Over Christmas I had called concierge in YYZ about a question I had for an upcoming flight to FRA at the end of January, however, concierge was closed.

On 01JAN I flew from YYZ to LHR and stopped by the concierge office to wish them well for 2002. I also asked about concierge being closed. As it turned out, concierge in YYZ is also going to be closed this coming weekend (unless something has changed since 01JAN).

Someone at AC has made the decision to close concierge during peak times because there is insufficient staff to take care of all requests. Therefore, no one will receive assistance. Huh? I took a double take since the explanation made no sense.

So...this coming wkend, as everyone gets back to a regular work cycle, concierge is going to be closed at AC's largest hub in the world.

Who's making these decisions?