Originally Posted by canadiancow

So we get to YYZ. Door opens. SD chats with GA, asks about whether there's a concierge to meet the passengers who were missing a meal. GA says there are two.

SD then tells me explicitly that there's a concierge waiting for me.

I walk up, see one concierge with a vest, holding a sign with two names. I know what that's for, so I pass it. Then I get to the bottom of the escalators, and there's no concierge. I see some agents near the top, so I go up.

Turns out none of them were concierges.

I called the concierge line, explained the situation (namely that I was told by the SD/GA combo that there was a concierge waiting for us), was told they were completely unaware, and I ended up in the concierge office (I had time to kill while waiting for a ride). They want me to write in to the concierge email to explain all this, because on top of the fact that they don't think the SEs should have been denied a meal, they think there was a massive communication failure. I agree, but they're focusing more on me being told someone would be waiting. I think the communication failure was not telling anyone at check-in that there wouldn't be a meal, giving them enough time to find one. They also gave me a $20 CAD meal voucher.

I'll probably do that during my flight tomorrow. I hope I get a meal (or at least a snack) on it.

But I still have no idea what the official policy is when this situation occurs.