How long before the Concierge Service is gutted?
Sep 29, 2013, 5:30 am
#1
formerly known as DeltaNYC
Original Poster
Join Date: Mar 2002
Location: YYZ, mostly...
Programs: AC SE100K / BA Bronze / Marriott Ambassador (LT Plat) / Hilton Diamond / IHG Plat
Posts: 1,704
How long before the Concierge Service is gutted?
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?
Sep 29, 2013, 6:11 am
#2
Join Date: Mar 2007
Location: Charlottetown, PE YYG
Programs: AC*SE, Bonvoy Lifetime Titanium
Posts: 303
How long before the Concierge Service is gutted?
I've had some great service from the Concierges over the years. And some not so great service. The big thing for me was being able to get a hold of someone who could help in IROPS. It was a big worry of switching to United; however, that has been one of the best surprises at United. I've gotten better service from agents in the United Club or even just check-in. I believe it for one simple reason - they are not terrified of getting in trouble from management. I've had them move me into F, J Y and B fares to make sure I get to my destination. Send me to different cities and pay for ground transportation so I can make a meeting. Take an earlier flight or later flight at no charge. Every time I asked the concierge something it was "I'm going to get in trouble for doing that". BTW - I'm not asking United to do something they shouldn't. They are offering up these options. Same with AC. I just asked to get to my destination.
Sep 29, 2013, 7:41 am
#3
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,309
I've had some great service from the Concierges over the years. And some not so great service. The big thing for me was being able to get a hold of someone who could help in IROPS. It was a big worry of switching to United; however, that has been one of the best surprises at United. I've gotten better service from agents in the United Club or even just check-in. I believe it for one simple reason - they are not terrified of getting in trouble from management. I've had them move me into F, J Y and B fares to make sure I get to my destination. Send me to different cities and pay for ground transportation so I can make a meeting. Take an earlier flight or later flight at no charge. Every time I asked the concierge something it was "I'm going to get in trouble for doing that". BTW - I'm not asking United to do something they shouldn't. They are offering up these options. Same with AC. I just asked to get to my destination.
The UC agents are the best. Oh your flight to BUF is delayed by an hour, we'll just send you to YYZ.. No charge. No hassle.
Sep 29, 2013, 8:38 am
#5
Join Date: Jan 2003
Location: AC SE, SPG Lifetime Plat, ACMM
Posts: 3,535
It will be gutted next year after they have announced the SE benefits. You can protest but you will be told that "in the interests of being fair to all passengers and economic considerations this benefit has been identified by our focus group as being unnecessary. In keeping with our listening to our customers policy we have therefore cancelled this benefit"
Sep 29, 2013, 10:24 am
#6
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
It will be gutted next year after they have announced the SE benefits. You can protest but you will be told that "in the interests of being fair to all passengers and economic considerations this benefit has been identified by our focus group as being unnecessary. In keeping with our listening to our customers policy we have therefore cancelled this benefit"
Sep 29, 2013, 10:42 am
#7
Join Date: Dec 2001
Location: YYZ
Posts: 6,138
Also loved getting single-agent phone assistance from the 1K desk (reservations / awards / baggage / etc). Far preferable to getting "priority access" to several different call centres.
Sep 29, 2013, 10:48 am
#8
Join Date: Mar 2005
Location: YUL, BKK, VLC
Programs: Aeroplan E75
Posts: 616
With some neuro-linguistic programming it becomes
"in the interests of being fair to all passengers and economic considerations this benefit has been identified by our focus group as being unnecessary. In keeping with our listening to our customers policy this service is now provided by a new exclusive super elite website which will tell you how great our relationship with our Super Elite clientele is"
Sep 29, 2013, 11:06 am
#9
Join Date: Jan 2013
Programs: Aeroplan Diamond, SPG Plat, Hilton Gold, Marriott
Posts: 1,839
It will be gutted next year after they have announced the SE benefits. You can protest but you will be told that "in the interests of being fair to all passengers and economic considerations this benefit has been identified by our focus group as being unnecessary. In keeping with our listening to our customers policy we have therefore cancelled this benefit"
Sep 29, 2013, 12:32 pm
#10
FlyerTalk Evangelist
Join Date: Mar 2000
Location: Southern Alberta
Posts: 20,550
While I have been quite cynical about "enhanced benefits", the concierge service is the hallmark of being a super Elite. I do not think that AC will tinker with this one.
Now for accumulation levels, upgrades, and other SE benefits, all bets are off.
I am good friends with a concierge. I will get the scoop tomorrow.
Now for accumulation levels, upgrades, and other SE benefits, all bets are off.
I am good friends with a concierge. I will get the scoop tomorrow.
Sep 29, 2013, 12:32 pm
#11
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Couldn't agree more with some of the previous posters. AC supervises Concierges' actions so they are paralyzed with fear of being reprimanded. I had one concierge tell me that if she upgraded me the way she used to 4+ years ago, she would have an email the next morning asking her to justify her actions.
Run of the mill UA agents seem to be able to do what it takes to make you happy even if it means changing your fare class to full Y to improve your odds at upgrading.
As for gutting the concierge service, that will be done "at the request of our loyal Altitude members ..."
Run of the mill UA agents seem to be able to do what it takes to make you happy even if it means changing your fare class to full Y to improve your odds at upgrading.
As for gutting the concierge service, that will be done "at the request of our loyal Altitude members ..."
Sep 29, 2013, 1:34 pm
#13
FlyerTalk Evangelist
Join Date: Feb 2000
Posts: 12,068
While I have been quite cynical about "enhanced benefits", the concierge service is the hallmark of being a super Elite. I do not think that AC will tinker with this one.
Now for accumulation levels, upgrades, and other SE benefits, all bets are off.
I am good friends with a concierge. I will get the scoop tomorrow.
Now for accumulation levels, upgrades, and other SE benefits, all bets are off.
I am good friends with a concierge. I will get the scoop tomorrow.
Sep 29, 2013, 2:59 pm
#14
FlyerTalk Evangelist
Join Date: Mar 2000
Location: Southern Alberta
Posts: 20,550
Sep 29, 2013, 3:16 pm
#15
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255