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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 Jul 5, 22, 7:52 am
  #721  
 
Join Date: Apr 2009
Location: Houston
Programs: UA GS 2MM/Lifetime UC, QFF Platinum, HH Diamond, HawaiianMiles
Posts: 7,493
Originally Posted by PBIFLL View Post
Did you say something to the gate agent?
Oh yes.
kirkwoodj is online now  
Old Jul 5, 22, 7:57 am
  #722  
 
Join Date: Apr 2022
Posts: 30
Originally Posted by bakrgby View Post
The standard GS policy has always been no matter what they clear above 1Ks (even a GS cpu is above a 1K with PP) the same applies to the premium plus situation. It’s a gate agent who should go off of the computer and not their own mind
United.com is clear any PP passenger will clear before a GS. So its not relaly the GA going by their own mind. Whats odd is that the computer supports the GS understanding of always being prioritized even over a 1K in PP. The GA is admittedly following the policy as publicized to the masses.
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Stopwatch430 is offline  
Old Jul 5, 22, 8:14 am
  #723  
 
Join Date: Nov 2017
Location: New York City
Programs: UA GS 1MM
Posts: 205
Originally Posted by Stopwatch430 View Post
United.com is clear any PP passenger will clear before a GS. So its not relaly the GA going by their own mind. Whats odd is that the computer supports the GS understanding of always being prioritized even over a 1K in PP. The GA is admittedly following the policy as publicized to the masses.
Yes but GS is unpublished and a lot of the benefits are unpublished.
If the computer says I’m #1 the GA should clear #1.
If not, it opens the door to everything.
benewr is offline  
Old Jul 5, 22, 12:03 pm
  #724  
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: 60,068
Originally Posted by benewr View Post
Yes but GS is unpublished and a lot of the benefits are unpublished.
If the computer says I’m #1 the GA should clear #1.
If not, it opens the door to everything.
Yes there are number of waitlist issue where GS are handled outside the published rules. SUch as GS CPU beats a non-GS waitlisted PlusPoints.

GS, GS supported waitlist are on the PN wiatlist, others are on the PZ waitlist. At the gate when the lists are merged, PN waitlisters are prioritized above PZ.
WineCountryUA is offline  
Old Jul 5, 22, 2:04 pm
  #725  
 
Join Date: Jan 2010
Location: NYC
Programs: UA GS, AS 75K, Hyatt Globalist, Marriott Platinum
Posts: 273
Originally Posted by WineCountryUA View Post
Yes there are number of waitlist issue where GS are handled outside the published rules. SUch as GS CPU beats a non-GS waitlisted PlusPoints.

GS, GS supported waitlist are on the PN wiatlist, others are on the PZ waitlist. At the gate when the lists are merged, PN waitlisters are prioritized above PZ.
With GS instruments as a GS on Y fare, I have always been above all PP 1Ks - even at gate. If wait listed with non GS upgrades as a GS, I have always been below PP. Have seen quite a few times for both transcons and international.

Good GS anecdotes that I’ve had recently:
—Agent cleared >72 hours (5 days) into J given wait list was empty. That was a first (and nice surprise). She got approval from a supervisor
—Agent cleared an upgrade for an octogenarian friend (not GS) who was on wait list at gate (4 hours before departure) so she could access Polaris lounge (10 seats open, she was #2)

Bad GS EWR experience last week:
—Flight delayed 4 hours, got protected, gate gave away my protected seat. Walked up to gate (as was in PL) and heard gate agent screaming to someone about protecting me. Then refused to put me on the flight and cleared employees…went to another flight and took a downgrade, that one got canceled. Went back to original 4 hour delayed flight and that was cancelled….was told GS would come help at cancelled flight gate, waited an hour and no one ever came…all mechanical delays and cancellations.
Gberg is offline  
Old Jul 5, 22, 3:58 pm
  #726  
 
Join Date: Apr 2021
Location: HPN, SFO, HNL, or somewhere in between
Programs: UA 1K, JetBlue Mosaic
Posts: 171
Just had a great experience with a GS agent who helped me pick seats for my parents on a multi-city HPN-ORD-FRA-PMI flight when the website was erroring out. She also proactively checked the reservation to make sure everything was ticketed and confirmed with Lufthansa on the TATL segments.
D***** from the HNL team now based in Florida. The Honolulu-based agents were always so good, shame they dissolved that team and everyone is remote now.
JALsnipe is offline  
Old Jul 5, 22, 7:15 pm
  #727  
FlyerTalk Evangelist
 
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, Bonvoy Tit LT Sil, Hyatt Glob, HH Diamond, Accor Gold, UA Silver
Posts: 39,477
Originally Posted by greenpau View Post
Just had this situation that validated this. I waitlisted two family members with no status who were booked in R, then myself on XN+PP. On waitlist, family members were #1 and #2, I was #4, with another traveler #3. Agent said #3 was a GS also on XN that had booked before me. I rebooked in O, reapplied PP, and I went to #1, family members shifted down to #2 and #3. We all cleared at gate. Other GS was cleared into Premium Plus.

Does appear that it is all O/A/R of any status that are cleared first before any member in Y.
No, because your family were listed with GS PP. If they'd been listed with 1K PP, you could draw that conclusion. But for the purposes of your test, all 4 of you were "GS" through your waitlist for PN.
canadiancow is offline  
Old Jul 5, 22, 10:23 pm
  #728  
 
Join Date: Aug 2011
Programs: UA GS | Marriott Titanium / LT Platinum
Posts: 365
Originally Posted by ajhun9 View Post
Regarding force-clearing PlusPoints upgrades into Polaris inside of T-72, will they clear the GS plus a same PNR companion or just the GS? I understand at least 2 seats will need to be left available for sale afterwards. Thanks!
They will clear a companion on the same flight - you don't even need to be on the same PNR, just need to be (in theory your) GS PlusPoints.

Note - I've gotten one issue with this recently where an agent told me only the GS could be force-cleared. Hung up and when I called back a more experienced agent didn't give any trouble in doing it for my partner who was on a separate reservation.
I've also heard of some agents saying the force-clearing can only be done once per round-trip. This is also not true. Again just HUCA. I was able to force-clear my companion in both directions for a Europe trip last week which came in handy on the outbound as he was the only upgrade that made it. We were on separate tickets but same flights.
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n8-the-gr8 is offline  
Old Jul 5, 22, 10:57 pm
  #729  
 
Join Date: Mar 2001
Location: New York / Hawaii
Programs: UA Global Services, HH Diamond
Posts: 5,081
For the second time, I had an issue the GS line couldn't tackle because their office was closed. I have to call back before 8pm central when more senior agents are available.

I miss having agents being able to help on my first interaction regardless of time of day or where in the world I was.
uanj and tcdtcd like this.
Weatherboy is offline  
Old Jul 6, 22, 7:22 am
  #730  
 
Join Date: Aug 2011
Programs: UA GS | Marriott Titanium / LT Platinum
Posts: 365
Originally Posted by Weatherboy View Post
For the second time, I had an issue the GS line couldn't tackle because their office was closed. I have to call back before 8pm central when more senior agents are available.

I miss having agents being able to help on my first interaction regardless of time of day or where in the world I was.
How do you know the office was closed? Just based on not reaching GS agents after that time?

I routinely call at ~11:30pm or 12am CT before bed and was often connected with one of this forum's favorite (very seasoned) agents (who sadly is shifting to another team). Maybe that was a one off but my odds are generally just as high that I receive a new or poorly trained or 1K agent earlier in the evening or during the day. It's more driven by how busy the line is versus time of day in my experience.
n8-the-gr8 is offline  
Old Jul 6, 22, 8:40 am
  #731  
 
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 n8-the-gr8 View Post
How do you know the office was closed? Just based on not reaching GS agents after that time?

I routinely call at ~11:30pm or 12am CT before bed and was often connected with one of this forum's favorite (very seasoned) agents (who sadly is shifting to another team). Maybe that was a one off but my odds are generally just as high that I receive a new or poorly trained or 1K agent earlier in the evening or during the day. It's more driven by how busy the line is versus time of day in my experience.
not my recent experience with an EWR/LIS flight. No GS phone reps available after 1:00am. Only “customer service”
manstein58 is offline  
Old Jul 6, 22, 10:29 am
  #732  
 
Join Date: Jul 2022
Programs: United
Posts: 1
Has anyone received a mid-year GS invite yet? Curious when those tend to go out in July.
felipz24 is offline  
Old Jul 6, 22, 3:01 pm
  #733  
 
Join Date: Feb 2005
Location: seat 1A
Programs: UA GS 2MM, Marriott Life Titanium, some other stuff
Posts: 153
After a couple HUCAs I've been told the companion saver benefit is no more (not even a single leg) .... now the only way to do it is economy standard award with GS exception to force the +P upgrade. Still limited to a single leg. If true this has changed sometime in the past ~2 weeks as I was able to do it as recently as then. (The first HUCA was because the first agent said "oh, no, you've never been able to do that" ... the second said it ended a while ago, the third got it done as per above.) Both itineraries are intl long haul many months out, C9 D9 J9, cabins wide open (2-5 seats reserved on 789s).

Comparing the two PNR remarks from today's and the one I did a couple weeks ago, they are completely different. Two weeks ago, booked into IN, remarks included "GS CPN XCPTN" .... today's booked into PN, remark is now "ATTN GS EXCEP DUE TO PURCH OF BUISS TCP" and "GS EXCEPTION"

Anyone else experience the same? If true it's probably the final straw as a GS for me... (I've been hanging on, but my new home airport still isn't back to pre-pandemic UA flight schedule, we have a single CRJ200 at 6am to SFO returning at 11pm and that's it .... and that one has cancelled or caused a misconnect on at least 30% of my flights, badly delayed on even more, so lately I'm either playing the odds or driving 3 hours to SFO to stay loyal to UA, which is rather dumb considering there are convenient and frequent options on AS and AA that would be much more pleasant).
tnarg-lax is offline  
Old Jul 6, 22, 4:46 pm
  #734  
 
Join Date: Feb 2004
Location: Houston, TX, USA
Programs: UA 1K3MM
Posts: 193
Can you still book the companion on a paid economy ticket and push through a one-way upgrade?
SuiteFlyer is offline  
Old Jul 6, 22, 5:44 pm
  #735  
 
Join Date: Aug 2011
Programs: UA GS | Marriott Titanium / LT Platinum
Posts: 365
Originally Posted by SuiteFlyer View Post
Can you still book the companion on a paid economy ticket and push through a one-way upgrade?
Yes - I did this in the last 3 weeks with no issues. Only in one direction of course which is annoying but it is still a "perk".
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n8-the-gr8 is offline  

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