Couldn't agree more with some of the previous posters. AC supervises Concierges' actions so they are paralyzed with fear of being reprimanded. I had one concierge tell me that if she upgraded me the way she used to 4+ years ago, she would have an email the next morning asking her to justify her actions.

Run of the mill UA agents seem to be able to do what it takes to make you happy even if it means changing your fare class to full Y to improve your odds at upgrading.

As for gutting the concierge service, that will be done "at the request of our loyal Altitude members ..."