only time I felt operational failure and left to my own was on a YVR-SFO-EWR flight in May where I misconnected due to SFO weather inbound delay, wasn't sure but thought someone might come meet me at gate with options (nope), went to connecting gate where I arrived 5 minutes before STD so understand flight closed and I missed it. I didn't reveal my status but gate agents were just having a bad day. So went to United Club and found an Agent who got me on a PS flight in business class 5 hours later. It's the best they could do, but then that flight was delayed 3 hours so my journey Vancouver to NYC ended up being 20 hours. It happens. I suspect there were so many misconnected people that GS couldn't keep up. But it's the only time I needed UA to come up with a miracle and it didn't happen!
I have detected a slight decline in telephone agent adeptness.
Only time I felt operational failure and left to my own was on a YVR-SFO-EWR flight in May where I misconnected due to SFO weather inbound delay, wasn't sure but thought someone might come meet me at gate with options (nope), went to connecting gate where I arrived 5 minutes before STD so understand flight closed and I missed it. I didn't reveal my status but gate agents were just having a bad day. So went to United Club and found an Agent who got me on a PS flight in business class 5 hours later. It's the best they could do, but then that flight was delayed 3 hours so my journey Vancouver to NYC ended up being 20 hours. It happens. I suspect there were so many misconnected people that GS couldn't keep up. But it's the only time I needed UA to come up with a miracle and it didn't happen!
Jul 12, 2018, 11:00 pm
#26
Join Date: May 2012
Location: Orange County, CA
Programs: United GS, MM, Hyatt Globalist, Hilton Diamond
Posts: 598
Jul 12, 2018, 11:00 pm
#27
Join Date: Nov 2007
Location: LAX
Programs: UA Global Services 1MM,, AA Exec Plat. Hilton Honors Diamond, Marriott Gold, Hyatt Globalist
Posts: 606
I think the issue here is United overall, not necessary a GS thing. Yes, the GS ranks have swelled in recent years, but I think the various issues described in this thread are proof points that UA doesn’t have their act together on the passenger experience as a whole.
United needs to empower their employees to do the right thing, which they claim they have (and I realize the deep challenges here), but this is where many of the problems reside. There’s a pervasive legacy mindset that doesn’t allow UA to get out of their own way.
Some Random Examples:
- No lounge access for GS? You have a customer spending $100k/yr yet you don’t offer comp United Club access? This is an embarrassment and a great example that UA just doesn’t get it. Who is making this decision?
Non GS related:
- UA Y buy on board domestically is terrible. Pizza, burger or sandwich? No thanks. Can’t you offer some salads etc for those who want to eat healthy?
- Streaming entertainment sucks. DL has seat back which I much prefer- so much easier- gives you flexibility.
- UA is still taking delivery of non Polaris seats on Dreamliner's? Again I respect supply chain considerations here but why would you continue to take delivery of an old product that will ultimately stay with you fleet for years??
- Recent meal reduction fiasco in F? They corrected course here but again, who is making these “passenger focused” decisions?
Maybe if an exec who was making all of these decisions went through a real day in the life as a real passengwr and encountered the amount of friction there is in the UA experience they would make some changes.
United needs to empower their employees to do the right thing, which they claim they have (and I realize the deep challenges here), but this is where many of the problems reside. There’s a pervasive legacy mindset that doesn’t allow UA to get out of their own way.
Some Random Examples:
- No lounge access for GS? You have a customer spending $100k/yr yet you don’t offer comp United Club access? This is an embarrassment and a great example that UA just doesn’t get it. Who is making this decision?
Non GS related:
- UA Y buy on board domestically is terrible. Pizza, burger or sandwich? No thanks. Can’t you offer some salads etc for those who want to eat healthy?
- Streaming entertainment sucks. DL has seat back which I much prefer- so much easier- gives you flexibility.
- UA is still taking delivery of non Polaris seats on Dreamliner's? Again I respect supply chain considerations here but why would you continue to take delivery of an old product that will ultimately stay with you fleet for years??
- Recent meal reduction fiasco in F? They corrected course here but again, who is making these “passenger focused” decisions?
Maybe if an exec who was making all of these decisions went through a real day in the life as a real passengwr and encountered the amount of friction there is in the UA experience they would make some changes.
Jul 12, 2018, 11:11 pm
#28
Join Date: Apr 2015
Posts: 52
There have also been some discounts to buy up Business, sold in the kiosk ,and people are buying. Hence less available for complimentary or coupon upgrades.
Jul 12, 2018, 11:27 pm
#29
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,478
Dometic F fares have been reduced substantially the past few years, so more people can afford to buy F. The economy is doing well, so more people are inclined to buy F (especially true here in the bay area). The Y cabins are getting ever more miserable (more seats, more passengers, less padding), so there's more incentive to buy out of them.
Net result, upgrades are getting harder and harder, which creates more demand for paid F, because flying economy is miserable and the upgrade's not going to clear, so might as well suck it up and buy F at booking . . . it's kind of a vicious cycle from the passenger's perspective.
Jul 12, 2018, 11:38 pm
#30
Join Date: Sep 2008
Posts: 7,875
It is funny all those who think GS is great are those who are not (well, mostly). Case of the grass being greener on the other side