Similar situation here. My email from June 21 for a major schedule change that does not work at all still hasn't been addressed. Travel is three weeks away so not "immediately urgent" but taking a long time nonetheless. I wanted to avoid calling in but I may have to do just that this week to secure alternate flights and seats.

Aren't concierge's for same day (stretching sometimes to next day) travel? Not at all trying to criticize, just curious. Why not call the SE desk? Which through thick and thin has always picked up promptly for me.

That's generally my attitude, though I don't think sending an email is too bad, given it's the only way to do anything by writing, and they can handle it when they're free - you're not forcing them to deal with your issue at the expense of people travelling today.

And I just gave up on a call to the SE line after 16 minutes on hold. Much easier to fire-and-forget an email.

I usually use the SE email vs the concierge email when travel is not imminent.

Huh. I thought the SE email was just for Aeroplan issues.

I use the SE email for after flight complaints. I haven't tried it for before departure requests. Status related things like incorrect eupgrades as well.

Is this the standard email? I'm confused by the 2nd sentence which says they can't handle my request by email. But how else do I submit a customer complaint about a past flight. I sent an email about a past issue this morning but now I'm confused by this automatic response.

Hello/Bonjour

Thanks for contacting us. Unfortunately, we’re unable to handle your request by email. For pre-travel requests and inquiries, please call the Air Canada Concierge Desk at one of the following numbers:

· North America (Toll-free): 1-

· International (Toll-free): Dial code +

· Other areas (No toll-free):
If you have an Aeroplan booking, please call our dedicated Priority Reservations line at one of the following numbers.
· North America (Toll-free): 1

· International (Toll-free): Dial code +

· Other areas (No toll-free):
Please remember to enter your Aeroplan number when prompted so that the system can place you into priority sequence.

If you’ve already submitted a comment or complaint about past travel, our Customer Relations Department will respond to you within 3 days.

If you’re missing a bag or have any other baggage related concerns, please fill out the form on our Let us Know page.

If you would like to report a lost or forgotten item, please visit our

We appreciate your loyalty and look forward to welcoming you on board again soon.

Sincerely,

Air Canada

I was told by Concierge that when travel is imminent (within 24h), contacting airport concierge is the way to go. But when travel is not within 24h, the central Concierge Desk is best. I did send an email to the SE email address but received an auto-reply that they can't handle email requests and to contact the Air Canada Concierge Desk, which is what I did.

I prefer to send an email with all the info needed to take care of things.

My email from June 21 was addressed today (June 27).

According to the AC website, I have some kind of issue with flights on an upcoming trip and need to call in. Since the trip is in three days, and my waitlisted e-ups seem to have evaporated as well, I did call into the 'SE Desk" yesterday. After an hour on hold, and I bailed. Same story today.

So, at this point, I'm just going to call the Concierge line and see if get any faster response. I normally wouldn't do this unless travel was within 24 hours, but clearly it's a .... show right now. I can only imagine what non-status holders are experiencing.

Update: I did get through to the Concierge and apparently there's nothing wrong with my rez. She said that she's had several calls where the website insists that flights have changed but she sees nothing untoward.

So, despite the AC web site, AC mobile app, Flight Pass website, and even Cow's tool showing varying degrees of truth regarding pending e-ups and even number of flights, the iten that I just got emailed shows everything is as it should be. And I'm considering that the authoritative source of truth for now.

I just emailed the Super Elite address for the first time with a non-urgent question about a missing Priority Reward and got this same email. So... who would I email about this? The concierge address? Has the regular SE address always had an auto reply saying they can't help by email? :confused:

A couple of friends today were YHZ-LHR (actually, are. Lets hope they can sober up some MAX pilots by the posted 9.5 hour delay expires), so I fired over a couple of MLL passes as one does. Apparently the lounge agent let them in, and then tried to revoke access when noticing it said "located in the domestic or transborder departure zones of Canadian airports". Thankfully another guest in line spoke up (which one of you?) noting the passes had been canceled, they had to be let in. And they were.

No point in making a federal case out of it, I emailed the local and an hour later got a response confirming that yes, the agent was new and that the proper interpretation would be passed along.

I'll count this as a personal and personalized success.

I can never find this link on the website ... it's there somewhere, but I can't find it so I have it bookmarked instead:
https://accc-prod.microsoftcrmportal...s/#tileGeneral
You can use this to open a support ticket for Aeroplan issues (such as missing priority rewards) ... use General -> Aeroplan. I've always got pretty good response via this route.

I went back through my emails and there’s that auto reply on all of them, and nearly all of my emails to them are post-flight. Once I was asking about my SE package status and once I had a question about an upcoming flight. Got a human reply on all of them. ¯\_(ツ)_/¯

I would love to be able to contact my local airport's Concierge desk, but I have no idea where to find that contact number/email. Where would I obtain it? YOW, in case you have a list stashed somewhere.

Next time you text at the airport, ask them for the email. They will not give you a phone number.