Global Services Wait Time
Apr 23, 2019, 8:13 am
#1
Original Poster
Join Date: Sep 2010
Programs: UA -GS 4.5 MM, Marriott Gold, Hyatt Discoverist, Hilton Diamond
Posts: 116
Global Services Wait Time
Have any of the other GS members noticed the relatively long wait time when calling Global Services? I remember in past years, one or two rings and you were contacted to an agent. Now, it rings, tells you that your are being connected to a GS agent and typically a follow-up message that your wait time is expected to be 5 minutes. Now 5 minutes is not long and I'm sure that the wait time on the other Mileage Plus lines is longer, but this is the GS line. What is happening? They are accurate though, 4:57 and the line was answered.
Apr 23, 2019, 2:41 pm
#6
Join Date: Nov 2000
Location: San Francisco
Programs: 1K 2.2MM
Posts: 2,352
Apr 23, 2019, 3:17 pm
#9
Join Date: Jul 2008
Location: DEN
Programs: UA-GS; WN A-list;Hyatt - CC; Hertz - PC
Posts: 643
I had two calls today and waited 4 and 5 minutes respectively. I have noticed this as well the last two weeks as well. This is very inconvenient when I am on the way to the airport and need to make a change to leave a couple of hours earlier.
Apr 23, 2019, 4:47 pm
#10
Join Date: Dec 2017
Location: SF Bay Area
Programs: UA GS, AA EXP, Hyatt Globalist, Hilton Diamond, Marriott Platinum, Mlife NOIR
Posts: 320
Same here - keep getting 5 minute waits, which I never got as a 1K.
I tried calling 1K to get around the GS wait time, but it recognized my phone number and put me in the GS queue.
I tried calling 1K to get around the GS wait time, but it recognized my phone number and put me in the GS queue.
2 second wait time
Apr 23, 2019, 5:23 pm
#12
Join Date: Nov 2012
Programs: BA Bronze, United 1K, HH Gold, SPG Platinum, Marriott Platinum
Posts: 3,477
I rarely have a reason to call the 1K line. But, when I do call, every time I get the message that my call will be answered when an agent is available and then immediately I hear that ringing tone and I get an agent. So, yes, 5 minute wait for GS is pathetic. However, for me, the quality of the agent responding is more important than the wait time. When I was Chairman's Preferred on USAirways I could easily recognize the agents based in Charlotte. Same thing when I was BA Gold for the agents based in Manchester. They had a can-do attitude that made every problem disappear.
Apr 23, 2019, 6:06 pm
#13
Join Date: Feb 2008
Location: Lahaina, HI & Los Angeles, CA
Programs: UA GS
Posts: 2,403
So, yes, 5 minute wait for GS is pathetic. However, for me, the quality of the agent responding is more important than the wait time. When I was Chairman's Preferred on USAirways I could easily recognize the agents based in Charlotte. Same thing when I was BA Gold for the agents based in Manchester. They had a can-do attitude that made every problem disappear.
Apr 23, 2019, 7:15 pm
#14
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 31,974
I rarely have a reason to call the 1K line. But, when I do call, every time I get the message that my call will be answered when an agent is available and then immediately I hear that ringing tone and I get an agent. So, yes, 5 minute wait for GS is pathetic. However, for me, the quality of the agent responding is more important than the wait time. When I was Chairman's Preferred on USAirways I could easily recognize the agents based in Charlotte. Same thing when I was BA Gold for the agents based in Manchester. They had a can-do attitude that made every problem disappear.
Apr 23, 2019, 7:48 pm
#15
Join Date: Jul 2013
Programs: DYKWIA, But I'm a "Diamond Guest" UA 1K/2MM
Posts: 2,250
I'm wondering that too. I haven't been 1K for years, so I have no idea what the number is. Can someone PM it to me?
EDIT: got it. I'll probably be trying this tomorrow or the next time the GS line announces a 4 minute wait.
EDIT: got it. I'll probably be trying this tomorrow or the next time the GS line announces a 4 minute wait.
Last edited by porciuscato; Apr 23, 2019 at 8:12 pm