For a very small segment of the population, the “super elite,” many fees aren’t an issue. For that matter, for these travelers, it’s not even a problem to quickly reach an English-speaking reservations agent. On United Airlines they’re called “Global Services” members.
While United claims the formula for their invitation-only “Global Services” status is a closely guarded secret, there’s actually a pretty basic formula: Fly at least FULL FARE coach, no super-saver tickets, or fly some kind of paid business or first class fare. (Discount business class fares are actually allowed.)
Plus, fly more than once or twice a year; ideally about 50,000 miles a year, or more, although I have seen clients get in for less.
In fact, one client a few years back did all his domestic travel on Delta because he got more upgrades. But three international United business class tickets brought him Global status.
On the other hand, flying well over 100,000 miles a year doesn’t bring Global status, especially for cost-conscious travelers. Another client, a venture capitalist, who flew almost 150,000 miles a year asked me to look into the program for him.
Our United sales representative agreed to make an exception and ask on his behalf, the response a few weeks later – “Not even close, because he flew something like 75 percent of his travel on discount fares.”
The representative actually suggested that since the client was a venture capitalist, that he just use higher fares and bill his clients. (Which went over about as well as readers might expect.)
To be fair, anyone who flies even the bare minimum for Global Services is probably spending close to $20,000 a year or more with United Airlines, so it behoves them to keep such clients happy.
The airline does do their best to keep “Globals” happy: A dedicated number, where you almost never wait on hold, and you NEVER have to go through robotic phone trees. A number of free upgrades a year, with no co-pays, both domestic and international. A GUARANTEED seat on the next flight for missed connections or cancelled flights. And free standby and same-day flight changes.
Ironically, anyone spending enough to be a Global Service member can probably afford the change fees better than most occasional travelers.
But in any case, many say that the airlines don’t know how to do customer service anymore. But in United’s case, and I am sure for other carriers at the very very top levels, they still do service right, for those who can afford it.
Janice Hough is a California-based travel agent a travel blogger and a part-time comedy writer. A frequent flier herself, she’s been doing battle with airlines, hotels, and other travel companies for over three decades. Besides writing for Travelers United, Janice has a humor blog at Leftcoastsportsbabe.com (Warning, the political and sports humor therein does not represent the views of anyone but herself.)
