I had a great experience last month where I had to do a SDC for LAS at 2am. There is no concierge station in LAS, and even if there was it would have been closed at 2am. So I called the YYZ number and was able to do it.

I think if they change the protocol so that when you call a station the local concierge picks up, but it gets transferred to the call center if they're busy we'd have the best of both worlds.

Hopefully as training continues the call center will become more efficient.