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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 28, 22, 3:56 pm
  #676  
 
Join Date: Jul 2014
Programs: AA Ck, Delta DM, Marriott ambassador , Hertz President, National EE, Hilton Diamond ,
Posts: 81
United really needs to do what CK does. Almost never a hold time.
scott56 is offline  
Old Jun 28, 22, 4:43 pm
  #677  
 
Join Date: Oct 2007
Location: Catania, Sicily/South Jersey (PHL)/Houston, Texas/airborne in-between
Programs: United Global Svcs, AA ExecPlat, WN RR, AZ(RIP) Freccia Alata+, Hilton Gold, Bonvoy Gold, Hertz Prez
Posts: 3,345
I called the GS number from my mobile around 1300hrs Houston time and got the message (paraphrasing) Hello FH we are transferring you to a Global Services representative. A very nice and helpful agent answered immediately and said Hello Mr FH how can I help. I should have paid more attention however I recall her name was Lauren (or Laura). Regardless she was great and sorted an issue for a third party purchased ticket for me that had some errors messing up pre-check and such. It all worked great, I got rechecked in for tomorrow's flight to DC, and all is well. So small data point there and a happy GS.
cesco.g likes this.
FlyingHoustonian is offline  
Old Jun 28, 22, 7:26 pm
  #678  
 
Join Date: Jan 2018
Programs: UA LT GS | UA LT Club | Marriott LT Titanium
Posts: 1,002
What they need to do is stop gaming the survey. Whenever you agree to do the survey, they send you to a higher quality pool of agents. This often leads to longer wait times for those kind enough to respond to the survey. Pure gamesmanship by the call center team, to boost their scores. United needs to have the operating discipline to stop this, and make the call centers as efficient as possible.
cesco.g likes this.
spartacusmcfly is offline  
Old Jun 28, 22, 8:47 pm
  #679  
Moderator: United Airlines; FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.85MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 59,978
Originally Posted by spartacusmcfly View Post
What they need to do is stop gaming the survey. Whenever you agree to do the survey, they send you to a higher quality pool of agents. ....
Is this speculation or do your have the data from multiple GS to support this or insider information? And how to you determine this choice was made?
WineCountryUA is offline  
Old Jun 28, 22, 9:04 pm
  #680  
 
Join Date: Jan 2018
Programs: UA LT GS | UA LT Club | Marriott LT Titanium
Posts: 1,002
Originally Posted by WineCountryUA View Post
Is this speculation or do your have the data from multiple GS to support this or insider information? And how to you determine this choice was made?
All you need to do is try. When I get 5-10 wait msg after selecting #1 for survey, then hang up and call back, selecting #2 for no survey, it goes directly through, or I get a significantly different wait time. There are clearly different queues depending on whether you choose to be surveyed. Doesn't happen 100% of the time, but often enough where the gamesmanship is obvious.
spartacusmcfly is offline  
Old Jun 28, 22, 9:09 pm
  #681  
Moderator: United Airlines; FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.85MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 59,978
Originally Posted by spartacusmcfly View Post
All you need to do is try. When I get 5-10 wait msg after selecting #1 for survey, then hang up and call back, selecting #2 for no survey, it goes directly through, or I get a significantly different wait time. There are clearly different queues depending on whether you choose to be surveyed. Doesn't happen 100% of the time, but often enough where the gamesmanship is obvious.
So pure anecdotal speculation, no control alternative
WineCountryUA is offline  
Old Jun 28, 22, 9:13 pm
  #682  
 
Join Date: Jan 2018
Programs: UA LT GS | UA LT Club | Marriott LT Titanium
Posts: 1,002
Originally Posted by WineCountryUA View Post
So pure anecdotal speculation, no control alternative
Or simply common sense...
spartacusmcfly is offline  
Old Jun 29, 22, 6:25 am
  #683  
 
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2MM/Lifetime UC, QFF Platinum, HH Diamond, HawaiianMiles
Posts: 7,481
I accepted the survey the other day & still had a wait. agent was not incompetent.
addendum: never received a call or text for survey
DELee likes this.
kirkwoodj is offline  
Old Jun 30, 22, 7:24 am
  #684  
 
Join Date: Jan 2001
Location: Corvallis, Oregon, USA
Programs: UA GS (3MM); Hilton Lifetime Diamond; Marriott Lifetime Gold; AMEX Plat; Hertz Pres
Posts: 249
Does anyone think there is a correlation between million miler status and the service you get from GS agents? I am asking because I know they can see it, and having just gone over 3MM I have had really great experiences over the last two weeks with some non-standard re-bookings due to delayed and canceled flights. I assume it is just coincidence, but am wondering if others have experienced the same thing.
Oregonflyer is offline  
Old Jun 30, 22, 8:15 am
  #685  
Moderator: Midwest, Las Vegas & Dining Buzz
 
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,761
Originally Posted by Oregonflyer View Post
Does anyone think there is a correlation between million miler status and the service you get from GS agents? I am asking because I know they can see it, and having just gone over 3MM I have had really great experiences over the last two weeks with some non-standard re-bookings due to delayed and canceled flights. I assume it is just coincidence, but am wondering if others have experienced the same thing.

I'm a 5er, and the service I receive is usually outstanding. And they mention it and thank me for it.
iluv2fly is online now  
Old Jun 30, 22, 11:00 am
  #686  
 
Join Date: May 2011
Programs: UA GS
Posts: 1,177
Originally Posted by iluv2fly View Post
I'm a 5er, and the service I receive is usually outstanding. And they mention it and thank me for it.
Do they thank you for being a 5 million miler specifically? I’m just short of 2M and I get the standard “Thanks for being a million miler with us” so I want sure if it shows them the actual miles or just “Million Miler”. Just curious
limey1K is offline  
Old Jun 30, 22, 2:07 pm
  #687  
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: 940
Originally Posted by Oregonflyer View Post
Does anyone think there is a correlation between million miler status and the service you get from GS agents? I am asking because I know they can see it, and having just gone over 3MM I have had really great experiences over the last two weeks with some non-standard re-bookings due to delayed and canceled flights. I assume it is just coincidence, but am wondering if others have experienced the same thing.
Not to be morbid but this would be a really backward way to prioritize service. UA should want the 32 year old GS with 1MM lifetime miles to be much happier than the 58 year old GS with 4MM lifetime miles. I'm talking my book a bit there but just from a business perspective; today, my spend potential has a lot more lifetime value at 38 than I will 2 decades from now when I'm sure I'll be a 3-4MMer.
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LIH is offline  
Old Jun 30, 22, 3:55 pm
  #688  
 
Join Date: Jul 2013
Programs: DYKWIA, UA GS/2MM, But I'm a "Diamond Guest"
Posts: 2,054
Originally Posted by LIH View Post
Not to be morbid but this would be a really backward way to prioritize service. UA should want the 32 year old GS with 1MM lifetime miles to be much happier than the 58 year old GS with 4MM lifetime miles. I'm talking my book a bit there but just from a business perspective; today, my spend potential has a lot more lifetime value at 38 than I will 2 decades from now when I'm sure I'll be a 3-4MMer.
If United develops a reputation of giving 2nd rate treatment to lifelong loyal customers, future lifelong customers will take note and go elsewhere.
porciuscato is offline  
Old Jun 30, 22, 6:46 pm
  #689  
Moderator: Midwest, Las Vegas & Dining Buzz
 
Join Date: Jun 2001
Location: Chicago, Illinois
Posts: 17,761
Originally Posted by limey1K View Post
Do they thank you for being a 5 million miler specifically? I’m just short of 2M and I get the standard “Thanks for being a million miler with us” so I want sure if it shows them the actual miles or just “Million Miler”. Just curious
They specifically mention 5 million and often make a comment on how much flying I have done.
iluv2fly is online now  
Old Jun 30, 22, 7:48 pm
  #690  
 
Join Date: Nov 2017
Location: New York City
Programs: UA GS 1MM
Posts: 199
This is a reminder on how amazing the GS team is in Seattle.
They saved my day today.
I caught myself dreaming how it must be great to have such a fantastic time at its home based airport.

But I fly out of EWR.
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