A couple Friday nights ago, a flight of mine for Saturday morning was cancelled. I called the SE desk, and they wouldn't reroute me on UA because it was a flight pass booking. I called the concierge, and was told it had been uncancelled, but delayed, but I should be fine. An hour later, the concierge called me back, told me it was cancelled, and gave me a choice of other direct flight options. I made my choice, and it was done. About 90 minutes before my originally scheduled flight, I received a call from another concierge to make sure I was aware of what happened.

So the wake-up calls were a little annoying, but it worked well.

The other day, I made a call to a concierge while on a delayed aircraft, asking her to just protect me on a later connection, in case I missed it. I was on hold for 30 minutes. Not impressed.