When one is a SE, then one is given the telephone numbers of the concierge office in each city. The concierges may then also give the generic email address for that city, less commonly the personal email address, and sometimes the cell phone assigned to the concierge service. One is then told the location of the concierge office in each city (obviously, there is no sign advertising that it is a concierge office), so that the SE can meet the concierges
In simplistic terms, the concierge offers personalized service. Services offered include what the local airport customer services or ticketing agent may offer, or the AC telephone reservations agent.
When a flight that one is on is cancelled or delayed so that one can not make a connection, the average nonSE passenger would speak to one of the 2 types of people above to get a different flight.I as a SE (if the concierge serviced that airport) would speak to the concierge about ,y problem - so in YOW, people would be standing in line to speak to the agent; I simply go to the concierge office, and it is done.
I will give you one personal example. A few years ago, I was supposed to connect from BCN to YOW via FRA and YYZ, with the first 2 of the 3 flights on LH (all flights in business clas. The first flight was late, and the one and only LH flight that day to YYZ was missed. I was protected; LH did offer to have me stay that night in FRA at their expense, and have me go on the flight the next day. I could not afford, from a work perspective, to miss work the next day. So, I called the concierge, who booked me to fly on the last AC FRA-YYZ flight of that day.
See this thread for examples of the services provided by the concierge:
http://www.flyertalk.com/forum/air-c...ight=concierge