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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 Jul 6, 22, 8:20 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 22, 22, 6:19 am
  #646  
 
Join Date: May 2011
Programs: UA GS
Posts: 1,159
Originally Posted by Kleinnaf View Post
THe agent is correct, GS sponsored Pp only goes higher on list for Polaris PN VS PZ..
While premium is RN for everyone.
Second agent confirmed the same. Seems strange but OK. She then told me that there are four 1K on PP ahead of her for Polaris because she's only MP General
limey1K is offline  
Old Jun 22, 22, 9:00 am
  #647  
 
Join Date: Nov 2017
Location: New York City
Programs: UA GS 1MM
Posts: 184
Originally Posted by limey1K View Post
Second agent confirmed the same. Seems strange but OK. She then told me that there are four 1K on PP ahead of her for Polaris because she's only MP General
So, 1K on plus points should be ahead of your mom only if they are sponsored by GS plus point with PN.

For the premium plus cabin : your mom may still clear by the computer before other people.
It happened to my dad and mom who cleared 2h before boarding into Premium plus even though they were #6 and #7 on the upgrade list and no one before them cleared.
benewr is offline  
Old Jun 22, 22, 9:41 am
  #648  
 
Join Date: Nov 2018
Posts: 17
Originally Posted by greenpau View Post
HUCA - there is so much confusion on this point now. They get lost in their agent internet site, called Wingtips, and confuse all the various scenarios. I am realizing now that half the time I am kept on hold for 20 minutes it is because an agent is poring through Wingtips.

Same thing happened to me two weeks ago. Many untrained reps working the GS desk at times. HUCA worked for me.
Rocketman1 is offline  
Old Jun 22, 22, 10:35 am
  #649  
 
Join Date: Nov 2017
Location: New York City
Programs: UA GS 1MM
Posts: 184
Originally Posted by Rocketman1 View Post
Same thing happened to me two weeks ago. Many untrained reps working the GS desk at times. HUCA worked for me.
And maybe thatís why the wait time is so long if we have to call 5 times to get something done.
LAXOGG likes this.
benewr is offline  
Old Jun 22, 22, 2:32 pm
  #650  
 
Join Date: Nov 2009
Location: SFO, TPE, HNL
Programs: UA GS 4MM, RCC life member (paid), Marriott Lifetime Titanium, Hilton Silver. CLEAR
Posts: 1,536
Originally Posted by greenpau View Post
HUCA - there is so much confusion on this point now. They get lost in their agent internet site, called Wingtips, and confuse all the various scenarios. I am realizing now that half the time I am kept on hold for 20 minutes it is because an agent is poring through Wingtips.
It would be nice if we could preview Wingtips for our specific situation, and direct the new (or fake) GS agent to the relevant paragraphs to save everyone's time. Or if there might be some insiders who could address some of the most frequent controversies, like whether the pushed through UG is limited to one segment only. I guess UA wants to hold their cards close to chest, but I don't understand why they want to do that against supposedly their best customers.

In late 2020 I had an interaction with a veteran male GS agent, who retired from Army after decades of military service. He was pretty bored not getting a call all day, so we had a conversation of almost 10 minutes on various things in life, like how to compare serving in Army versus for UA. I bought a one-way F ticket SFO-HNL and asked him to push through an upgrade for my wife from Y. We were able to get IN seats on the return. I already posted the experience in FT at that time, and am now posting it again below:

He said something like the following:

Only one way flight? I will not ask how you return to SFO. There are lots of empty seats so UA will allow me to upgrade her. UA has told us how you guys trying to book two one-way tickets, in order to avoid the limit of pushing through only one way in a RT ticket. You guys are smart but UA is smarter. They know all the tricks you guys do. But we have been told by the company to not enforce all the rules now, so I am very happy to be able to help.
PanAmWT is offline  
Old Jun 22, 22, 2:33 pm
  #651  
 
Join Date: May 2012
Location: Westchester NY
Programs: UA GS 4+ MM
Posts: 346
Originally Posted by limey1K View Post
Second agent confirmed the same. Seems strange but OK. She then told me that there are four 1K on PP ahead of her for Polaris because she's only MP General
A few months ago I also confirmed this. When I sponsor others now I do not even bother with the Premium Plus cabin. My non premier friends frequently rank last on the upgrade list using GS points, while they rank first on the Polaris upgrade list. Weird, but that's how the system is designed and is not an error.
dkc715 is offline  
Old Jun 22, 22, 3:14 pm
  #652  
 
Join Date: Feb 2004
Location: Houston, TX, USA
Programs: UA 1K3MM
Posts: 190
Originally Posted by greenpau View Post
HUCA - there is so much confusion on this point now. They get lost in their agent internet site, called Wingtips, and confuse all the various scenarios. I am realizing now that half the time I am kept on hold for 20 minutes it is because an agent is poring through Wingtips.
I recently had the same experience - I was concerned.
SuiteFlyer is offline  
Old Jun 22, 22, 4:40 pm
  #653  
 
Join Date: Nov 2007
Location: LAX (former SFO)
Programs: UA Global Services, Hilton Honors Diamond, Marriott Gold, Hyatt Discoverist
Posts: 567
T Space Saver Award

I found T(1) via expert view in the app for both segments on an upcoming flight option I want to book with miles.

The app shows 45k Econ Saver (even when logged in with my GS account). Called GS desk and they say they donít see T class available in their system so they canít offer the Econ saver award at 12.5K. Anyone know whatís going on here? This is now the 3rd time this has happened.
globetraveler is offline  
Old Jun 22, 22, 5:05 pm
  #654  
 
Join Date: Apr 2021
Location: HPN, SFO, HNL, or somewhere in between
Programs: UA 1K, JetBlue Mosaic
Posts: 133
Originally Posted by globetraveler View Post
I found T(1) via expert view in the app for both segments on an upcoming flight option I want to book with miles.

The app shows 45k Econ Saver (even when logged in with my GS account). Called GS desk and they say they donít see T class available in their system so they canít offer the Econ saver award at 12.5K. Anyone know whatís going on here? This is now the 3rd time this has happened.
Same issue as here?
How to see if "T" fare is available
JALsnipe is offline  
Old Jun 22, 22, 5:12 pm
  #655  
 
Join Date: Aug 2002
Location: LA,NYC
Programs: AA-EXP 2.2 MM,UA-GS,DL-PL,HH-DM,MR-PL,*Wood-PL
Posts: 264
Just
Had something similar I am trying to have my daughter fly with me In Polaris on a saver award As my companion I am booked in J class and there is J4 available for revenue I called up and they said it can no longer be done unless I have an economy confirmed for my daughter and then they will use plus points to upgrade and economy is sold out I said they should be able to Clear her direct in the same cabin as I am on saver inventory she said she couldnít, after being on hold for a supervisor the supervisor put me on hold for another 20 minutes and came back with the same answer HUCA and the same story I donít believe these are real GS agents this is pretty frustrating if companion awards are not available even for one way the benefits of GS are really dwindling
lakid is offline  
Old Jun 22, 22, 7:19 pm
  #656  
 
Join Date: Apr 2013
Location: Doylestown/Charlotte
Programs: UAL GS & Million M; Delta Gold Medallion (2 mio +); American; Hyatt Platinum Passport, Omni Platinum
Posts: 1,301
Kirby=Smisek stealth
manstein58 is offline  
Old Jun 22, 22, 8:18 pm
  #657  
 
Join Date: May 2002
Location: US
Programs: UA GS 2MM
Posts: 1,624
Originally Posted by lakid View Post
Just
Had something similar I am trying to have my daughter fly with me In Polaris on a saver award As my companion I am booked in J class and there is J4 available for revenue I called up and they said it can no longer be done unless I have an economy confirmed for my daughter and then they will use plus points to upgrade and economy is sold out I said they should be able to Clear her direct in the same cabin as I am on saver inventory she said she couldnít, after being on hold for a supervisor the supervisor put me on hold for another 20 minutes and came back with the same answer HUCA and the same story I donít believe these are real GS agents this is pretty frustrating if companion awards are not available even for one way the benefits of GS are really dwindling
My experience has been the same, though I understand this rule. They can book her in IN at IN prices, but agree with United that to book XN and upgrade with PP requires XN space.
cmhua777 is offline  
Old Jun 22, 22, 8:25 pm
  #658  
 
Join Date: Sep 2011
Location: SFO / LHR
Programs: UA GS 2.02MM / UC / AS Gold 75K / Bonvoy Plat / Hilton Diamond
Posts: 867
Originally Posted by lakid View Post
Just
Had something similar I am trying to have my daughter fly with me In Polaris on a saver award As my companion I am booked in J class and there is J4 available for revenue I called up and they said it can no longer be done unless I have an economy confirmed for my daughter and then they will use plus points to upgrade and economy is sold out I said they should be able to Clear her direct in the same cabin as I am on saver inventory she said she couldnít, after being on hold for a supervisor the supervisor put me on hold for another 20 minutes and came back with the same answer HUCA and the same story I donít believe these are real GS agents this is pretty frustrating if companion awards are not available even for one way the benefits of GS are really dwindling
Thatís definitely not the policy - itís either/or - either Saver IN if J>3, or Economy + PP. An agent read that to me directly from the Wingtips site. Still only one exception, one segment.

Originally Posted by PanAmWT View Post
It would be nice if we could preview Wingtips for our specific situation, and direct the new (or fake) GS agent to the relevant paragraphs to save everyone's time. Or if there might be some insiders who could address some of the most frequent controversies, like whether the pushed through UG is limited to one segment only. I guess UA wants to hold their cards close to chest, but I don't understand why they want to do that against supposedly their best customers..
Agreed. We used to know all the ďGGĒ codes and lines within policies under the old system, but now that has all been ported to intranet sites. Each workgroup has their own - Reservations has Wingtips, FAs have Flying Together, etc.

It ties up the phone lines, no doubt. There has to be an easier way.

Originally Posted by Rocketman1 View Post
Same thing happened to me two weeks ago. Many untrained reps working the GS desk at times. HUCA worked for me.
Originally Posted by benewr View Post
And maybe thatís why the wait time is so long if we have to call 5 times to get something done.
Exactly! Not sure what is happening lately, but itís taking ages to get anything done on the phone - regular revenue tickets or award/benefits.
greenpau is offline  
Old Jun 22, 22, 8:38 pm
  #659  
 
Join Date: Aug 2002
Location: LA,NYC
Programs: AA-EXP 2.2 MM,UA-GS,DL-PL,HH-DM,MR-PL,*Wood-PL
Posts: 264
Originally Posted by cmhua777 View Post
My experience has been the same, though I understand this rule. They can book her in IN at IN prices, but agree with United that to book XN and upgrade with PP requires XN space.
I requested IN space and pay in full with mileage at the saver rate they said that is no longer done the only way to ď forceĒ a Polaris seat as a GS companion benefit is via upgrading from economy that is to to either have a paid economy or XN ticker and then upgrade with PP points as I mentioned earlier this was from a CSA to a supervisor then HUCA and the same answer , if this is true policy then itís a major devaluation of GS benefits
lakid is offline  
Old Jun 23, 22, 2:17 am
  #660  
 
Join Date: May 2011
Programs: UA GS
Posts: 1,159
Originally Posted by lakid View Post
Just
I donít believe these are real GS agents this is pretty frustrating if companion awards are not available even for one way the benefits of GS are really dwindling
I had a 60 min call with numerous holds yesterday that resulted in the "GS agent" named Ms Rxxx asking if she could call me back. 30 min later I get the call back and she says "Hi, this is Ms Rxx with United web support, sorry Global Services, and I have some answers for you". I am 100% sure she was not a GS agent based on that and the fact that I had to walk her through most of what I was trying to accomplish.
limey1K is offline  

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