Originally Posted by Soccerdad1995

I beg to disagree. Looking at AMEX's WW Plat call center volume, the added flux from a PS for one specific venue would have been what, maybe 10% being extremely generous here). And those calls only need to last for maybe 5 minutes each. Amex would take 10-15 minutes because they always take forever to wrap up the call instead of just getting essential info (in this case # of tickets, max budget, and any unusual seating requirements such as handicap accessible). Not sure how this translates to a 3 hour wait being OK. Heck even if the PS calls doubled the call volume they were staffed for, that would add 15 minutes (the length of waiting for one call to finish). Three hours is enough time to easily handle 12 calls per CS rep before they get to your call. That is beyond excessive.

Personally I am 0 for 12 on restaurant reservations. Then again I always do my own research and I only call the concierge if I can't get my preferred time on my own. 0 for 4 on Broadway show tickets (again I am only asking them for things I can't get on my own), and 0 for 1 on a pre-sale for a concert (Beyoncé which sold out nearly immediately).

Basically, in my experience the concierge can do what you can do yourself online, and not much else. Only difference is that if you go through the concierge it will take twice as long as doing it yourself.