I totally agree that is a situation where a concierge is quite useful. I actually don't even mind so much there, since presumably when there were 3 of them, they were all standing somewhere easy to find by other passengers.

But the escort from check-in through all the formalities was probably (?) unnecessary to you, may not even have saved any time (escorts typically slow me down), and took them away from helping anyone else.

"Sorry, the concierge(s) is helping another passenger." is a phrase I've heard far too often when I'm struggling to make a flight.

Like I said....first time experience for me (the personal escort). Wasn't about to shoo her away......if for no other reason than to not offend her (knowing some in the Indian culture go out of their way to be of good service).

I am quite sure the airport concierges are trained on what their job responsibilities are with regards to SEs, plus "paid J day-of" travellers. If they offer an escort for whatever reason, it is they who have determined that it is something they should do. If they have helped secured a last minute hotel res when SE etc has arrived without one, it is a great help. Same with arranging a car service. Or a SPML.

I find there is a cultural component that lends to the graciousness of concierges at the Asian stations. My experiences for the past 6 years on these routes collectively, is that they are quite capable of determining how best to utilize their time. Some of them are experienced, have been on the job for years and are magical. Others are still learning but still make many things easier for us.

An exec at AC explained to me that while the concierges are trained with the tasks AC wants them to perform, they are also encouraged to do what they are comfortable with based on their personalities and cultures.

I don't think anyone here can judge where a concierge's time is best used. If someone is not satisfied with the service they are receiving, or not receiving, there are ways to let AC know.

If those who post here about great service they received from concierges and are going to be criticized for what some perceive to be wasteful, then I think some may choose not to post.

In North America and Europe, I'd tend to agree - but at some outstations being escorted by the concierge can be very useful.

Most outstations have 1-2 flights per day (or a max. of 1-2 flights within x hours), and 2-3 concierges on duty IME.

Based on my (fairly extensive) experience travelling AC to non-NA destinations, there seems to be a general pattern whereby:

1. a concierge is available most of the time near the J/SE check-in desk and/or at the gate during/before boarding
2. a concierge is available at the top of the J bridge upon arrival
3. any other concierge resources are often used to provide a personal escort to "whoever may neeed it most" (tight connection, J pax with mobility issues etc.) and any other SE (or SE J pax)

I've fairly consistently experienced/seen the latter at many outstations, and definitely appreciate the significant time savings at airports such as SYD, TLV etc. And assuming that DEL isn't the most pleasant or best organized airport, I could certainly see how a personal escort would make a real difference there.

The issue is that there are some SEs who demand the coddling.

Take a concierge out for drinks sometime and ask for stories.

I totally appreciate that sometimes an escort is necessary. But I've had one in several airports and not only has it slowed me down, but it's also meant other SEs get the "there are none available" comment if they need one.

I had an extremely bad issue in SFO once, and actually needed an agent to meet me landside, but the concierge was busy walking an SE to their UA gate in T3.

I couldn't clear security because I had no way of getting a BP, but someone else was monopolizing the concierge for an airside walk.

Some SEMMs demand a concierge escort onto the plane ahead of everyone else, every flight. They make concierges think this is desired or required, and then they start doing it more, which hurts those of us who only request assistance when it's necessary.

To which I will add:
It is not up to anyone on this forum to decide if the service provided by a concierge is too much, not deserved or not within their area of responsibility or their comfort zone.

I'll agree on "deserved", "within their area of responsibility", and "[within] their comfort zone".

But I can absolutely decide if something's too much.

It's too much if:
1. The recipient doesn't want it, or
2. The recipient doesn't need it, and it takes a concierge out of service who could be otherwise helping passengers who do need assistance

Escorts in Canada/US almost always fall into category 2, and often 1.

But focusing on 2, if you're the only SE flying that day on a route where J pax are not eligible, and you request an escort from check-in to the lounge and from the lounge onto the plane, and you ask for special blankets to be left on your seat, then I still think it's stupid overkill, but it's not hurting other passengers too much (though at stations where this is possible, the concierges generally perform other tasks too).

But the second you request an escort somewhere like SFO, you're REALLY screwing everyone else. There are rarely 2 concierges on duty. Taking the only concierge out of service when (as an example) on my current AC 738, there at least 30 eligible passengers for concierge services, for a "feel good" benefit, is just selfish.

And I'd prefer if AC told them to just say no.

This is fun and since you're talking about me.....

Extra blankets and pillows

When AC's deflated seat crap started causing me a lot of problems on the 16 hour HKG flights a long time ago, an AC Director told me:

"If your seat deflates, ask for an extra pillow." I replied saying that there are rarely extras on my long-haul TPACs now. There used to be spare pillows above 5A on the 788s and above 9-11K on the 777 40J, but it's rare now. (Note: we all know the pillow will not help much, but it was their suggestion nonetheless.)

This Director then said: "Ask the concierge to request an extra pillow and blanket for your flight".

The conversation with this Director included the topic of the deflated seats, as well as the responsibilities of concierges and it was in this conversation where I learned about how they can do what is comfortable based on their personalities and culture.

Conversations with Concierges

We did take them out for dinner, drinks coffee. We learned all kinds of things. But we didn't think it necessary to post about what we learned on a public forum. The have opinions about many of us.

SE "Coddling" and attention, or not

Quite a few of us have had some service failures not just by some of the newbie kiddie concierges, but also by SDs and such. When a concierge at one station has to repeatedly request something from the concierges at a main hub and it is not delivered and there is no response or follow up, do we blame the SE?

When a seat is deflated at boarding and the SE, MM, SEMM, 10MM, asks crew to call maintenance and they refuse because they admit they just came from rouge and don't know anything about deflated seats or what to do, do we call the concierge and have them intervene?

Is this what a concierge can do for us?

What about a SE who needs a shower while doing a same-day turn and the wait is too long and the concierge makes some calls and voila, shower available... is that what an AC concierge can do?


As I noted above, if anyone has an issue with what they perceive to be overly special treatment delivered to any SEs, they can certainly contact AC.

I'm not saying don't request services if you need them. I'm saying don't request services that you don't NEED.

And deny services you don't request, and don't need.

I have told concierges to leave when they've tried to escort me.

And I've almost missed flights because the only concierge on duty was escorting a "princess", so I couldn't get them when I NEEDED them.

Having them note the flight that Mr. Kennedy only has carry-on and will be running and will make.it is fine. Telling them you require an escort is not, as it doesn't increase your chances of making it. Unless you're also asking for a golf cart, and the golf cart would make the difference. But then that's not what I've been told about, or what I'm talking about.

Then there are the stories about SEs literally throwing things at concierges, but that's also a whole other level I'm not talking about.

Well this is a fun hot button issue...

The asking the concierge to test the seat and to leave extra pillows and blankets is an interesting one to me. 6 months ago I would have judged this differently, but now that I'm losing count of deflating issues, I can understand it.

Asking for some intervention for a shower would have seemed strange to me, but 2 times recently I couldn't get one at YYZ when I was really quite desperate for one. Perhaps now I'll consider that tactic.

These people are in place to make us "high value" customers more comfortable and to intervene when there are issues. We should use them and enjoy the benefits. I need to get more comfortable asking for things.

Having said that, I am very aligned with the thinking of [MENTION=599574]canadiancow[/MENTION] that sometimes people are asking for special treatment for the sake of feeling special at the expense of people who at that moment really have a legitimate NEED.

I see the wisdom in [MENTION=742310]24left[/MENTION] 's statement that it's not our place to judge how they spend their time and energy, and it's not our place to judge other SEs or J pax for the requests they make.

This is a fun and lively discussion. I enjoy these here at FT.

After having been denied an extra blanket or extra pillow while onbaord multiple TATL over-nighters (SD would say there were no extras), I do email the concierge to request an extra blanket as my goal is to sleep while traveling to my destination. I have also noted tight connections (booked on AC) and asked that the concierge at the destination monitor and protect me on the next connecting flight if my first flight is late arriving. I assume this is what they should do, but I send the email just in case. At the same time, I have had a concierge meet me at the arrival bridge without my request, and I have declined any assistance.

My emails with requests are worded politely (IMO) and I always couch it in "If possible..." If they offer services I do not need, I simply politely decline. We all have different styles of travel. I'd like to see myself as an experienced traveller whose goal is to get to my destination as comfortably and seamlessly as possible. I didn't realize I could be perceived as princessy with making requests but if so, I"ll happily wear a tiara!!