The NO THANKS CONCIERGE thread: Documenting the failure and deviation of the service
Sep 26, 2022, 10:44 am
#211
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
Agree. The FRA concierges are usually very good and helpful though they let me down on my most recent flight. I lost a pouch with cables and noticed it when I got to the luggage belt. I emailed them and only got a reply 2 days later telling me I should file a lust item request through the website. Not very helpful.
It would seem more and more if you want to deal with an airport concierge, you need to approach them in-person. :-(
Sep 26, 2022, 10:57 am
#212
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
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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.
Last edited by Adam Smith; Sep 26, 2022 at 5:05 pm Reason: Corrected typo
Sep 26, 2022, 12:25 pm
#213
Join Date: Dec 2005
Programs: OW Emerald, *A Gold
Posts: 6,913
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. :-(
It would seem more and more if you want to deal with an airport concierge, you need to approach them in-person. :-(
Sep 26, 2022, 12:32 pm
#214
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,439
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.
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.
Sep 26, 2022, 1:08 pm
#215
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,105
No. The local concierge e-mails go only to the local concierges. The central concierges only have access 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.
Sep 26, 2022, 2:13 pm
#216
Join Date: Dec 2002
Location: Toronto, ON, CANADA
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Posts: 1,881
Sep 26, 2022, 2:19 pm
#217
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Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,105
Sep 26, 2022, 4:28 pm
#218
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Hello/Bonjour
Mr. Kennedy: An update on your flight
now departing at 1:40pm arriving Toronto at 9:33pm due to the late inbound aircraft (flight AC737 already on its way to SFO- landing at 11:55am) Boarding will begin at 12:55pm from gate D12
Terminal 2. Please kindly take the connector hallway- direction gates E
F
and G for the closest United lounge near your departure gate (about 5 minute walk) Any updates will be forward to you regarding your flight. We apologize for the inconvenience and we thank you for your patience. Warm regards
Luis SFO Concierge
Mr. Kennedy: An update on your flight
now departing at 1:40pm arriving Toronto at 9:33pm due to the late inbound aircraft (flight AC737 already on its way to SFO- landing at 11:55am) Boarding will begin at 12:55pm from gate D12
Terminal 2. Please kindly take the connector hallway- direction gates E
F
and G for the closest United lounge near your departure gate (about 5 minute walk) Any updates will be forward to you regarding your flight. We apologize for the inconvenience and we thank you for your patience. Warm regards
Luis SFO Concierge
Sep 26, 2022, 5:30 pm
#219
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
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.
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...)
Sep 27, 2022, 7:04 am
#221
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,105
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?
Again, what is the actual point of this service?
Oct 1, 2022, 5:55 am
#223
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,439
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.
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.
Oct 1, 2022, 2:01 pm
#225
Join Date: Dec 2007
Location: YYJ
Programs: AC SE*MM, Bonvoy LT Plat, HH Gold, National EE, Sixt Plat, Hz 5*
Posts: 2,439
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.
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.
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.