Slow Demise of Global Services (Yes? No?) ....
#31
A FlyerTalk Posting Legend
Join Date: Apr 2013
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#32
Join Date: Jan 2017
Location: SFO
Programs: United 1MM GS, Marriott Platinum Elite, Hilton Diamond, Hertz President's Circle
Posts: 283
Um, so what did they do to fix their mistake? Nothing? How is that acceptable? If you go to a store and they charge you extra, you point it out and the cashier apologizes but does not return your money or change anything, is that a good resolution for you?
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
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
For those GS that CONSTANTLY complain about UA, I don’t understand why they don’t just take their business elsewhere? Maybe CK or 360 would fit their needs better and make them less unhappy?
#33
Join Date: Oct 2015
Location: SAN
Programs: 1K (since 2008), *G (since 1990), 1MM
Posts: 3,219
Yes, a booming economy combined with static or nearly static premium cabin inventory results in more paying pax.
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.
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.
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.
The passanger was a 1K (in Y) and he orders Indian vegetarian (or something like that), it is in his profile for special meals but catering had not bordered his meals for the flight. 13 hours is a long time without a meal when there are two + snack in Y.
I was very impressed by the proactive FA who asked for his reservation to ensure the meal was noted (something about a code) and then he was going to file a report. He also put some "goodies" together for the passenger.
So exemplary service by the FA, with limited resources in the air, but how does United screw that up for a 1K?
Last edited by WineCountryUA; Jul 13, 2018 at 11:26 pm Reason: merging consecutive posts by same member
#34
Join Date: Sep 2009
Programs: UA GS>1K>Nothing; DL DM 2MM; AS 75K>Nothing>MVP
Posts: 9,341
Not to take this to far off topic, but given....
- No more GF
- No more GFL
- Relatively inexpensive domestic F fares
- Never book paid or award economy tickets anymore
- Rarely need to speak to any kind of agent
- Access to United Clubs with Chase card
- Totally noncompetitive international premium product (last two trips were CX and JL F)
- Massive devaluation of mileage redemption for premium partner awards
- Have Pre-Check, GE and ABTC
- Used to be GS, now Platinum.....
#35
Join Date: Jan 2010
Posts: 361
Global services to me are angels watching over us! Global services is second to none! I am a high segment flyer and they literally take care me every single week! No one negative thing to say about the people that always go above and beyond to take care me, I know one thing for sure if wasn’t for Global services I could not do what I do!!
#36
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Posts: 19,719
This. I have concluded nobody can fix United.
#37
Join Date: Jan 2017
Location: SFO
Programs: United 1MM GS, Marriott Platinum Elite, Hilton Diamond, Hertz President's Circle
Posts: 283
Not to take this to far off topic, but given....
- No more GF
- No more GFL
- Relatively inexpensive domestic F fares
- Never book paid or award economy tickets anymore
- Rarely need to speak to any kind of agent
- Access to United Clubs with Chase card
- Totally noncompetitive international premium product (last two trips were CX and JL F)
- Massive devaluation of mileage redemption for premium partner awards
- Have Pre-Check, GE and ABTC
- Used to be GS, now Platinum.....
PN vs R
Last edited by SFOdelayed; Jul 13, 2018 at 7:06 am
#38
Join Date: Jul 2017
Location: Outside of Cleveland Ohio
Programs: UA *G. DL ̶G̶O̶L̶D̶ Member, Hilton/SPG Gold, Hertz PC
Posts: 362
Flying to ATL from DEN earlier this week and the gate agent calls my name prior to the commencement of boarding. Goto the counter and she asks me if I'm going to check in. With a confused look, I tell her I'm already checked in and show my boarding pass. She then hands me a paper boarding pass showing an economy seat - despite my 1st class purchase and checked in reservation. At nearly the same time, my phone refreshes and the seat assignment changes. Although I requested a GS agent to come to the gate to understand why I'm being bumped out of of my reserved seat, she places a call. The agent on the phone indicates that due to my change in my reservation earlier that day (for the return only) the whole reservation has been changed. Further, the change in the return, which was also a 1st class purchase, more than doubled the overall fare. Despite asking various questions - can we just change back to the original reservation, is another GS taking my seat, are there other GS' in the 1st class cabin, etc.; they would not honor my reservation and place me in coach.
Maybe my expectations are out of line, but the overall feel of GS has changed. Other than getting to board 1st and the special phone line (I get the same service from our travel agent) - there's nothing premium about the service. The only time I have seen a GS agent was in Philly and I was taken aback - I told her I thought they had stopped the pre-plane greeting a long time ago.
#39
Join Date: Mar 2011
Location: Colorado
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Posts: 1,261
The net result of this is that I no longer buy expensive refundable fares and always buy the cheapest advance fare. Excluding international (where I purchase business), my domestic spend on United will be 25-30K less this year than last year.
#40
Join Date: Sep 2009
Programs: UA GS>1K>Nothing; DL DM 2MM; AS 75K>Nothing>MVP
Posts: 9,341
Sorry I must have missed something. Could you explain how this is a benefit to someone who never books paid or award economy tickets?
#41
Join Date: May 2012
Location: ORF, RIC
Programs: UA LT 1K, 3 MM; Marriott Titanium; IHG Platinum
Posts: 6,958
For family members booked in economy and upgraded with GPUs, or for a companion traveling in Polaris (convert T to XN and then applying GPU to award ticket; or something like that).
#42
Join Date: Sep 2008
Posts: 7,875
As others noted, it becomes where you are chasing status for status sake. Sure, there are some benefits. But like levels in games, the most desirable benefit is bring able to say you are at the next level.
#43
Join Date: Sep 2009
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Posts: 9,341
#44
Join Date: Feb 2008
Programs: 6 year GS, now 2MM Jeff-ugee, *wood LTPlt, SkyPeso PLT
Posts: 6,526
For me the option was not did I stay GS on UA vs CK/360, the question was whether I flew UA or simply flew whomever offered the best deal/schedule/product at any time.
UA IMHE gutted the benefits of GS in 2012, IRROPS got far worse and the handling far worse too, UA stated to sell upgrades and I found myself in the back on some high fares where TODs took those seats, and UA cut award availability and also dramatically increased the miles required for an award. This combined with gutting the product quality make flying UA not such a good deal. I started flying DL and VX and just paying for F on longer flights. I actually found that I was getting a better experience as a Gold, then PLT on DL than I was as a GS on UA.
There are a certain limited number of customers who not only fly on high fares, but fly on a LOT of them (high spend + high c/mi) AND are potentially "reachable" by UA. Nearly all of these folks are not "chasing status" they are looking for an airline that fits their needs and makes them feel like their business is appreciate. These customers (and the 1Ks flying on higher fares) are not fungible, and United does itself no good when they end up flying DL or better foreign carriers over United.
#45
Join Date: Sep 2009
Programs: UA GS>1K>Nothing; DL DM 2MM; AS 75K>Nothing>MVP
Posts: 9,341
......
UA IMHE gutted the benefits of GS in 2012, IRROPS got far worse and the handling far worse too, UA stated to sell upgrades and I found myself in the back on some high fares where TODs took those seats, and UA cut award availability and also dramatically increased the miles required for an award. This combined with gutting the product quality make flying UA not such a good deal. I started flying DL and VX and just paying for F on longer flights. I actually found that I was getting a better experience as a Gold, then PLT on DL than I was as a GS on UA.
There are a certain limited number of customers who not only fly on high fares, but fly on a LOT of them (high spend + high c/mi) AND are potentially "reachable" by UA. Nearly all of these folks are not "chasing status" they are looking for an airline that fits their needs and makes them feel like their business is appreciate. These customers (and the 1Ks flying on higher fares) are not fungible, and United does itself no good when they end up flying DL or better foreign carriers over United.
UA IMHE gutted the benefits of GS in 2012, IRROPS got far worse and the handling far worse too, UA stated to sell upgrades and I found myself in the back on some high fares where TODs took those seats, and UA cut award availability and also dramatically increased the miles required for an award. This combined with gutting the product quality make flying UA not such a good deal. I started flying DL and VX and just paying for F on longer flights. I actually found that I was getting a better experience as a Gold, then PLT on DL than I was as a GS on UA.
There are a certain limited number of customers who not only fly on high fares, but fly on a LOT of them (high spend + high c/mi) AND are potentially "reachable" by UA. Nearly all of these folks are not "chasing status" they are looking for an airline that fits their needs and makes them feel like their business is appreciate. These customers (and the 1Ks flying on higher fares) are not fungible, and United does itself no good when they end up flying DL or better foreign carriers over United.