Jan 5, 2024, 7:37 am
Last edit by: WoodlandCreature
Who is eligible for Air Canada’s Concierge service?
- Super Elite, 24/7, via phone or email.
- Those booked into Signature Class, "at the airport".
- More details here: https://www.aircanada.com/ca/en/aco/...-services.html
In which cities are Concierge services available?
- For a no-longer up-to-date list, check the link above.
How do I contact a Concierge?
- Remotely:
- For SE: From the app, click your virtual Aeroplan Card and Customer Support. Email and phone numbers for Super Elite are shown.
- There are per-airport email aliases as well, unpublished, but following an obvious pattern if you interact with them.
- For Others: You don't.
- For SE: From the app, click your virtual Aeroplan Card and Customer Support. Email and phone numbers for Super Elite are shown.
- At the airport:
- They are wearing black AC uniforms.
- The following Canadian airports are known to have accessible, landside, offices, all relatively nearby the check in desks: YVR, YYC, YYZ, YOW, YUL
- Others: Good luck. Priority check in agent, or MLL agents, may be able to trigger one to materialize.
What exactly can/does the AC concierge do?
Jul 2, 2020, 10:44 pm
#706
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
They can still do all of the usual things, and usually they're not busy, but with fewer of them around the airport, it may be harder to get one when you're needed.
Although as ridefar pointed out, the 1-800 number seems to be well staffed at the moment.
Jul 3, 2020, 10:57 am
#707
Join Date: Aug 2013
Location: YVR - MILLS Waypoint (It's the third house on the left)
Programs: AC*SE100K, wood level status in various other programs
Posts: 6,233
Also agree about the 800 number.
I was changing a rez last week and accidentally got connected to a concierge instead of Rez. (At least, I think that's what happened since it appears my current dialing strings for the Concierge and Rez need updating for some reason due to AC IVR changes.)
Anyway, she was more than happy to process the change and said she wasn't all that busy. This was on a Wednesday evening around 19:00 PT.
I was changing a rez last week and accidentally got connected to a concierge instead of Rez. (At least, I think that's what happened since it appears my current dialing strings for the Concierge and Rez need updating for some reason due to AC IVR changes.)
Anyway, she was more than happy to process the change and said she wasn't all that busy. This was on a Wednesday evening around 19:00 PT.
Jul 3, 2020, 11:22 am
#708
Join Date: Jan 2008
Posts: 3,946
Agree and happened to me couple times in the past month. Could be due to reduced call center staff and SEs directed to concierge even if it you aren't flying same day.
Jul 4, 2020, 10:50 am
#709
Join Date: Dec 2017
Location: YXU
Programs: AC SE100K, Marriott Bonvoy Titanium Elite, IHG Platinum Elite
Posts: 326
This happened to be yesterday when rebooking a canceled itinerary. I wasn't sure if it was my fault though because I was distracted when they asked me to press 1 or 2 based on whether I was flying that day. I didn't enter anything and ended up getting kicked to the concierge who made the changes, though she had to put me on hold for a while to get someone in ticketing to finalize.
Jul 23, 2020, 6:28 am
#710
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
I popped in to the YYC office this morning. Their hours have improved recently, now 0500-1930. So back to normal in the morning, but still closing a bit earlier than usual.
They're still not very busy. Barb said they're still getting used to using Amadeus post-DCS transition - they're not getting a ton of practice given the reduced staffing and low passenger volumes. But they should be able to do all the usual stuff.
They're still not very busy. Barb said they're still getting used to using Amadeus post-DCS transition - they're not getting a ton of practice given the reduced staffing and low passenger volumes. But they should be able to do all the usual stuff.
Jul 23, 2020, 5:15 pm
#711
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
YUL concierge office is back to running normal hours (0500-2135). Not very busy, so staffing is very light.
Jul 23, 2020, 7:04 pm
#712
Join Date: Apr 2011
Location: YYC
Programs: AC 50k 1MM, Marriott LT Titanium Elite
Posts: 3,402
I popped in to the YYC office this morning. Their hours have improved recently, now 0500-1930. So back to normal in the morning, but still closing a bit earlier than usual.
They're still not very busy. Barb said they're still getting used to using Amadeus post-DCS transition - they're not getting a ton of practice given the reduced staffing and low passenger volumes. But they should be able to do all the usual stuff.
They're still not very busy. Barb said they're still getting used to using Amadeus post-DCS transition - they're not getting a ton of practice given the reduced staffing and low passenger volumes. But they should be able to do all the usual stuff.
Jul 25, 2020, 12:11 pm
#713
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
Saw Chris at YYC this morning. Alana will be back next week. Anthony is gone for a while, and Maggie took a leave of absence for a few months.
YVR concierge office was locked at 11AM. An agent at the SE check-in desk said the regular office is closed, but they have another office somewhere else, but she didn't know where it was. She said I should e-mail if I needed a concierge. I needed to get going to lunch, so I'll see whether I can figure that out tonight.
YVR concierge office was locked at 11AM. An agent at the SE check-in desk said the regular office is closed, but they have another office somewhere else, but she didn't know where it was. She said I should e-mail if I needed a concierge. I needed to get going to lunch, so I'll see whether I can figure that out tonight.
Jul 29, 2020, 11:50 am
#715
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,354
I received this email yesterday (prior to my SDC), unprompted, along with two attached images.
Hello/Bonjour Mr. Kennedy,
I hope this email finds you well.
I see that you have a reservation on AC128 to Toronto tomorrow at 2330.
Due to the Domestic Terminal closure at YVR, our Concierge Office is temporary closed until further notice. All Super Elite/Premium check-in is done in the International building and all passengers are required to go to the Domestic C security. All Maple Leaf lounges are also temporary closed until further notice.
As of April 20, 2020 per Transport Canada, all passengers travelling on board any aircraft must provide their own and wear a mask/face covering.
A quick temperature check will be conducted upon entering C security.
If you have any question, please feel free to contact the Concierge Desk at
1-***-***-****
Thank you very much for your understanding and moreover, your loyalty to Air Canada.
Best Regards,
[name redacted].
Air Canada Concierge Vancouver
Hello/Bonjour Mr. Kennedy,
I hope this email finds you well.
I see that you have a reservation on AC128 to Toronto tomorrow at 2330.
Due to the Domestic Terminal closure at YVR, our Concierge Office is temporary closed until further notice. All Super Elite/Premium check-in is done in the International building and all passengers are required to go to the Domestic C security. All Maple Leaf lounges are also temporary closed until further notice.
As of April 20, 2020 per Transport Canada, all passengers travelling on board any aircraft must provide their own and wear a mask/face covering.
A quick temperature check will be conducted upon entering C security.
If you have any question, please feel free to contact the Concierge Desk at
1-***-***-****
Thank you very much for your understanding and moreover, your loyalty to Air Canada.
Best Regards,
[name redacted].
Air Canada Concierge Vancouver
Jul 29, 2020, 6:51 pm
#716
Join Date: Dec 2009
Location: YYC - not the centre of the universe
Programs: AC*S100K 1MM, LH FTL, Hyatt Globalist, Accor Plat
Posts: 4,768
Saw Chris at YYC this morning. Alana will be back next week. Anthony is gone for a while, and Maggie took a leave of absence for a few months.
YVR concierge office was locked at 11AM. An agent at the SE check-in desk said the regular office is closed, but they have another office somewhere else, but she didn't know where it was. She said I should e-mail if I needed a concierge. I needed to get going to lunch, so I'll see whether I can figure that out tonight.
YVR concierge office was locked at 11AM. An agent at the SE check-in desk said the regular office is closed, but they have another office somewhere else, but she didn't know where it was. She said I should e-mail if I needed a concierge. I needed to get going to lunch, so I'll see whether I can figure that out tonight.
I missed checking this thread. From what I know there were only ~30 Concierge working at the "peak" of the pandemic. Lots working from home. Got connected a few times instead of to reservations. Have seen them around at gates now (actually even on my flights in June). Today checked in at Concierge in YYZ - very friendly and helpful - and saw a concierge at the gate for YYZ-YUL - a nice gesture. I have a feeling the MLL was staffed by Concierge too but the Plexiglas makes it hard to see... LHR concierge in June was just awful though, more concerned about small talk with the contracted colleagues than with providing service.
Jul 29, 2020, 7:45 pm
#718
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
Programs: AC SE MM, FB Plat, WS Plat, BA Silver, DL GM, Marriott Plat, Hilton Gold, Accor Silver
Posts: 16,779
Jul 29, 2020, 8:25 pm
#719
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,354
He told me to call reservations for a rebooking when I misconnected. Like what is his job exact? The wonderful MLL agent Heather helped me instead.
I misconnected by about 60 seconds. They could have held the flight and still arrived on time. If, you know, the concierge had called the gate and told them I'd be about a minute late.
And that should be proactive. But I sent an email.
He's also the guy who years later said he won't help at all with "Earn Your Wings tickets".
I misconnected by about 60 seconds. They could have held the flight and still arrived on time. If, you know, the concierge had called the gate and told them I'd be about a minute late.
And that should be proactive. But I sent an email.
He's also the guy who years later said he won't help at all with "Earn Your Wings tickets".
Aug 13, 2020, 12:38 pm
#720
Join Date: Dec 2017
Location: YXU
Programs: AC SE100K, Marriott Bonvoy Titanium Elite, IHG Platinum Elite
Posts: 326
Interesting experience moments ago at YYZ. I was waiting to board AC8651 to YXU in the below-ground section of the D gates and a concierge sought me out, greeted me by name and said she just wanted to let me know the concierge team was still there to help and that the lounge was open again.
Of course I had just come from the lounge but it was a lovely greeting nonetheless. She left the area after our exchange.
Has anyone else had this experience? I’m an SE but not particularly special otherwise.
Of course I had just come from the lounge but it was a lovely greeting nonetheless. She left the area after our exchange.
Has anyone else had this experience? I’m an SE but not particularly special otherwise.