Slow Demise of Global Services (Yes? No?) ....
#91
Join Date: May 2003
Location: Cleveland, OH
Programs: UA-GS 1MM), Hertz Pres Circle, Starriott Titanium)
Posts: 1,966
I often transit through SFO or EWR, at both places the Pre-check line can be absolutely massive. Problem is the TSA STILL lets everyone and their mother into the pre-check line, often first time flyers. The benefit of getting to cut to the front of this line during peak periods is actually one of my favorite bits of being GS... especially when trying to make tight international connections or trying to catch an earlier flight. .
#92
FlyerTalk Evangelist
Join Date: Aug 2005
Location: Chicago
Posts: 11,513
I fully understand all your points. All the above (minus the UC) were generally functioning as perks ("something for nothing" if that's what you want to call it) for many years. I'm simply pointing out that they have declined substantially in the last two years. It's to the point where their "120-hour upgrade processing" is mostly a joke. The service, experience and perks are getting much closer to 1K or lower. Isn't that the topic of this thread??
As far as the topic of the thread, I think that "the 'demise' of Global Services" is the topic and that any and all complaints are valid ones, but if one really hearkens back to the early days of Global Services, one can remember that there was no 120-hour window, there were no automatic 1K MileagePlus goodies (it was not MileagePlus status back then) and there was not even boarding pass notation-- it was just an internal designation with a corresponding high level of service.
If anything, it seems like there is a "regression" rather than "demise" of Global Services back to 'just' a high level of service with the additional perks added in the later years (perhaps a better description than something for nothing) being available sometimes rather than an inexorable guarantee (as they should be and were probably originally intended to be in order to encourage profitable behavior-- T to XN to PN was probably not envisioned to be published online as a GS perk). The only problem is that the "high level of service" is now grossly inconsistent.
#93
Join Date: Apr 2015
Programs: United Global Services, Amtrak Select Executive
Posts: 4,090
I often transit through SFO or EWR, at both places the Pre-check line can be absolutely massive. Problem is the TSA STILL lets everyone and their mother into the pre-check line, often first time flyers. The benefit of getting to cut to the front of this line during peak periods is actually one of my favorite bits of being GS... especially when trying to make tight international connections or trying to catch an earlier flight. .
#94
Join Date: Aug 2001
Location: San Jose, CA USA
Posts: 1,791
Not sure what OP's beef is.
UA made a mistake, it admitted that it made a mistake. The mistake could have been made for a first-time flyer or someone with a $100K cash spend.
OP has only been GS for 5 years, so he doesn't really know what it was like back before GS was a published status. In those days, a supervisor would have found the empty F seat, written a paper BP, walked the passenger onboard and explained the issue to the FA.
UA made a mistake, it admitted that it made a mistake. The mistake could have been made for a first-time flyer or someone with a $100K cash spend.
OP has only been GS for 5 years, so he doesn't really know what it was like back before GS was a published status. In those days, a supervisor would have found the empty F seat, written a paper BP, walked the passenger onboard and explained the issue to the FA.
#95
Suspended
Join Date: Aug 2017
Location: LAX, BOS, and Seat 1A
Programs: DL Plat, VS Gold, UA Plat, VX Gold (RIP), AS MVP 75K, Starriot Plat, Hertz President's Circle
Posts: 387
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.
Agreed, we need to drain the swamp.
#96
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,502
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.
Back when I was Premier Executive, I was pleased with the fact that UA acted proactively at times, and I got the occasional UG. Then when I moved up to 1K, for a short time, I 'lived well" in my flying life. Then the merger happened, and before too long, 1K was diluted, along with the entire service experience. While GS is still the top of the hill, UA's new normal means that hill is no longer as tall as it once was.
These days I fly primarily *A partners because I have been relocated, and the difference is stark. My flight experience on *A partners has been far better than it was on UA before I moved. Which is pretty sad.....
#97
Join Date: May 2003
Location: Cleveland, OH
Programs: UA-GS 1MM), Hertz Pres Circle, Starriott Titanium)
Posts: 1,966
This can be a huge benefit. If you conservatively allocate a half-hour saved each trip out of EWR (which is reasonable since you can't plan time of departure for the airport on the basis of median wait time; it has to be somewhere near maximum or you'll miss half your flights), and you make twenty trips per year that's ten hours. For a high-end NYC professional, who can bill at $2000 per hour, that can be worth $20,000. And if you travel a lot in business/first with a companion, forced saver award availability can also be worth many thousands of dollars (even tens, if lots of international travel).
A few days ago, I was transferring via IAD and got to skip the moon buggy due to a nice Mercedes transfer.
As far as the perks I get from GS, I am quite happy. Yes, there are areas for improvement*, but as far as United goes... it is as good as it gets.
*Pet peeve is that GS is effectively boarding group 3, after the loads of wheelchairs + strollers etc. Would make more sense to let the travel ninjas aka GS board first. We'd be out of the way, settled and sipping a bloody mary.
#98
Join Date: Nov 2006
Location: BOS
Programs: UA 1K (2MM); AA LT Gold (1.9 MM); SQ; WN; DL; "Bonvoy Ambassador""
Posts: 398
Heartily agree! I have often thought the same myself. I assume it is not a regulatory requirement since other airlines board those groups in different orders.
#99
Join Date: Aug 2003
Location: Northern California
Programs: I want to be free! Free!
Posts: 3,453
Agree too, though these folks also take disproportionate real estate in the boarding area and clearing them out before the lice creeps in is also probably not a bad idea in my view.
#100
Join Date: Aug 2012
Location: SFO/TPE
Programs: UA GS slavery, *A Gold, Marriott/SPG Gold, Hilton Gold, Hertz Pres Circle
Posts: 281
Actually I'm good with military boarding before me.. But I hate the fact that they let kids board. Especially those parents that are bringing kids that are like 5-10 yrs old board. Infants in mom's hand, sure, go ahead of me...
#101
Join Date: May 2003
Location: Cleveland, OH
Programs: UA-GS 1MM), Hertz Pres Circle, Starriott Titanium)
Posts: 1,966
I'm fine with Military first as well because:
1. There are almost never any on my flights
2. When there are, they are super fast & efficient.
3. Because they deserve it IMO.
#102
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: 4,387
Ironically, for all the years that I was childless, CO used to allow kids to pre-board. Then they eliminated the kids pre-board announcement for a while... during which I had kids. Literally as soon as my youngest turned 2, they revived the children under two pre-board. Now, even with GS, I STILL am stuck. I guess I need to wait till I'm a grandparent.
I'm fine with Military first as well because:
1. There are almost never any on my flights
2. When there are, they are super fast & efficient.
3. Because they deserve it IMO.
I'm fine with Military first as well because:
1. There are almost never any on my flights
2. When there are, they are super fast & efficient.
3. Because they deserve it IMO.
This would be different putting GS as #2 vs #4 in the pre-boards. Of course I agree GS should be #1 for the reasons mentioned above. Any other experiences recently?
#103
Join Date: Aug 2003
Location: Northern California
Programs: I want to be free! Free!
Posts: 3,453
For what it's worth -- and this is one datapoint -- today at SFO gate 88, the agent was reading off her screen, and announced, "First we will board passengers with disabilities, our Global Services members, then military, and finally families with children two and under." And that's how she did it.
This would be different putting GS as #2 vs #4 in the pre-boards. Of course I agree GS should be #1 for the reasons mentioned above. Any other experiences recently?
This would be different putting GS as #2 vs #4 in the pre-boards. Of course I agree GS should be #1 for the reasons mentioned above. Any other experiences recently?
#104
Join Date: Dec 1999
Location: NorCal - 1K 2MM
Posts: 2,088
I often transit through SFO or EWR, at both places the Pre-check line can be absolutely massive. Problem is the TSA STILL lets everyone and their mother into the pre-check line, often first time flyers. The benefit of getting to cut to the front of this line during peak periods is actually one of my favorite bits of being GS... especially when trying to make tight international connections or trying to catch an earlier flight. .
#105
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: 4,387
On topic for this thread, the GS reception (and UC!) should open earlier, given the number of pre-dawn departures out of SFO.