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What exactly can/does the AC concierge do?

What exactly can/does the AC concierge do?

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Old Jul 17, 18, 3:56 pm
  #586  
 
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I know a Concierge in YVR was a new hire to Air Canada but was a very senior FA with Jazz, great person! dealt with me on an YVR-HNL flight
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Old Jul 20, 18, 8:10 am
  #587  
 
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Amazing concierge experience yesterday:

- Flying CDG-YUL - emailed them in flight to see if they could move a friend traveling with me to the same YUL-YYZ flight. Done in minutes, bag moved, told us a concierge would meet us with new BP.
- CDG flight was an hour delayed, making our connection tight - got VIP service from the plane, through customs, to the other side. 16 minutes total.
- I sat down on the YUL-YYZ flight, and realized I didn't have my Nexus card, but remembered seeing it when I was getting ready to deplane the CDG flight. Emailed the concierge email again, and got a call 30 seconds later. Melanie, the super concierge, was on her way back to my plane already. 3 minutes later, I got a call that she had the card, and was headed back to my new plane. She arrived, handed me the card, they closed the doors and off we went.

Her efforts (and hustle) was a life saver with 3 weeks of back to back travel coming up, can't thank her (and the folks on the email and calls) enough.

T.
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Old Jul 20, 18, 8:55 am
  #588  
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Originally Posted by AskTravis View Post
Amazing concierge experience yesterday:

- Flying CDG-YUL - emailed them in flight to see if they could move a friend traveling with me to the same YUL-YYZ flight. Done in minutes, bag moved, told us a concierge would meet us with new BP.
- CDG flight was an hour delayed, making our connection tight - got VIP service from the plane, through customs, to the other side. 16 minutes total.
- I sat down on the YUL-YYZ flight, and realized I didn't have my Nexus card, but remembered seeing it when I was getting ready to deplane the CDG flight. Emailed the concierge email again, and got a call 30 seconds later. Melanie, the super concierge, was on her way back to my plane already. 3 minutes later, I got a call that she had the card, and was headed back to my new plane. She arrived, handed me the card, they closed the doors and off we went.

Her efforts (and hustle) was a life saver with 3 weeks of back to back travel coming up, can't thank her (and the folks on the email and calls) enough.

T.
Happy to hear all worked out for you.

Was the "VIP" service just a figure of speech, or was it the same VIP service that VIPs get? (or do you think all SEs would've received the same?)
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Old Jul 20, 18, 9:35 am
  #589  
 
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Originally Posted by yyznomad View Post
Happy to hear all worked out for you.

Was the "VIP" service just a figure of speech, or was it the same VIP service that VIPs get? (or do you think all SEs would've received the same?)
Figure of speech... but felt very over top in terms of service level. Great experience.
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Old Jul 20, 18, 9:39 am
  #590  
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Originally Posted by AskTravis View Post
Figure of speech... but felt very over top in terms of service level. Great experience.
That's great!
I'm sure your friend now thinks you get this type of treatment for EVERY flight.
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Old Jul 20, 18, 10:14 am
  #591  
 
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Originally Posted by SearsTower View Post
And in YWG they search you out and introduce themselves even though there are no IROPS! They have a great mentor in YWG!
Just catching up on this thread - I had a couple of interactions with concierge in YWG, yesterday and today, and have to add my two cents that they are excellent there!
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Old Sep 17, 18, 11:28 pm
  #592  
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TIL how iPhones/iMessage works.

On Friday, I hadn't arrived at the gate by the time zone 2 was done boarding, so the concierge texted me to let me know they were boarding.

Hello Mr. Kennedy,

Just to inform you that your flight to Vancouver has begun boarding.

Please let me know if you need any assistance.

See you at the gate G93.

Regards,
Jay
Air Canada Concierge
San Francisco
Tonight, a few minutes ago, they apparently clicked the "like" button on that message. But I don't use iOS/iMessage, so it sent me a text.

Liked “Hello Mr. Kennedy,

Just to inform you that your flight to Vancouver has begun boarding.

Please let me know if you need any assistance.

See you at the gate G93.

Regards,
Jay
Air Canada Concierge
San Francisco”
Yes. "Liked", and then the message in quotes.

While I think this is a really stupid implementation of iMessage, I also think they should be a bit more careful with tapping around their chats. I freaked out for a bit, thinking I had a flight tonight that I'd forgotten about.
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Old Sep 18, 18, 4:42 am
  #593  
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Hmmm

Originally Posted by acysb87 View Post
Concierge helped me out with a cnx flight Sunday. Made request at FRA to concierge to come off AC873 at 1130 am to connect YSB at 1215.
I was scheduled to depart at 1430 .Concierge waiting at gate 74 ,my arrival gate , had new BP for me and we walked to customs. Cleared that in 10 minutes. Down escalator to waiting bus.
Was on flight to YSB in seat by noon, arrived YSB at 1330. Thanks Andrea.
As a side note ,the 1430 flight cancelled, the 1700ish departure delayed until 1800 with arrival at 1900.
I managed to get home with a 5,5 hour time travel saving. Had a few beers at the lake,did some swimming and chatted with Mrs. acysb87 vs MLL at YYZ
I had, for the first time ever, exactly the opposite experience. Same request though from LHR to get me home 4hrs early via YYZ. Paid J No one met me, had called from plane and ended up with Montreal agents for 10m before understood was asking for update. Put me through to YYZ who harangued me for asking to speak to them as call centre can do everything apparently. When asked what I should do when got to TF bus was told to call back and when said took 10m before connected (and hard to do while running) was berated again for apparently trying to get their local number (had NOT asked for it just whether they would track and call to see where I was if gate closing). Maybe he was having a bad day. Needless to say haven’t had the Sig Service since at YYZ (shouldn’t complain apparently even if 1st time ever with concierge since they were instituted.
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Last edited by lallied; Sep 18, 18 at 4:49 am
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Old Sep 18, 18, 12:51 pm
  #594  
 
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Originally Posted by lallied View Post


I had, for the first time ever, exactly the opposite experience. Same request though from LHR to get me home 4hrs early via YYZ. Paid J No one met me, had called from plane and ended up with Montreal agents for 10m before understood was asking for update. Put me through to YYZ who harangued me for asking to speak to them as call centre can do everything apparently. When asked what I should do when got to TF bus was told to call back and when said took 10m before connected (and hard to do while running) was berated again for apparently trying to get their local number (had NOT asked for it just whether they would track and call to see where I was if gate closing). Maybe he was having a bad day. Needless to say haven’t had the Sig Service since at YYZ (shouldn’t complain apparently even if 1st time ever with concierge since they were instituted.
email last week, 4 SE100k and 1 SE 1MM all in paid J.
"arriving from delayed CMN, and we on two different connections to YVR, could a concierge assist at arrival in making a now 40min CXN plus try and clear/SDC the others in our party for this same earlier flight?"

their reply once we landed "we will not meet you, please be aware our office is outside of security by checkin desk we can best assist you there".

(we RAN like the wind, arrived at concierge 31min before our connection -- 1 minute before the flight closed and remaining J seats would have gone to waitlisted eups/employees. Scored them as SDC only because we ran.)
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Old Sep 18, 18, 1:05 pm
  #595  
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Originally Posted by expert7700 View Post
email last week, 4 SE100k and 1 SE 1MM all in paid J.
"arriving from delayed CMN, and we on two different connections to YVR, could a concierge assist at arrival in making a now 40min CXN plus try and clear/SDC the others in our party for this same earlier flight?"

their reply once we landed "we will not meet you, please be aware our office is outside of security by checkin desk we can best assist you there".

(we RAN like the wind, arrived at concierge 31min before our connection -- 1 minute before the flight closed and remaining J seats would have gone to waitlisted eups/employees. Scored them as SDC only because we ran.)
In your email, did you provide the PNRs?
Was there additional info/questions that they might have needed in the email but it wasn't obvious to you to provide them, and they didn't want to do a continued back and forth? I'm curious, so throwing that out there. I'm assuming this is for arrival at YUL from CMN?
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Old Sep 18, 18, 6:44 pm
  #596  
 
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Originally Posted by yyznomad View Post


In your email, did you provide the PNRs?
Was there additional info/questions that they might have needed in the email but it wasn't obvious to you to provide them, and they didn't want to do a continued back and forth? I'm curious, so throwing that out there. I'm assuming this is for arrival at YUL from CMN?
your assumptions are correct

We forwarded names, flight # and Aeroplan #s (which was all that OLCI needed). When we arrived at YUL concierge they definitely knew who we were and where we were headed.

We saved AC tens of dollars because as a result we did not use the YUL MLL.

SDC to the earlier YUL-YVR enabled me to make the earlier YVR-YYZ
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Old Sep 30, 18, 8:01 am
  #597  
 
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Was booked AC607, 7665, YHZ-YYZ-DFW, starting at o-dark-hundred. The E90 apparently had a rough night on George Street and was waiting for a part to be flown in, delaying it's return from the rock and my departure to the center of the universe, and thus missing my connection.

The auto-rebooking tool helpful rebooked me to DFW via YUL with a leisurely 24 hour CX in Toronto. No bueno.

An email to the central office before I left the house gave a coupe of options. The GA at YHZ offered up the same as she had just booked another couple (to DFW, even), through BOS onto AA.

Concierge calls me as I'm watching a fancy coffee maker reboot, and offers up AC609, leaving in an hour at what would have been a far more civilized time to begin with, and making the original CX, though in J as the robot gave away stowage. I reluctantly accept.
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Old Sep 30, 18, 9:11 am
  #598  
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After a bit of a delay arriving at YVR, plus e-mail informing we got rebooked on a later flight, concierge was waiting for us at the door. Picked us up again past immigration and escorted to the gate for our original connection.
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Old Dec 28, 18, 12:51 pm
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Originally Posted by canadiancow View Post
Operational upgrades would happen at the gate, so there wouldn't be much time to talk to a concierge.

As far as I know, any revenue passenger confirmed in the J cabin is eligible for concierge assistance. Though I would suspect there aren't many non-SEs upgrading on international flights.
I saw this discussion up-thread a bit, and wanted to follow up as I have an Aeroplan reward flight SYD-YVR-EWR in J all the way through. In the event that there are IRROPS or a significant delay that would impact my connecting flight, would I be entitled to AC concierge assistance in Sydney? Or would I be limited to whatever the ticketing agent can do in SYD or the lounge agent in YVR?

From the earlier conversations there seemed to be a suggestion that anyone traveling in J on AC would have access to concierge services. However, currently, the AC Signature Class website describes eligibility for concierge access in the following terms: "Air Canada Signature Class customers on an Air Canada-operated flight originally booked and ticketed in the following classes are eligible for select Concierge services: J, C, D, Z and P."

If I'm reading this correctly, fare class "I" Aeroplan Rewards would be excluded and only paid J customers would be eligible for concierge assistance.

Is this correct? Thanks for your thoughts!
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Old Dec 28, 18, 12:57 pm
  #600  
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Yeah, they clarified it. Paid J and SEs are entitled. You won't be.

That being said, a simple rebooking can be handled by any competent agent.
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