JordanK

Just reached SE for the first time. I noticed that there are two phone numbers: "Air Canada" and "Concierge". When should I use the AC number vs. the Concierge number? And, same question for the two support email addresses.

Is concierge able to help with Aeroplan issues, or do those still need to go through the regular Aeroplan call centre?

Any other tips or useful knowledge for a first-timer?

Thanks!
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vernonc

As a general rule (with exceptions), Concierges help if your flight is within 24 hrs. Normally your call will get routed to the AC SE line if your flight is further than 24hrs.
Aeroplan for all Aeroplan flight bookings, account info stuff. Concierges will help with a AE ticket but within 24hrs.

yyznomad

I think this is the correct thread for this... (?)
Anyone know current YYZ Black Box hours?

JordanK

Here's a weird question. When I use the AC mobile app and click the "Email" button for the SE e-mail, and send the email, it works and they process the email.

When I sent an email from my personal computer, I received an "Automatic Reply" that said:

And gave me the Concierge and Aeroplan phone numbers to call. Has anyone else experienced this?

Burgertime

I just had the identical situation (automated cannot help you via email response). Then 24 hours later received a response to my email, with a CAS #, and a follow up response to resolve the issue a few hours later that day.

HometoYYZ

I seem to be following this script. Sent an email yesterday, got the automated "LOL we don't do email here" response. Just now, about 20 hours later, got a "an Air Canada representative will get back to you as soon as possible" message with a case number.

If this is the case, maybe that automated email should be rewritten to say words to the effect of "We'll get back to you soon -- if this is about a particular booking, do one of these things to get help now."

ETA: Like JordanK, this happened when I sent an email from my computer, not by directly clinking on the SE email link in the app. Maybe it sorts emails based on the "expected" subject line that the app pre-populates?

ridefar

I am going to give a contrary experience to many in this thread. If the question is: "What exactly/can does the AC concierge do?" Then the answer is: not much lately. Closed their office early in YYZ the other night. Don't answer the phone. They don't have a mechanism for leaving a message and getting a call back. Basically unless you happen to be landside or willing to go back through security, and can visit their office personally, they are nonexistent/unavailable/useless. If anybody is thinking of mitigating the pain of YYZ via concierge services, I would have to say, don't count on it. And when I could speak to somebody, it was pretty clear that they knew less than the kids that replaced the experienced people a few years back. Pretty awful.

Bottom line: the concierge team is melting down as much as everything else at YYZ.

The other feedback I would have, which I did give to the conierge: is that under the present circumstances, unless you absolutely have to travel (for work), don't. Just use Zoom. I know many of us will hate that after 2.5 years of the pandemic, but really I just can't see traveling (via YYZ) on a regular basis until they get things sorted out. The failures are comprehensive. Personally, I will be doing my best to not travel until September/October. It really is that bad.

lcohen999

Yup...I'm still travelling weekly through YYZ and it is tough. It is now also a case of delayed flights because the previous flight didn't leave yet...so the gate is still occupied

It is rough

Far Siren

My experience with the YYZ concierge the last few times I dealt with them in the past month is the complete opposite. Each time they were attentive and competent. So it's interesting that your interaction was so different. But totally agree re YYZ it is a dumpster fire right now.

canadiancow

allbrosca

It doesn't help that there is a glitch in the system right now. My priority contacts tell me to contact the concierge for all Aeroplan matters. I had to call in and mentioned it to the concierge who answered and wondered why I called the concierge for an Aeroplan matter. I read out exactly what it said and he said that was wrong and he would look into it.

Aeroplan Contact Centre

For all Aeroplan inquiries, please contact the Air Canada Concierge using the numbers provided.

Captain Canuck

Good luck getting one on the phone - they are indeed overwhelmed. I had 5 flights this week, most of them were either significantly delayed or cancelled and required re-booking. Waited over 30 mins to speak with someone - one time I was given an option to press 1 and be transferred to SE Desk, which picked up in less than a minute ?

That being the case, the Concierge at YYZ (who I never actually spoke with) saved my bacon on Wednesday night on my connection from YVR-YYZ-LGA. Flights were being cancelled left right & center (including my original after being delayed 6 separate times). Last flight out was already boarded, but also delayed from departure. Gate Agent (who had no idea what he was doing) would not let anyone on (despite there being seats open on the flight). The Concierge called him and I was able to get on the flight ! Once onboard, I mentioned to the In Charge that there were still people trying to get on while we were delayed at the gate (for almost 2 hours), He advised the Captain, who left the plane to see what he could do. 20 minutes later 3 others (the last of the group unwilling to leave gate area) were allowed on.

Thank you YYZ Concierge.

CC

GeekyFlyer

I had a series of major disruptions this week; couldn’t reach out by phone; but concierge desk by email response time was closer to 30min than 72h.

canadiancow

My email from the 23rd still hasn't been addressed.

GeekyFlyer