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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 25, 22, 2:19 pm
  #796  
 
Join Date: Nov 2018
Posts: 24
Originally Posted by LIH View Post
Here's fun one with GS from last week:

Flying LGA > ORD last Friday (7/22) on an afternoon UX flight. We do the usual LGA conga line to get out to #1 to go. Roughly 1/3rd of the way down runway 22(?) we nail the breaks and abort takeoff. We weren't at full takeoff speed yet (obviously) but lots of things go flying forward and plenty of screams from pax. So we exit the runway, sit there for 20 minutes and the captain comes on to tell us that the co-pilots seat went full recline and slid all the way back when they got to speed such that he could reach the rudders. FA up in first starts telling the guys in row 1 that maybe we just go and try again. Obviously, that isn't going to happen and the plane is going to go MX for some period of time. So I call GS as we sit there for a gate to open:

GS agent says "nothing I can do because it shows you as departed so I have no ticket to work with". I ask if I can back myself up on the 6PM departure (it's about 5:15 and we're still waiting for a gate to return to)? She says no. So I hang up and just go the app and book myself a one way in F on that flight (which still had 1 seat open). We get back to the gate, I get off and ask to be unloaded from that one by Tony (for those familiar with LGA) he rolls and eyes at me but does it. I walk from gate 44 to 45 and tell the agent there I'm booked on that flight and just got unloaded form this flight going MX but it's on a different locator so can he please check me in? He looks for the res and basically says "It was cancelled a minute ago, you may want to call GS". So I go to the UC and one of the very long standing amazing agents there starts working his computer furious and giggles and basically says "some phone agent killed your itinerary and made a note that you couldn't be on that flight". Types a bunch, converts my itinerary that's on MX into a seat in F on the 6PM and then notes "I know you have a bag checked on the MX flight, I'll make sure we get it to ORD tonight but I can't promise it gets on your plane". He then calls down to the gate and tells them I'll be there in 90 seconds. Ultimately, my golf clubs showed up on my flight, which was remarkable because they closed the door behind me by the time I got back down to the gate.

The GS phone agent going out of her way to stalk me in order to kill my new itinerary is a real peak in service.

Meanwhile, as a lowly PlatPro on AA two weeks ago I was protected pro-actively in F on a later flight as my current flight was waiting on crew. Like literally a lounge agent came and found me and handed me a second BP and just said "take whichever goes first".

This year I'm 75%/25% UA/AA. Would be amazed if I don't inverse that next year.
Unbelievable that this could actually occur. Did you submit this information to customer cares after your ordeal? Why would this phone agent stalk you like this? Follow up if you get a reply from management.
Rocketman1 is offline  
Old Jul 25, 22, 3:07 pm
  #797  
 
Join Date: Jul 2013
Programs: DYKWIA, UA GS/2MM, But I'm a "Diamond Guest"
Posts: 2,071
Originally Posted by LIH View Post
Here's fun one with GS from last week:.
Can you PM me the name of the stalker phone agent so I can add it to my list? It's probably already on there, but just in case....
porciuscato is offline  
Old Jul 25, 22, 9:38 pm
  #798  
 
Join Date: Jan 2003
Location: DEN
Posts: 33
Originally Posted by LIH View Post
Here's fun one with GS from last week:

Flying LGA > ORD last Friday (7/22) on an afternoon UX flight. We do the usual LGA conga line to get out to #1 to go. Roughly 1/3rd of the way down runway 22(?) we nail the breaks and abort takeoff. We weren't at full takeoff speed yet (obviously) but lots of things go flying forward and plenty of screams from pax. So we exit the runway, sit there for 20 minutes and the captain comes on to tell us that the co-pilots seat went full recline and slid all the way back when they got to speed such that he could reach the rudders. FA up in first starts telling the guys in row 1 that maybe we just go and try again. Obviously, that isn't going to happen and the plane is going to go MX for some period of time. So I call GS as we sit there for a gate to open:

GS agent says "nothing I can do because it shows you as departed so I have no ticket to work with". I ask if I can back myself up on the 6PM departure (it's about 5:15 and we're still waiting for a gate to return to)? She says no. So I hang up and just go the app and book myself a one way in F on that flight (which still had 1 seat open). We get back to the gate, I get off and ask to be unloaded from that one by Tony (for those familiar with LGA) he rolls and eyes at me but does it. I walk from gate 44 to 45 and tell the agent there I'm booked on that flight and just got unloaded form this flight going MX but it's on a different locator so can he please check me in? He looks for the res and basically says "It was cancelled a minute ago, you may want to call GS". So I go to the UC and one of the very long standing amazing agents there starts working his computer furious and giggles and basically says "some phone agent killed your itinerary and made a note that you couldn't be on that flight". Types a bunch, converts my itinerary that's on MX into a seat in F on the 6PM and then notes "I know you have a bag checked on the MX flight, I'll make sure we get it to ORD tonight but I can't promise it gets on your plane". He then calls down to the gate and tells them I'll be there in 90 seconds. Ultimately, my golf clubs showed up on my flight, which was remarkable because they closed the door behind me by the time I got back down to the gate.

The GS phone agent going out of her way to stalk me in order to kill my new itinerary is a real peak in service.

Meanwhile, as a lowly PlatPro on AA two weeks ago I was protected pro-actively in F on a later flight as my current flight was waiting on crew. Like literally a lounge agent came and found me and handed me a second BP and just said "take whichever goes first".

This year I'm 75%/25% UA/AA. Would be amazed if I don't inverse that next year.
this is just like my post in #741. Why are these agents going after us?
FlyingHoustonian and Ed26 like this.
Raven139AS is offline  
Old Jul 26, 22, 12:23 am
  #799  
 
Join Date: May 2012
Location: Orange County, CA
Programs: United GS, Hyatt Globalist, Hilton Diamond
Posts: 540
Originally Posted by porciuscato View Post
When I've experienced weather-related delays, I've only gotten hotel reimbursement. I have never expected (or received) compensation in those cases; that has only happened when it was United's fault.
thats a good point. However my original flight was to connect in Houston, and that got cancelled because of crew delay. So we got booked through Denver and then stuck. Fun time though. My family got a taste of when crap happens lol
Chukiechz is offline  
Old Jul 26, 22, 7:33 am
  #800  
 
Join Date: Apr 2021
Location: HPN, LAX, HNL, or somewhere in between
Programs: UA 1K, JetBlue Mosaic
Posts: 219
Originally Posted by LIH View Post
So I go to the UC and one of the very long standing amazing agents there starts working his computer furious and giggles and basically says "some phone agent killed your itinerary and made a note that you couldn't be on that flight".
Unreal. I hope you got a peek at the comments using the unofficial PNR viewer.
johnsmith likes this.
JALsnipe is offline  
Old Jul 26, 22, 10:55 am
  #801  
 
Join Date: May 2010
Location: DFW
Programs: UA Global Services, AA Gold, Marriott Titanium, National Executive, Amtrak Select, IHG Platinum
Posts: 31
Originally Posted by LIH View Post

The GS phone agent going out of her way to stalk me in order to kill my new itinerary is a real peak in service.
thats the completely inexcusable part. A new or temporary agent not being fully aware of GS perks is one thing, but I cant think of a reason for her to do put that in your file other than out of contempt.
Ed26 is offline  
Old Jul 26, 22, 1:49 pm
  #802  
 
Join Date: Sep 2019
Location: STL
Programs: UA GS, QR Platinum, IHG AMB; Marriott Platinum
Posts: 6
GS Experience during an IAD Madhouse

Actually had a very good experience last week with GS while experiencing a madhouse at IAD. Coming in from Narita on ANA we had to hold for almost an hour due to a TX over the airport. Landed late, unloaded on the tarmac, shunted into terminal A immigration and finally into a baggage claim nightmare...hundreds of unhappy ANA customers all waiting for bags and late to their flights. I called GS while waiting for my bags and let them know the boarding was almost complete for my connection in a different terminal. GS rep stayed with me the entire time, did her best to hold the flight while also setting up overnight accommodations. Everything fell into place and I was the last one to board, but it was nice to have a back-up.
mbaSTL is offline  
Old Jul 26, 22, 6:30 pm
  #803  
 
Join Date: Dec 2015
Posts: 179
Is there a limit to the number of PP supported upgrades that can be manually processed at T-72? If a flight shows J9, can you upgrade 7 people at once with sufficient plus points?
LangerhansCellHistiocytosis is offline  
Old Jul 26, 22, 6:40 pm
  #804  
 
Join Date: Jul 2012
Location: ORD
Programs: UA GS 2.8MM, Bonvoy Amb/LT Plat
Posts: 969
Only if you all are #1-#7 on the upgrade list. GS wont skip the list anymore, even if there are seats for all GS in line. 🙄
Had that experience tonight, just on my own ticket.
tcdtcd is offline  
Old Jul 26, 22, 6:42 pm
  #805  
 
Join Date: Dec 2015
Posts: 179
Sorry, what I meant was if 1GS + group of 6 (non-GS) are all on the waitlist on the same PNR with PP coming from the GS account, will the agent manually upgrade everyone at T-72? There is some vague discussion that some people said that they are only willing to push 1 upgrade + GS at T-72 when you call in.
LangerhansCellHistiocytosis is offline  
Old Jul 26, 22, 6:43 pm
  #806  
 
Join Date: Mar 2007
Programs: UA GS / AF Plat / Marriott Ambassador / Hertz PC (who isn't?) / National Exec Elite / CFA Signature
Posts: 166
Originally Posted by LangerhansCellHistiocytosis View Post
Is there a limit to the number of PP supported upgrades that can be manually processed at T-72? If a flight shows J9, can you upgrade 7 people at once with sufficient plus points?
I have this situation coming up myself (hopefully were not on the same flight, ha).
I expect that the answer is yes, *provided your 7 pax are ranked 1 through 7 on the upgrade list*.
Gate45 is offline  
Old Jul 26, 22, 8:12 pm
  #807  
 
Join Date: May 2012
Location: Orange County, CA
Programs: United GS, Hyatt Globalist, Hilton Diamond
Posts: 540
Originally Posted by LangerhansCellHistiocytosis View Post
Is there a limit to the number of PP supported upgrades that can be manually processed at T-72? If a flight shows J9, can you upgrade 7 people at once with sufficient plus points?
also in an similar situation for next week with 4 of us. FC has had 12 open seats for almost a year now, but still waiting for upgrade. Down to 10 this last week, so I hope it will hold out enough to clear at 72. Well be on a cruise when that window opens up, so I guess Ill have to call in while in port.

I even split our reservation 2 and 2 (wife is also GS) in hopes it would clear easier, but no luck so far. It was PN1 for a week until this morning
Chukiechz is offline  
Old Jul 26, 22, 8:33 pm
  #808  
 
Join Date: Sep 2010
Programs: UA GS
Posts: 135
Hi All,
Just wanted to confirm my understanding of the companion upgrade rule. I am planning to purchase a RT itinerary EWR-HNL. My EWR-HLN leg is economy but the HNL-EWR return is business. If my companion is booked in economy XN on the return (we have different outbound flights), can I upgrade him by calling an agent so long as J>2?
qwicker is offline  
Old Jul 26, 22, 9:43 pm
  #809  
 
Join Date: Jul 2013
Programs: DYKWIA, UA GS/2MM, But I'm a "Diamond Guest"
Posts: 2,071
Originally Posted by qwicker View Post
Hi All,
Just wanted to confirm my understanding of the companion upgrade rule. I am planning to purchase a RT itinerary EWR-HNL. My EWR-HLN leg is economy but the HNL-EWR return is business. If my companion is booked in economy XN on the return (we have different outbound flights), can I upgrade him by calling an agent so long as J>2?
yes. I have done this.
porciuscato is offline  
Old Jul 27, 22, 6:08 am
  #810  
 
Join Date: Dec 2018
Posts: 29
Vindictive agents

Originally Posted by Raven139AS View Post
this is just like my post in #741. Why are these agents going after us?
Id bet this is the same vindictive agent whose name starts with C that blacklisted one of my reservations last week - thank goodness the next agent laughed at her remarks and ignored them
chitraveler1975 is offline  

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