Hi All,

I was able to take advantage of this service the other night to do a SDC at an airport that wasn't yet staff (and wasn't YYZ) and found it to be quite useful. At the same time, I've found the call centre concierges a little frustrating as many seem to be inexperienced and not familiar with the airports in the system (i.e. taking 10 minutes to make a seat change or for anything airport specific just replying with "We'll send the airport a message"). Sometimes it really would be great to be able to call someone at the actual airport for service (since they're the person that would be meeting you, or who actually knows the airport).

I was starting this thread just to see if other people had positive/negative feedback for the AC folks on this service change/enhancement.

For one thing, I don't entirely understand why the concierges needed a call centre - why not just give the regular SE telephone agents expanded powers? If the idea is every call is answered, but half the time the call centre just has to send a message to the airport in question anyway..what's the point?

24/7 access to basic services is great though - just wondering if it's being delivered in the most effective way.