Sometimes they go way beyond what you want them to.

Was flying my dad recently on YYZ-YUL-ZRH-DME Aeroplan award. The 2pm YYZ-YUL flight got cancelled and he was moved to 3pm flight, which compromised onward connections.

Called YYZ concierge to check other options, starting the call with "Hi, part of my booking was just cancelled. The booking code is XXX", then got disconnected. Called again in 5 minutes and was answered with "Yes, I cancelled the booking as you asked". After my initial shock and an inquiry as to WHY the poor guy immediately got defensive and transferred me down to SE desk.

The desk could not do much, but concierge office did work quickly to fix the screw-up all while maintaining it was my own request. I did steer very clear of the whole middle-age-American "are-you-calling-me-a-liar" shtick, but will be choosing my words very carefully next time I'm using the highly-touted AC concierge service.

I used to fly to SYD every 2-3 months in J and when they transitioned from the good pillow+duvet set to the new cheap ones, I had a flight where they didn't have an extras and couldn't sleep well. So I made this request and they came through awesomely with an extra pillow+blanket on my seat when I arrived. ^ However I did feel it was a bit trivial so I brought my own full size pillow for my next 2 flights and it was AWESOME. I think if you mention your neck problem they will be happy to help.

You don't like the new duvets? It think that is the first I heard of someone not liking them... personally I think they're much better. Seem larger and thicker, just a nicer feeling material.

I have to agree, the new duvets are way way better than the old ones! miles better!

As for asking the concierge, I think you just need to put it in perspective. If you make requests for an extra pillow for neck issues on a short flight they may not be too happy. But I'm going to guess that the concierge would be a lot more understanding on a 16 hour flight to SYD, and happy to assist.

A concierge at SFO inadvertantly met me at the door when I got out of my Uber. He was outside to mail something.

He took me to check-in, printed a BP, and asked if I had an AMEX because the Centurion louge is so much better than the United Club :p

I showed up for boarding a little late, and let's just say I did not have to stand in any lines. The optimal boarding experience.

That doesn't make any sense, as AC uses the AF Lounge at SFO, not UA.

AC operates out of the G or A gates depending on time of day.

Morning and evening is G.

Still only two concierges at SFO, which means none are here right now.

At some point, there were four...

Regular agent "Maybe I can help"
I make my request
"No, you'll need a concierge for that"

Sigh I remember those good ol' days when there were four. Then again, I only really was on a first name basis with one of them .... who doesn't work for AC anymore hah

I miss the female night J/Biz check-in agent. She was equally nice as the departed concierge :( :( :(

I'm lucky the female AM concierge still remembers me :D

did they suggest how you could get a hold of one to do it?

Yuki and Luis are the two remaining ones. I love 'em both. Service is "Mr. cow, your name wasn't on my list today, are you flying?!?!?"

I mean that in particular, whatever. But it's the fact that they're REALLY looking out for me.

They were going to take my name and pass a message, but I said I'd just email them. The station email addresses still work fine, even if you can't phone them.

Also, Sean, I'm in YVR :p

well why didn't you come say hi? I'm now sitting at Romer's in River District having beer and burgers. lol. Leaving tomorrow morning for YOW on AC166

Uh I just landed, and my flight's in two hours :p

If I get my bump, and you get to YVR really early, I can say hi :p

let me know - I'll come in early.

Is this one of your "I just feel like flying weekends?"