Again, the e-mail likely goes to the central concierge pool, which apparently are mostly manning the priority reservation phone lines (as they identify themselves when you call reservations). Not the local FRA concierge I suspect.

It would seem more and more if you want to deal with an airport concierge, you need to approach them in-person. :-(

No. The local concierge e-mails go only to the local concierges. The central concierges only have access to the generic concierge e-mail address. If you e-mail the FRA concierge office, no one at the YMQ call centre is picking that up, and some stations will set an out of office letting you know that the concierge desk is closed for the night and when they'll be back.

I can confirm Adam Smith 's statement. The airport specific concierge emails only go to those stations. I have spoken to concierges at multiple stations and they confirmed this is the case.

If I am tight for time I email the local station and cc the central concierge, hoping for a faster response. I do find it extremely frustrating not to be able to get a quick response from the concierge service. Day of travel requests are typically time sensitive in nature.

My last encounter I was waiting to board a delayed transborder flight out of YYZ, I emailed the YYZ concierge suggesting a reroute that would help me. I got a reply saying they had sent to inquiry to Montreal and it may require a reprice. Then I responded again and explained why I thought it was a reasonable request. Eventually I got a call from the YYZ concierge offering to reroute me, but I had already boarded my delayed flight so it was a little late.

Given that no one answers the phone, how does one actually email a local concierge? Are email addresses documented somewhere?

Has a local station ever emailed you before? The email addresses all follow a similar pattern... If you know one, you know them all.

Got it. Thanks for the tip. Good to know!

My last one was on July 31:

Completely unprompted, and I'm usually aware of things like that. But I definitely get these from SFO every now and then. I think I've had one other from YYZ (based on a quick email search), but it was based on some previous concierge contact that day, so not completely unprompted.

If I get this right, that would be if you indeed happen to know the e-mail of the local concierge? Or are these available somewhere for SEs?

They do not seem to give a concierge card anymore. Looking at contacts on the app, they only hive the central e-mail address, "pre-travel or in transit."

(But yes, searching through old e-mails, I guess I can figure it out...)

yes, I get responses all the time

Todays' adventure had me giving up on someone answering the phone on the SE line after 12 minutes, so I tried Concierge, and gave up after 10 minutes, and then tried the SE line again, and gave up after this 13 minutes. 8AM EST.

Again, what is the actual point of this service?

Not as bad as when I waited 75mins on the concierge line to do an SDC.

So last night I had a flight delayed more than 3 hours. I emailed the concierge desk general email telling them I had gone to a hotel and to rebook me on specific flights the next day.

After I didn't get a quick reply I cc'd the YYZ concierge (the flight went through YYZ) and resent the email. YYZ answered right away saying they couldn't do anything (why not?), but that the central concierge desk could help.

It's now the next morning, and central concierge still hasn't responded. I wonder if there's even still space on the flights I wanted.

The system is truly broken

In the the end I got a response, 14hrs after my first email. It was from a favourite concierge. This time however he did not do what I asked, he just said "for urgent matters call 1-833-xxx-xxxx."

It would have been nice if he did what I asked in the email, instead I called, waited on hold for 35 minutes, and then asked them to read my email.

Concierge service is not what it used to be. I hope they fix it, because it's almost not worth being SE without useful and timely concierge service.
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