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What exactly can/does the AC concierge do?

What exactly can/does the AC concierge do?

Old Dec 30, 11, 12:04 pm
  #1  
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What exactly can/does the AC concierge do?

The information from AC is a bit vague. http://www.aircanada.com/en/travelin...concierge.html

Can someone give me practical examples of ways they "assist" (or have assisted) with the various services mentioned?

I fly J often, and have never (to my knowledge) used these services, which were apparently available to me. Maybe I should have?

Now I'm SE for the first time, and its seems like this is marketed as one of the primary perks. Is it really?

In particular, it says they can help with upgrades ... might they have more clout with *A partners in requesting discretionary upgrades? (E.g. When connecting from an AC-upgraded flight to LH or UA or SAA for the final leg?) Or upgrading travel companions?
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Old Dec 30, 11, 12:12 pm
  #2  
 
Join Date: Dec 2010
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Originally Posted by jdebeer View Post
The information from AC is a bit vague. http://www.aircanada.com/en/travelin...concierge.html

Can someone give me practical examples of ways they "assist" (or have assisted) with the various services mentioned?

I fly J often, and have never (to my knowledge) used these services, which were apparently available to me. Maybe I should have?

Now I'm SE for the first time, and its seems like this is marketed as one of the primary perks. Is it really?

In particular, it says they can help with upgrades ... might they have more clout with *A partners in requesting discretionary upgrades? (E.g. When connecting from an AC-upgraded flight to LH or UA or SAA for the final leg?) Or upgrading travel companions?
the concierges are there to receive gifts from SE's (chocolates, alcohol, etc.)

no really, they are great! but they're discretionary 'powers' have been drawn back significantly.

they often meet me at the gate when deplaning and there has been some sort of change, with new boarding cards in hand. they do flight changes for you. make sure you get to where you're going with least amount of trouble.
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Old Dec 30, 11, 12:25 pm
  #3  
 
Join Date: Jun 1999
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Flew YVR to YYZ and was going onwards to BRU.

Had limited time in YYZ and realized that I had my gf's credit card on me.

Called concierge and she met me in the MLL where she took it and my info and sent it Purolator to Vancouver. I couldn't do it myself as all postal services were curbside and I risked missing my onward flight.
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Old Dec 30, 11, 1:08 pm
  #4  
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I forgot a book on the plane. Waiting for my train (in FRA), I hust remembered. Phoned the concierge, she piccked it up and had it for me when I flew back.

I was in Montreal for a conference. Two colleagues were flying back together to YYC but they did not go to the airport together. One of them slipped, fell and broke some bone in her arm. I phoned the concierge and had her page ther companion, who by that time was in the lounge.

In KIX (a while back) the concierge helped me ship my luggage to the hotel where I would stay later in the week.

At YYZ, coming back from Florida, flight was late and connection tight. Concierge was waiting for me at the gate and got me though immigration etc very quick, and escorted me to the departure gate.

Once at YYC, I went to the airport with wrong (expired) passport. Concierge rebooked me on the next day flight.

When I could not check in online, I phoned the conciergeat YYC. Who found my ticket change had not been completed properly, did it and checked me in.

(This said, I don't think I have had contact with a concierge in one flight in 20, or even more.)
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Old Dec 30, 11, 1:09 pm
  #5  
 
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I flew my GF out to London to meet me for part of a trip. The morning of her arrival, I realized I was going to be late to pick her up (work at the client site was taking longer than expected). Anyhow, I called the concierge at Heathrow, and asked her if she could let my girlfriend know about the delay.

Anyhow, not only did she meet my GF at the door of the plane, she assisted her through customs/immigration, then got her into the Arrivals lounge, despite my GF flying on a Y reward ticket.

Needless to say, the concierge saved my bacon that day.
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Old Dec 30, 11, 2:18 pm
  #6  
 
Join Date: Apr 2009
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I hope for cases like that - which really are above and beyond - you sent in a commendation.
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Old Dec 30, 11, 2:19 pm
  #7  
 
Join Date: Nov 2011
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I've had these experiences:

Getting stuck in traffic in Vancouver and was going to miss my flight home to YEG. Called the concierge and she printed my bp, met me at security, and rushed me through and onto the flight at the last minute. There was no way I would have made the flight without that!

Oversleeping....happens to all of us once in a while, and when it does, calling the concierge is very helpful. They know that when you say "I need to be there by x:00," you mean it! They will think of the strangest routes and search high and low to get you where you need to go! I once got from YEG to YYJ via YLW and YVR....I got there by noon, and I didn't have to buy the nearly $900 one way Y fare via YVR alone!

Living in YEG, snow is a reality, especially with the Dash 8's that fly to YYC. I have had the concierge call at 5am to tell me my flight has been cancelled because of snow, and whether I'd like to go on an earlier or later flight instead. Sometimes they would call before the flight showed up as delayed/cancelled on the FIDS!

In irregular ops, they're amazing. I was once diverted to calgary because of a cracked windshield enroute YEG-YYZ. There were 2 agents in YYC to meet the full A320 and rebook us all....Called the concierge in YEG to check what the last flight of the day to LGA (my final destination) was, and the loads. She checked and said it was at 20.30, and it was half full. She also said that because AC changed the flight number on the new flight to YYZ, she couldn't rebook me, and I'd have to let the YYC agents do it. Just having her check that was great, as it let me relax all the way to YYZ, and not worry whether or not I'd get to NYC that day!

As SE, I never used the concierge much, I always looked at them as more of an "emergency" or last resort assistance, for which they are great!
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Old Dec 30, 11, 6:00 pm
  #8  
 
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http://www.flyertalk.com/forum/air-c...ge-thread.html
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Old Dec 30, 11, 6:04 pm
  #9  
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http://www.flyertalk.com/forum/air-c...ight=concierge
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Old Dec 30, 11, 6:46 pm
  #10  
 
Join Date: Apr 2000
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My son was at university, heading home for Christmas. Slept in. I'm SE, long time. Called SE to see if they could help expedite this disaster.

He woke at 707. Was on the plane in his seat at 752. With some help.

Awesome.
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Old Dec 31, 11, 12:55 am
  #11  
 
Join Date: Dec 2006
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Back when I was SE, the concierges helped me as follows:

On a booking SYD-YVR-YEG with my wife, originally needed a longer layover in YVR. Things changed and we needed to get an earlier flight YVR-YEG but earlier flights were full and the check-in agent was not able to do anything. Spoke to the SYD concierge and when we got to YVR the conceirge greeted us at the gate with new boarding passes for an earlier flight. IIRC she also had new baggage tags for us to apply to our bags once they were picked up in customs.

On a booking YEG-YYC-PHX (one of the few times I travelled within NA with checked bags) my bag did not show up at YYC at US customs. Concierge went down to baggage to see if the bag could be located.

There were a few other things they did for me that were quite helpful too...
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Old Dec 31, 11, 2:30 am
  #12  
 
Join Date: Sep 2005
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The concierges make you feel that you have a butler or a local host who in many times can make your travel headaches and worries disappear. Once you are a SE, concierge services and top priority seat upgrading are the two privilege that you enjoy most. You do not have to exercise it, but when in need, you are happy that it is there for you to use.

When you are Elite, lounge access is No.1 benefit you may enjoy, but once you are SE, this benefit is moved over to become No.3.
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Old Dec 31, 11, 3:05 am
  #13  
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I think most SEs would agree that concierges are most valuable when things go wrong. When flights are delayed / cancelled etc. the concierges will take care of you and will have often rebooked you before you even have a chance to talk to an agent.

I havenīt been a SE for a long time, but had the opportunity to experience their service a few weeks ago.

I flew US-YYZ-Canada and my baggage didnīt arrive at YYZ, AC baggage desk wasnīt any help ("Well, if itīs not here, itīs probably been lost", genius). Called the concierge, they were able to track down where it was lost, made sure it was at my destination when I got there and gave me a call at the MLL before boarding to inform me everything had been taken care of. ^
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Old Dec 31, 11, 7:27 am
  #14  
 
Join Date: Feb 2011
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I only have the Concierge contact numbers from the SE package.
Can anyone PM me the YVR Concierges email address?
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Old Dec 31, 11, 8:05 am
  #15  
 
Join Date: Jan 2004
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As a former SE, the concierge service was the only benefit that stood head and shoulders above all others.
These ladies (and occasional men) are invaluable in IROP situations. They will re bok you while you are in the aire, meet you at the gate- hand you your new boarding passes and sometimes even a surprise upgrade when you have had a bad time flying.

I continue to drop in to say hello to YOW concierges and shoot the breeze with them a bit even though I am now E, I occasionaly have J BP in hand. This is one perk ACTT need to take notice that TT members really appreciate.

Concierges have told me that there are two kinds of SEs. Those who come in and demand service and treat them as an entitlement and those who take the time to be polite and perhaps take things in stride when things go wrong.

Guess which ones get remembered for more than one year !
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