I can tell you about two amazing experiences with a BF concierge - one at EWR, the other at GRU.

I was flying CLE-EWR-FRA, and the CLE flight was delayed and arrived at the EWR gate as the FRA flight was taking off. The BF Concierge was waiting for me at the gate, boarded the CLE flight and escorted me to a gate, where she had already booked me on other airlines to get to FRA. I declined, as I would rather fly CO - even though it meant staying a day at EWR (I was able to go see some clients and make the next day's flight). She graciously rebooked me for the next day out of EWR, arranged for me to stay at the hotel Marriott, had my luggage pulled, and then walked with me and waited in baggage claim until my luggage came out.

It was her last flight of the day, and she was heading home after that... but still... it was above and beyond what was expected, and a very memorable experience.

I wrote to CO about her, and when I see her at EWR, she still remembers assisting me with that flight.

At GRU - my bags were incorrectly handled at CLE and not checked through to Buenos Aires. I would have had to exit the secure area in Sao Paulo, collect my luggage, take it to the next airline and check it in there. Unfortunately, I did not have a visa to enter Brazil - so that wasn't an option. The BF concierge who met the flight understood the problem and she personally went and found my luggage and rerouted it to Buenos Aires. It arrived with me.

This is why I fly BF on CO... it is the little things that make all the difference. And in both instances, I sent an email off to CO thanking them for the service and the experience. ^ :-: