Huge concierge presence at hubs. HMM...
At YYC only ONE concierge today. Advised us by email they would meet 9 stranded Super Elites at gate at 5pm. Did not do so, and until 8pm office closed. concierge tied up helping Intl passengers in a lounge completely inaccessible to domestic or TB pax.
Instead took 5 hours to do what onsite concierge generally could have done in 20% of the time.