Originally Posted by Simon
Why do passengers need to be told there is a concierge, unless they happen to need help? When you check into a hotel, they don't tell you there is a concierge...
The following is the link to a true story and my observation of AC’s Concierge service. Please refer to point#8 regarding why “do passengers need to be told there is a concierge”, not until they happen to need help, but before hand in case if they need help during the trip.
http://www.flyertalk.com/forum/showthread.php?t=549218
1. OP was travelling in Executive Class from YVR to YYZ with immediate connection to LIM in Executive First.
2. OP is not a SE.
3. YVR/YYZ flight was delayed causing a misconnection.
4. OP is unaware and has NOT been made aware by AC of the availability of the Concierge service
5. If AC has informed the OP of the Concierge service at check in as I have suggested, the OP would have known.
6. Assuming my learned friend Parnel’s post#25 is correct (and absence posting to the contrary from Andrew Yiu and Ben Smith), OP would have been entitled to Concierge in YVR. It was not sure from the post when OP first became aware of the delay, but the OP could have requested for the Concierge’s assistance earlier rather than waiting to fate until arrival in YYZ.
7. The FA was made aware by the OP of the potential misconnection but the FA did not offer the Concierge service to the OP. Could the FA have the capability of “radio ahead” to summon a Concierge agent to meet the delayed flight on arrival? Why the Concierge service was not offered to an eligible passenger? Did the FA escalate the matter to the IC? Did the FA realize that the Concierge service was not exclusive to the SE’s?
8. OP was entitled to Concierge service but not offered, because OP was unaware of this special service and therefore did not specifically ask for it.
9.
If the OP has the telephone number of the Concierge, the OP could have, abide at own expense if the urgency was deemed cost justified, used the in-flight telephone to ring the Concierge in YYZ prior to landing to request for assistance.
10. Upon arrival, why the “green coat” AC Customer Service failed to request the assistance of Concierge for the Executive passengers – ref. point#6 above?
11. There were 25 +/- passengers being affected by the delay. At worst, OP could have telephoned the Concierge after arrival from the terminal building.