Great concierge experiences
I had never used the concierge until last week so had no idea of the value of this service. However, when I was unable to make changes to a web latitude fare (because I had upgraded), the concierge saved the day after multiple attempts by the SE line and web tech. support.
Then, I was caught in the YYZ weather chaos on Saturday and my flight back to Calgary was cancelled. One call to the concierge and she immediately confirmed my wife and I on a later flight, including getting us seats in J (we had checked in and used our certs for the cancelled flight).
Finally, our luggage didn't arrive in Calgary and the baggage line was completely unhelpful. I called the concierge in Calgary and she pushed the necessary rope to help find our bags (although we don't have them yet). I'm going to be sorry not to have access to this service when I drop down to Elite in March. It's that perfect service that one rarely needs, but which works perfectly when one does.