I've changed my mind...some AC staffers do deserve the bump to J before rev pax...the Concierges! Glad to hear that some dedicated AC staff understand how to deliver outstanding customer experience. What a shame that only a small sliver of AC staff is given the latitude and empowerment to actually deliver a great product.
AC - wake up and look at the feedback provided to you on boards such as this! Concierges get great support and feedback from your best clients - why is that? Maybe you should look at extending the tools and practices they use, and make them the benchmark for every AC staffer.
While I believe that the SE's deserve every benefit they get, AC needs to raise the baseline level of service they provide, and a good place to start would be in examining the one area where clients actually provide some positive feedback!
Funny how actually talking to a real-live human can accelerate problem resolution, and head off negative sentiment.