RAPUAFlyer

I almost always connect via DEN (never finish up at DEN) and I am always amazed by the GS service when connections are tight - probably had 6 or 7 Mercedes rides to the next flight in DEN already this year. When I land with a tight connection, GS typically calls as we taxi to let me know they are waiting for me.

Ari

So a bunch just chimed in with their experiences, but I'll jump in:

• SEA GS staff appear to be at the check-in area whenever they are expecting a GS passenger to check-in, frequently with boarding passes already printed and on the counter.
• SEA GS staff appear to be at the gate for boarding whenever a GS is on a flight and, though each does it slightly differently, I've seen many agents discretely call names around the gate area rather than general GS boarding (not on a loudspeaker), and some even have an extra copy of the boarding pass on hand to scan so you don't have to fish for your own.

The extra bit of service is not over the top in any unusual respect, just very reliable and one notices a difference and appreciates it.

That, and they rescued me from my own stupidity once. I'm sure it is up-thread somewhere, but I left an amenity kit with some Rx medicine in a seat-back pocket. I didn't notice. I'm driving away from the airport and I get a call from a local number on my cell phone. "Hello, I'm XXXXX from GS at SEA." She told me what I left on the plane and that I should drive back to the airport and call her back on that number when I'm 3 minutes away and drive to the departures area of United and she would meet me with it curbside so I wouldn't have to park and go inside. I thought that was very nice.

Totally random: This happened on June 18, 2013. How do I remember? [Google search + memory] She was holding a stack of boarding passes and vouchers when I saw her curbside and I asked her, "what's that about?" >> "We're getting a 787 in shortly; you'll read about it on the news tonight." >> "Uh Oh. Good Luck." https://www.usatoday.com/story/trave...erted/2436731/

lagunas2k

Yeah, that is my first line of defense for sure.

katan

Thanks. Obviously these days I only O/D in DEN. So I don't get to see those very positive experiences. I've received variations of such treatment in ORD/IAH/EWR/SYD, and really appreciate it. Although I've never been in a Mercedes outside of first class LH transiting FRA. But I imagine an international segment ruins the car ride since you have to pass customs. At least at IAH I got a golf cart.

That is exactly what I would want from GS at an airport. Be visible so your customer knows you are there, and be ready to support your customer when they need it. That sounds like the service in SYD, which I also think is great. In DEN, they quickly and efficiently check you in, and then that's it. When I have IRROPS, I have no clue where to go but 1-800-UNITED. If I knew there was a GS representative available, I would know exactly where to go.

I mentioned this in my complaint in another thread recently - I had IRROPS and I had the ethereal DEN GS staff making changes which was confusing what I was doing with a phone agent. I would love their help - come out of the shadows and I'll throw all my support behind you.

PanAmWT

I wonder if SFO International Departure has a GS representative presence at all. If a GS passenger has unexpected issues popping up and needs urgent help from a UA counter agent, he (she) would have a difficult time if there is a 30-deep line as twkidM3 described. If the passenger needs to go all the way to T3 Global lobby and then back he could lose precious time. In such a case if a GS agent can come out of the shadows it could save his trip.

I mention this because this is similar to what the compromise solution that I suggested. My idea was for UA to allow a CSR in the international departure lobby to escort a GS passenger who is tight in time to the left-most (1K/Polaris) counter and cut in, the way several years ago they allow GS cut in at boarding. The left line can have a small sign indicating possible GS cut in. The CSR can be any one who is watching in the lobby to direct and help passengers, and does not have to be a GS agent. Because when they allowed GS cut-in at boarding gate, no GS-specific GA was needed. The idea received positive reaction from the gentleman who called me over the phone, but unfortunately was shut down by his team.

villox

Ari

Weatherboy

I'm jealous by some of your GS experiences.

I landed in SFO on Thursday with a very tight connection. No GS agent waiting to wisk me away and no car. Fortunately, my connecting flight was across the hall. But even though the plane was at the gate and even though it would sit there for 45 mins for an ATC hold, they did an early bird and wouldn't let me board even though I arrived before departure time.

They rolled me over to the next flight which went MX.

And then they rolled me to the next flight, 2 hours later.

And the icing on the cake? For whatever reason, they decided to leave my checked bag in SFO. They didn't fly it out until the evening, leaving me bagless until Friday morning.

No sign of GS agents through my ordeal at SFO. And in response to the nastygram I emailed GS when I was finally in flight, I got a "oops, we'll try better next time" and thats it.

Who earlybirds a plane with a tight connecting GS coming into the gate across from the depature gate?! And why so eager to close a door for pushback when you know there's an extended gatehold and the plane isn't going anywhere?

stevenshev

That should have been escalated on the spot. Lazy GA.

PanAmWT

My experiences of GS helping tight connections in cities other than SFO: EWR, IAD, LAX, etc., have all been positive. I am glad that I am based in SFO, so I do not need to connect at SFO. The only negative impact of the less than desirable GS service in SFO for GS based there now is that one has to go to T3 if counter help is needed for international flights..

Based on my experience - not scientific analysis - SFO ranks top in GA not following pre-boarding procedure on GS treatment.

Being UA's largest international hub, SFO has so many GS members that UA SFO staff probably do not care that much about them as staff at other airports do.. .

nomad420

GS desk was helpful this weekend. Missed flight to SFO out of KOA due to construction near airport (KOA) entranced that turned a 15 min ride to KOA into a 90 minute ride. Called from cab and they got myself and my co-traveler onto the next flight 3 hrs later both CPU'ed into F.

getagb

FlyingHoustonian

Does the UA flight crew pay start when the door is closed or at pushback? That could be one reason. I have plenty of pilot friends at other airlines that have such deals.

nomad420

I have heard at the close of the doors. Having said that, contrary to popular opinion I have seen them "re-open" the doors for delayed/tight connecting paxs.

canadiancow

Does that mean the GS has to be flying, or can the GS convert T to XN for me as the single pax on the PNR?