How long before the Concierge Service is gutted?
#31
Join Date: Apr 2010
Location: YYZ
Posts: 1,225
You dont have much choice based in YSB but stick by AC now do you?
left AC for UA 2 years ago and best move ever!
left AC for UA 2 years ago and best move ever!
#32
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
I manage to get the upgrades to which status is key. I care about the extra space. Food ,movies,wine,bin space..... are all items that are nice to have. Seat space is a must have when I travel and that makes SE a valuable tool.
I agree that choice is restricted ex YSB, and expensive. Hence my revenue based advocacy for FF status . I was always amazed that 10K, or less worth of travel to ASIA would get you SE status . For many years I labored in Y with approximately 100 segments annually and all it got me was E. It was also expensive.
FT educated me and the Dos gave me an opportunity to meet AC executives who listened to me as well as many others.^
Will stay with AC/Express until I retire ,most likely
#33
Join Date: Mar 2013
Posts: 252
I agree that choice is restricted ex YSB, and expensive. Hence my revenue based advocacy for FF status . I was always amazed that 10K, or less worth of travel to ASIA would get you SE status . For many years I labored in Y with approximately 100 segments annually and all it got me was E. It was also expensive.
AC management seem to have taken the ridiculously simple view that SEs are valuable - while all other FFs are not worth having. This would include all mid-tier elites and also those pax who buy full fare J tickets - who they continue to treat as second class citizens.
I'm not sure why anyone would continue to defend a management team that has such a simplistic, nave and poorly thought through approach to customer relations?
Back on topic I think that AC will likely keep the concierge program for the immediate future - if only due to management's poorly constructed approach to customer segmentation.
#34
Join Date: Feb 2005
Posts: 7,156
Since I've never been an SE, I never got a chance to experience the Concierge Service. But from what I've read here, it's one of the most sought-after perks of being an SE100K.
With all the recent cutbacks, devaluations, gutting of the FF program - whatever you want to call it - do you guys not think that the Concierge Service is also in AC's crosshairs?
The website indicates that there are 150+ concierge agents in the workforce, and quite a few stationed outside of N. America. This must have some impact on AC's bottom line.
Finally, if they did decide to do away with this program, would it influence your decision to go for SE100K status?
With all the recent cutbacks, devaluations, gutting of the FF program - whatever you want to call it - do you guys not think that the Concierge Service is also in AC's crosshairs?
The website indicates that there are 150+ concierge agents in the workforce, and quite a few stationed outside of N. America. This must have some impact on AC's bottom line.
Finally, if they did decide to do away with this program, would it influence your decision to go for SE100K status?
In case of North American IROP, On My Way is a cheap and better alternative to the Concierge Service.
#35
Join Date: Jan 2001
Location: YXU, ON Canada
Programs: AC LT E50K; AC*MM; SPG LT Gold
Posts: 4,665
At LHR, Kelvin is the person you're talking about. He was promoted to manager there and so isn't on the floor as often.
#36
Join Date: Jan 2005
Location: Vancouver, Canada
Programs: United MileagePlus Silver, Nexus, Global Entry
Posts: 8,798
#37
Join Date: Jan 2005
Location: Vancouver, Canada
Programs: United MileagePlus Silver, Nexus, Global Entry
Posts: 8,798
Moses Beacon!
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http://www.youtube.com/watch?v=fVZIEAODhEE
I love "Come Fly with Me."
http://www.youtube.com/watch?v=aqyaVcM5pGc
http://www.youtube.com/watch?v=fVZIEAODhEE
I love "Come Fly with Me."
#39
Join Date: Mar 2012
Location: LGA
Programs: DL DM, UA Gold, Marriott Plat Prem., Hilton Gold, National Exec Elite.
Posts: 2,533
Yes! This is the nonsense I've mentioned many times before where I was paying $300 more to go FLL-YYZ-YVR-YYC, so that I could get a pod on YYZ-YVR, and they kicked me off my flight under the guise that there would only have been 30 min left from the time I checked my bag back in after customs - and so I said fine that sucks but I can live with it, put me YYZ-YYC direct, and the concierge kept saying she would get in trouble, and that i had to keep the same routing, even without pod - had to argue for 30 min, and finally pull out the "I had a kosher meal ordered on the original flight, you damn well better on this flight, or else you'll offend my religious sensibilities" card. That incident and one with the old man at LHR have soured my view on concierges.
#41
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,578
Example of how gutted the program is already...
Was flying ORD-YYZ-YEG with an "illegal" short connection (45 minutes). Of course everething goes wrong... flight is about 10 minutes late leaving ORD, long taxi, takes off westbound, lands westbound on the runway at the north end of the airport (furthest from T1), stuck on tarmac, switch gates. Bottom line is door opens with 15 minutes until departure.
Breeze throguh customs thanks to Nexus and am in security line with 10 minutes to go. Phone the YYZ Concierge who tells me the flight is already closed - no offer to call the gate, nothing. Basically told you're on your own buddy. Show up at gate 5 minutes before departure with plane at gate and bridge still attached, but no joy today from AC. Get to spend 2 hours enjoying the MLL instead.
In the "old days" the concierges used to hold planes for SE's.
Breeze throguh customs thanks to Nexus and am in security line with 10 minutes to go. Phone the YYZ Concierge who tells me the flight is already closed - no offer to call the gate, nothing. Basically told you're on your own buddy. Show up at gate 5 minutes before departure with plane at gate and bridge still attached, but no joy today from AC. Get to spend 2 hours enjoying the MLL instead.
In the "old days" the concierges used to hold planes for SE's.
#42
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,183
I'm not sure that's a reasonable expectation, in general.
It's one thing if you're going to be there one minute after the scheduled door closing, but in the general case of "I know you want to close the door in 5 minutes, but I just have to clear customs, get across the airport, get through security, and get to the gate.", how long should they wait? What if you're held up in customs, or at security, etc.
I had one very close call. If I had just run a little bit faster, I would have made it. But I would have been drenched in sweat, which wouldn't have been fun for me or anyone around me. I was definitely not SE at the time, and while I was a little upset at the time that they couldn't wait two minutes for me, in hindsight, I'm glad they didn't.
It's one thing if you're going to be there one minute after the scheduled door closing, but in the general case of "I know you want to close the door in 5 minutes, but I just have to clear customs, get across the airport, get through security, and get to the gate.", how long should they wait? What if you're held up in customs, or at security, etc.
I had one very close call. If I had just run a little bit faster, I would have made it. But I would have been drenched in sweat, which wouldn't have been fun for me or anyone around me. I was definitely not SE at the time, and while I was a little upset at the time that they couldn't wait two minutes for me, in hindsight, I'm glad they didn't.
#43
FlyerTalk Evangelist
Join Date: Mar 2005
Location: YYZ
Programs: AC*SE 2MM
Posts: 16,578
I'm not sure that's a reasonable expectation, in general.
It's one thing if you're going to be there one minute after the scheduled door closing, but in the general case of "I know you want to close the door in 5 minutes, but I just have to clear customs, get across the airport, get through security, and get to the gate.", how long should they wait? What if you're held up in customs, or at security, etc.
It's one thing if you're going to be there one minute after the scheduled door closing, but in the general case of "I know you want to close the door in 5 minutes, but I just have to clear customs, get across the airport, get through security, and get to the gate.", how long should they wait? What if you're held up in customs, or at security, etc.
#44
Join Date: Feb 2003
Programs: AC SE MM, too many others
Posts: 1,407
Having been SE for many years, my experience(s) with concierges has been most variable. When living in Edmonton, I'd often get calls about flight delays from the concierge. Once in Toronto on my way to LHR, I was greeted and walked through security by one, much impressing my colleague. At the other end, CP's old concierge (David?) was the most amiable and helpful, and he appeared in the BBC series "Airport" and parodied in another British satire on the airport and an LCC. However, when I really needed help with tight connections or cancelled flights of late, they've been nowhere to be found to help. So losing them would not be a great loss in my opinion...particularly as I have decided to ditch AC generally.
#45
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,741
I can't say I have ever got bad service from a concierge.
And BTW the service has continued for many years through tick and thin, including the bankruptcy. There is not one shred of evidence that AC wants to eliminate the concierges.
Rather the opposite, what it appears to be happening is that they are cutting on the FF program, while at the very least maintaining service at its current level.
Let's face it, actual (deflated) cost of flying 35k miles today is significantly less than 20 years ago. It's only to be expected that at the low end FF benefits are getting reduced.
And BTW the service has continued for many years through tick and thin, including the bankruptcy. There is not one shred of evidence that AC wants to eliminate the concierges.
Rather the opposite, what it appears to be happening is that they are cutting on the FF program, while at the very least maintaining service at its current level.
Let's face it, actual (deflated) cost of flying 35k miles today is significantly less than 20 years ago. It's only to be expected that at the low end FF benefits are getting reduced.