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Consolidated Global Services Thread: Benefits, Questions, Experiences [2022]

Consolidated Global Services Thread: Benefits, Questions, Experiences [2022]

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Old Aug 9, 22, 10:33 am   -   Wikipost
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United Global Services ("GS") is the highest tier of MileagePlus elite status. It is by invitation only, reviewed annually -- the invite criteria is not public but seems to require substantial annual spending with UA both in terms of absolute dollar amounts and purchasing higher fare classes (higher cpm - cents per mile). There are also reports of GS status being comped by UA Marketing to VIPs in companies who sign corporate travel deals with UA, and also to those individuals that purchase an annual PassPlus enrollment of $50k or greater. The sole published way to qualify is to become a 4MM, having flown 4 million BIS miles on UA metal (plus additional grandfathered credits at the time of the UA/CO merger).
GS have enhanced services / benefits over 1Ks. There is little said publicly by UA on GS benefits and/or qualification.
Last year's thread, Consolidated Global Services Thread - Qualifications, Benefits and Q & A [2021]


Known facts concerning qualification and eligibility from United:
Quote:
Global Services recognizes the extraordinary dedication of our top flyers. We consider a number of factors beyond the usual Premier-qualifying criteria.
We look at your travel spend on United-operated flights relative to that of other top Premier flyers over recent consecutive years.
Usually, members invited to Global Services tend to consistently purchase premium cabins or fully refundable tickets.

Published Benefits
Full detail of published benefits can be found at https://mystatus.united.com/gs [MP credentials login required, existing GS only]
Shortlist (incremental/different to 1K):
  • Dedicated phone number with fastest pickup times, and generally by specially-trained GS agents. Some exceptions occur, especially during busy periods (such as when weather waivers are in effect)
  • Dedicated email address for MileagePlus and other inquiries, usually answered personally within hours
  • Dedicated check-in at main airport stations, including private Global Reception centers at major hubs, providing priority TSA security access. May bring guests/companions into Global Reception areas or dedicated GS checkin lanes who are traveling on same itinerary as GS member.
  • Instrument-supported upgrades (PlusPoints or miles) clear into PN class rather than PZ class for other elite tiers, which usually have much better availability. Instruments drawn from the GS member account and applied to other reservations will also clear into PN class.
  • Complimentary Premier Upgrades (CPUs) cleared beginning 120 hours prior to flight departure (versus 96 hours for 1K) for GS member and up to one other traveling on same PNR
  • Highest-priority when waitlisted for Upgrades, Award Travel, and Sold-out Flight Availability. GS members clear before any other status level or full-fare customers.
  • Priority Boarding, among the first to board the aircraft (currently after unaccompanied minors, people with disabilities and/or need more time boarding, Active-Duty Military, and prior to families with children under age of 2)
  • Priority handling in event of IRROPS, including next flight guarantee in case of re-accommodation, overseen by dedicated team of location-based GS Customer Service Agents (identified via gold scarves/ties)
  • Mercedes-Benz Tarmac Transfer for tight connections between flights at major hubs (cannot be requested in advance)
  • Access to United Arrivals Lounge at SFO when arriving from international flight, regardless of cabin class (no guests permitted) Closed
  • Access to Arrivals Lounge at LHR T2 when arriving from inbound UA-operated intercontinental flight, regardless of cabin (no guests permitted, must present Boarding Pass or physical GS card)
  • Access to Lufthansa / Swiss Welcome (arrival) Lounges in FRA and ZRH for same-day inbound UA intercontinental flight, regardless of cabin (no guests permitted, must present physical GS card)
  • Effective January 2021, GS members who do not have a United Club membership may access United Clubs on domestic itineraries, but no guests are permitted.
Additional Known Award and Upgrade Benefits (many unpublished)

Most benefits noted below require calling a GS agent:
  • GS can create saver economy award space (XN) if T inventory is available. United-operated flights only. Update 12 Dec 2018: Only for GS member + 1 companion.
  • GS can create saver business award space (IN) if PZ inventory is available. United-operated flights only. Update 12 Dec 2018: Only for GS member + 1 companion.
  • GS can upgrade economy awards (XN or YN) into Business / First with PlusPoints if PN inventory is available. United-operated flights only. Can now be completed online/via the app, in most circumstances.
  • GS can confirm any waitlisted instrument-supported upgrade (miles/co-pay or PlusPoints) within T-72 hours to flight departure provided at least 2 (two) J class premium seats remain for sale after the upgrade is processed and they are at the top of the waitlist.
  • GS are entitled to one Saver Award seat in the same class of service for one segment of the itinerary with their purchase of any premium cabin fare. GS agents can open space if it is not available provided that at least 2 seats remain for sale afterwards. United-operated flights only.
  • GS can upgrade a companion with an instrument (PlusPoints or miles) from Economy to Business / First when flying on a paid premium cabin fare, even if PZ or PN is not available, as long as J > 2 after upgrade processed. Companion needs to be ticketed in W class or higher on international cash fare itineraries, or ticketed in X/XN for upgrades from award tickets.
  • (Note: Only ONE of the two above options can be exercised per premium fare purchased, and for one segment in the itinerary, per caveats noted below. GS traveler must remain in same itinerary as companion)
  • GS can buy up from Basic Economy fares, which is usually forbidden
  • GS can access VIP Lounges (former Global First Lounges) in NRT, LHR, and HKG when booked in Polaris Business on an international itinerary. One guest permitted (two guests if a United Club member). Not accessed if booked in United Economy. (Note: VIP Lounges in NRT and HKG remain closed due to Covid-19; LHR VIP now open.)
Reported caveats & YMMV situations on unpublished benefits
  • Post 12/12/2018, agents have been instructed to grant only one "exception" when opening award space for a companion. Thus, you can open T->XN for a companion, or you can force a companion upgrade into PN, but you can't convert T->XN and then force clear an upgrade into PN. Some have reported success by requesting this in two separate calls.
  • Some agents will allow GS to open economy award space for a companion to allow for an upgrade with an instrument, even if XN or T are unavailable
  • According to GS Customer Service, a GS on a paid coach fare using an instrument will clear into Polaris business before a lower-status passenger with a paid PremiumPlus fare (i.e. O, A, R). In other words, for example, a paid O, A, R for a 1K will not give higher priority than a GS with a W fare if both are using 40 PlusPoints. This is true even on the gate waitlist.
  • Post 12/12/2019, agents have been instructed that they can only grant a companion exception for one segment per round trip journey. Thus, if you have a roundtrip premium fare, they will only open saver space, or force an upgrade, for one segment. This means you must either waitlist (if upgrading) or use a standard award, for the remaining segments.
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Old Jun 14, 22, 6:56 am
  #601  
 
Join Date: Feb 2020
Programs: United 4MM GS, Bonvoy Lifetime Titanium, Hilton Diamond
Posts: 205
Originally Posted by HNLbasedFlyer View Post
In the big picture. Not a lot of money. Someone else will slide in.
In a world where $75K gave me GS consistently, it may not be a lot of money for UA from just me, but if other GS' end up doing the same thing it will bite, and if the economy does head into a recession, all bets are off

Originally Posted by limey1K View Post
just curious, which airline is getting your business and are you happier with the service provided? Thanks.
+1 here. I'm doing what you're doing

Originally Posted by ctownflyer View Post
Alas, UA does not care. They have already priced in that x number of GS members will bail because of the now annual GS service cuts and they have calculated that they will still come out ahead.

The only way that changes is if enough GS members jump off the hamster wheel and throw off those calculations.
they make their choices and i will make mine

Last edited by Ocn Vw 1K; Jun 14, 22 at 8:47 am Reason: Combine consecutive posts of same member; suggest using Multi-quote feature.
LifetimeGS is offline  
Old Jun 14, 22, 7:40 am
  #602  
 
Join Date: Nov 2014
Location: LHR, DFW, J Cabins WorldWide
Programs: AA PlatPro, UA GS, DL DM, AS MVP,VA Gold, MR Titanium, HH Gold
Posts: 948
I am decently happy with the improvement of GS over 1k.. but compared to the good old days of CK/GS I can totally see how stuff was gutted. If it was not for the passplus discount and the fact that United is usually cheaper from where I need go from London; I probably would not bother otherwise. Still doing plenty of AA/VS/BA/Finnair/SQ for the rest; UA really needs to get it together on Polaris meals...
IWontRegretThis is offline  
Old Jun 14, 22, 9:41 am
  #603  
 
Join Date: Apr 2013
Location: Doylestown/Charlotte
Programs: UAL GS & Million M; Delta Gold Medallion (2 mio +); American; Hyatt Platinum Passport, Omni Platinum
Posts: 1,316
Originally Posted by manstein58 View Post
I wrote the GlobalServices “hotline” last Tuesday about an incident that happened in security on a return flight to the US. No response received at all…radio silence. Think they just do not care anymore
Still waiting, even sent a gentle reminder...no response, zero...anyone out there??? GS ain't what it used to be
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Old Jun 14, 22, 9:49 am
  #604  
 
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.5MM, AA 2MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 4,809
Originally Posted by manstein58 View Post
Still waiting, even sent a gentle reminder...no response, zero...anyone out there??? GS ain't what it used to be
Did you check your spam folder -- responses are so rare now it might have been sent there as it couldn't be real!

On a serious note - recently I have noticed a significant uptick in the amount of my messages being sent to spam - even when I mark it as not spam….
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bmwe92fan is offline  
Old Jun 14, 22, 1:45 pm
  #605  
LIH
 
Join Date: Feb 2016
Location: ORD | LGA | 2E
Programs: UA GS 1.5MM UC | AA Plat 0.5MM AC | Bonvoy Plat | Hertz PC
Posts: 941
Originally Posted by limey1K View Post
just curious, which airline is getting your business and are you happier with the service provided? Thanks.
Given that I'm ORD based AA is really the only viable option. Just for my travel patterns I'm mostly just doing my transcon flights on them which in my experience is a superior lounge, food, and on board service experience. The 3 class 774s that they're still operating are my favorite and their Flagship Lounges smoke the UC access I would otherwise have on those transcons.

My real end game is to get CK on AA (which I have some insight into being probable this year based on a proactive outreach from them) which means Flagship Lounge access even on ho-hum domestic routes. Honestly, that's more than enough to make up for anything I will be losing if my GS qualification lapses. I'll probably be both CK and GS next year so I'll have a better apples-to-apples experience to detail then. I'm 99% paid F so my irrops flexibility has remained pretty good on AA (if slightly better occasionally on UA). I never thought a better lounge set up would drag me away from GS but that's basically how little I get out of GS these days.

I should add that, while I do 5-6 INTL RTs a year, I mostly just do 1-2 day weekly trips domestically so having Flagship Lounge access at all the hubs when I'm at an airport 120 times a year is really enticing compared to sitting in a cramped, crowded, and often hot UC.
LIH is offline  
Old Jun 14, 22, 3:51 pm
  #606  
 
Join Date: Apr 2013
Location: Doylestown/Charlotte
Programs: UAL GS & Million M; Delta Gold Medallion (2 mio +); American; Hyatt Platinum Passport, Omni Platinum
Posts: 1,316
Originally Posted by bmwe92fan View Post
Did you check your spam folder -- responses are so rare now it might have been sent there as it couldn't be real!

On a serious note - recently I have noticed a significant uptick in the amount of my messages being sent to spam - even when I mark it as not spam….
i called the Mileage Plus folks to ask. They said issue was active and being examined at another level…which leads me to conclude this my experience might not be isolated. Still, would have been nice if they informed me of this rather than me chasing
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Old Jun 14, 22, 8:40 pm
  #607  
 
Join Date: Dec 2017
Location: SF Bay Area
Programs: UA GS, AA EXP, Hyatt Globalist, Hilton Diamond, Marriott Platinum, Mlife NOIR
Posts: 315
Tonight, I booked a paid business class ticket and an economy ticket for my partner. After applying PPs to my partner’s reservation I called the GS line and asked if the agent could push through the upgrade. I was told that was not possible since it was not within 72 hours of departure. I then reiterated that I was flying paid business and that the standard policy is to force an upgrade for one companion’s regardless of how far out departure is. The agent’s response was that they “now only do that for full-fare business class” and that a “Z class is not full fare.” 🙄

I HUCAed and the next agent was able to clear the upgrade with no issues.
UAflyer93 is offline  
Old Jun 14, 22, 8:59 pm
  #608  
 
Join Date: Nov 2013
Location: NYC / TYO / Up in the Air
Programs: UA GS 1.5MM, AA 2MM, EK, BA, SQ, CX, Marriot LT, Accor P
Posts: 4,809
Originally Posted by UAflyer93 View Post
Tonight, I booked a paid business class ticket and an economy ticket for my partner. After applying PPs to my partner’s reservation I called the GS line and asked if the agent could push through the upgrade. I was told that was not possible since it was not within 72 hours of departure. I then reiterated that I was flying paid business and that the standard policy is to force an upgrade for one companion’s regardless of how far out departure is. The agent’s response was that they “now only do that for full-fare business class” and that a “Z class is not full fare.” 🙄

I HUCAed and the next agent was able to clear the upgrade with no issues.
it’s a sad day when we know the UA GS unpublished rules better than UA does…..
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bmwe92fan is offline  
Old Jun 15, 22, 6:19 am
  #609  
Original Poster
 
Join Date: Dec 2004
Location: BOS<>NYC<>BKK
Programs: UA 4.1MM LT-GS; AA1MM; Amtrak SE; MAR LT TITAN; PC Plat; HIL DIA; HYA GLOB
Posts: 4,139
Time for some good news. The other day I had a superb experience with GS phone agent "Nancy." Two of us on one PNR using miles/PPs on a domestic ticket. I asked her to split the PNR, book me in paid P class, and leave my partner in PN (XN+PPs). Shares (or whatever it is these days) did not cooperate, and long story short, she spent an hour on the phone with me, keeping me informed as she worked with her support and ticketing to get things fixed after a lot went wrong. She was a very experienced agent and even knew in advance what could happen (and it did!). In the end, I had what I needed, my miles and PPs were redeposited, both tickets reissued, and she pushed through my partner's XN/PP => PN after the space disappeared. Kudos to Nancy!
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wxguy is online now  
Old Jun 15, 22, 6:28 am
  #610  
 
Join Date: Jun 2018
Posts: 406
Originally Posted by wxguy View Post
Time for some good news. The other day I had a superb experience with GS phone agent "Nancy." Two of us on one PNR using miles/PPs on a domestic ticket. I asked her to split the PNR, book me in paid P class, and leave my partner in PN (XN+PPs). Shares (or whatever it is these days) did not cooperate, and long story short, she spent an hour on the phone with me, keeping me informed as she worked with her support and ticketing to get things fixed after a lot went wrong. She was a very experienced agent and even knew in advance what could happen (and it did!). In the end, I had what I needed, my miles and PPs were redeposited, both tickets reissued, and she pushed through my partner's XN/PP => PN after the space disappeared. Kudos to Nancy!
SHe's great, I believe Chicago based.
Helped me last year with a complicated changeOffered to have me hang up and she'll return the call when she's done!
Kleinnaf is offline  
Old Jun 15, 22, 12:26 pm
  #611  
 
Join Date: Mar 2017
Location: West Orange, NJ
Programs: UA GS, HH Diamond, Hertz Pres.
Posts: 599
Originally Posted by wxguy View Post
Time for some good news. The other day I had a superb experience with GS phone agent "Nancy." Two of us on one PNR using miles/PPs on a domestic ticket. I asked her to split the PNR, book me in paid P class, and leave my partner in PN (XN+PPs). Shares (or whatever it is these days) did not cooperate, and long story short, she spent an hour on the phone with me, keeping me informed as she worked with her support and ticketing to get things fixed after a lot went wrong. She was a very experienced agent and even knew in advance what could happen (and it did!). In the end, I had what I needed, my miles and PPs were redeposited, both tickets reissued, and she pushed through my partner's XN/PP => PN after the space disappeared. Kudos to Nancy!
Same here. Had her a bunch of times and she's always super helpful, particularly on the recent FCO trip that I booked for myself and 3 companions. She ended up saving me over 200K miles.
AugustusM is offline  
Old Jun 15, 22, 3:40 pm
  #612  
 
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hyatt Globalist, CLEAR
Posts: 1,550
Originally Posted by wxguy View Post
Time for some good news. The other day I had a superb experience with GS phone agent "Nancy." Two of us on one PNR using miles/PPs on a domestic ticket. I asked her to split the PNR, book me in paid P class, and leave my partner in PN (XN+PPs). Shares (or whatever it is these days) did not cooperate, and long story short, she spent an hour on the phone with me, keeping me informed as she worked with her support and ticketing to get things fixed after a lot went wrong. She was a very experienced agent and even knew in advance what could happen (and it did!). In the end, I had what I needed, my miles and PPs were redeposited, both tickets reissued, and she pushed through my partner's XN/PP => PN after the space disappeared. Kudos to Nancy!
Originally Posted by Kleinnaf View Post
SHe's great, I believe Chicago based.
Helped me last year with a complicated changeOffered to have me hang up and she'll return the call when she's done!
Originally Posted by AugustusM View Post
Same here. Had her a bunch of times and she's always super helpful, particularly on the recent FCO trip that I booked for myself and 3 companions. She ended up saving me over 200K miles.
I am adding her name to the GS agent list provided by porciuscato. I also added the name Teresa based at Houston to the list after a recent super good experience. Both are marked with ++.
PanAmWT is offline  
Old Jun 15, 22, 4:55 pm
  #613  
 
Join Date: Mar 2001
Location: New York / Hawaii
Programs: UA Global Services, HH Diamond
Posts: 5,081
Other Legacy Matches nowadays?

Does AA or DL offer matches or challenges specifically to GS? UA consistently underdelivers and underperforms and wondering if I should use next year to try another carrier on for size. Already earned GS through January 2024.
Weatherboy is offline  
Old Jun 16, 22, 11:26 am
  #614  
 
Join Date: Mar 2017
Location: West Orange, NJ
Programs: UA GS, HH Diamond, Hertz Pres.
Posts: 599
Originally Posted by Weatherboy View Post
Does AA or DL offer matches or challenges specifically to GS? UA consistently underdelivers and underperforms and wondering if I should use next year to try another carrier on for size. Already earned GS through January 2024.
That would be a hard sell for me flying out of EWR. There are just too many reasons for me not to switch so it's imperative that I keep my UA spend up and retain my status.
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AugustusM is offline  
Old Jun 16, 22, 2:19 pm
  #615  
 
Join Date: Jan 2005
Programs: SQ, QF, UA, CO, DL
Posts: 1,972
Originally Posted by greenpau View Post
I’m consistently getting 10-15 minute wait time announcements now in the contact center line, no matter the time of day or operational conditions. Same with others?
Yes, but worse on Sundays for me. Daylight hours Mon-Fri seem to have shorter wait times and more knowledgable agents. Calling in the dead of the night from overseas yields frustration.

Originally Posted by limey1K View Post
I believe that there is a reasonably widely held belief that, due to the decimation of the long tenured GS agent ranks, many calls now roll over to non-GS trained, 1K phone agents.
This must be true. I recently called the GS number to change date, not routing, on the last legs of an international ticket. The ticket had been modified by United due to IROPS on earlier flown segments. The agent said everything had to be done by her lead because the computer would not let her change anything since the fare basis was not in USD. She spoke to me, put me on hold, spoke to her lead, spoke to me again several times. She often got confused by what I or her lead said to her. One time she said her lead put her on hold for 27 minutes. Towards the end the agent said it looked like the fare would increase by about 25% but she was not sure. After an hour I pulled the plug and tried again the next day. Got a very competent agent who said the ticket was messy but that was not my problem and made the necessary changes. No change in fare.

I cannot believe the first agent was a "GS agent" if she was not authorized to make a change to a ticket issued in a foreign currency as she claimed.

I am finding that some UA gate agents and phone agents are battle weary. A month I was trying to fly from the West Coast to London connecting in LAX. When that flight was canceled 10 minutes before boarding the sole gate agent told everyone to sit down and not approach her. She would take care of rebooking everyone and we could approach the podium when she called our name. It was like being in elementary school again. I did not wait, called GS reservations and was transferred to a same day travel disruption expert who quickly took care of me.

Whatever difficulties we are having with UA, I find it is worse with AA. I am thinking that regardless of airline the leisure destinations are where the employees are being burned out
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