The NO THANKS CONCIERGE thread: Documenting the failure and deviation of the service
Aug 8, 2018, 9:25 pm
#91
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,881
I do this every other time and this time in hindsight I should have just gone from EWR to NYC and taken the flight AC had auto reconfirmed us for the next day. On a forced overnight in transit, Chase would (and has) paid us for a $500 hotel on my ticket, $500 in meals on my wife's, and $500 for transit/clothing/etc on my son's. But since YYZ was our ticketed destination it would have been an uphill battle to claim a hotel there.
Concierge said if we walked to the in terminal Sheraton and paid, we could try claiming it back to AC customer sercice but it would be denied.
Concierge said if we walked to the in terminal Sheraton and paid, we could try claiming it back to AC customer sercice but it would be denied.
Aug 8, 2018, 9:36 pm
#92
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
Aug 8, 2018, 11:06 pm
#93
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,195
AC first denied hotel and offered us a limo ride home because YYZ was the end of our ticket. While I was agreeing to the limo I asked the concierge to double check my address. They cut me off mid sentence and said they just noticed I lived 3+ hours by car and that hotel vouchers would be fine.
I didn't notice that the car rental center was closed at the time of arrival, that would have been a good reason as well.
Aug 9, 2018, 2:05 am
#94
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,331
I've never had luck having them override hotel when they were out of their preferred rate. I just don't ask anymore.
If they don't proactively offer a hotel, I use my credit card insurance.
If they don't proactively offer a hotel, I use my credit card insurance.
Aug 9, 2018, 5:53 am
#95
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
Aug 9, 2018, 8:19 am
#96
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,195
Hertz app shows 58 rentals year to date. Love the upgrades, but Hertz YYZ often has issues posting my correct return, and are nearly impossible to reach by phone. which lead to minor hassles like the latest: "please un-report the Alfa Romeo I returned a month ago stolen when I have photos of the return and you have been re-renting it to others...."
Aug 9, 2018, 8:42 am
#98
Join Date: Aug 2001
Posts: 110
You cant get there from here
So I dropped my golf bag off at YYZ today, US departures.
I get through to CBP, and get a hit that I have to go back to the back room to wait for it to be screened.
30 minutes in, I get concerned.
It turns out, the bag was never imaged.
They don't know where it is.
They don't know if it is still in the back room, or might have gone to the plane.
It took an hour and 15 to resolve, with me pushing them to make multiple calls. The excuses from AC came fast and furious - that luggage is contracted out, etc. It was only when I began to push them and had 3 of them on the phone, working the ramp, inside and CBP to find it that they resolved it.
They lost it. Then found it. Within the first 20 feet.
(And in the middle of all this, I called the Concierge to see if they could help. They still haven't called back. See my separate thread of Concierge Fails)
It turns out the lady never scanned it, and I was told I should have waited and asked her if she actually had a scan.
I tell you, some days this airline manages to go beyond basic incompetence to something that is world class incompetence. I mean, it didn't even get beyond the first step!
I get through to CBP, and get a hit that I have to go back to the back room to wait for it to be screened.
30 minutes in, I get concerned.
It turns out, the bag was never imaged.
They don't know where it is.
They don't know if it is still in the back room, or might have gone to the plane.
It took an hour and 15 to resolve, with me pushing them to make multiple calls. The excuses from AC came fast and furious - that luggage is contracted out, etc. It was only when I began to push them and had 3 of them on the phone, working the ramp, inside and CBP to find it that they resolved it.
They lost it. Then found it. Within the first 20 feet.
(And in the middle of all this, I called the Concierge to see if they could help. They still haven't called back. See my separate thread of Concierge Fails)
It turns out the lady never scanned it, and I was told I should have waited and asked her if she actually had a scan.
I tell you, some days this airline manages to go beyond basic incompetence to something that is world class incompetence. I mean, it didn't even get beyond the first step!
Perhaps the worldwide wide support number would have been a better option, but either way, I still don’t see what could be done as a search was being conducted. Maybe if you were at your destination and your bag didn’t show, maybe if you were about to take off and wanted them to start making calls while you were in the air, but still. They have luggage protection to reimburse you, not special skills to find luggage that the airport don’t have.
Aug 9, 2018, 8:49 am
#99
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,104
How is that wrong?
Aug 9, 2018, 8:56 am
#100
Join Date: Oct 2013
Location: YEG
Programs: AC Lifetime SE100K, 3MM, SPG Lifetime Plat, Hertz PC, National Executive Elite
Posts: 2,901
There were people involved. They were quickly dropping the ball and moving on to other projects, just like GA's. My experience has been that when their inertia settles in and they start to ignore you, the Concierge can have a wonderful ability to get them back into motion.
How is that wrong?
How is that wrong?
Aug 9, 2018, 8:58 am
#101
Original Poster
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,104
Maybe.
As I said: "...with me pushing them to make multiple calls. The excuses from AC came fast and furious - that luggage is contracted out, etc. It was only when I began to push them"
The default action of any Air Canada customer service rep is inaction. AC Concierge's can sometimes invoke basic laws of physics.
I don't get why he thinks it is wrong. Whatever.
As I said: "...with me pushing them to make multiple calls. The excuses from AC came fast and furious - that luggage is contracted out, etc. It was only when I began to push them"
The default action of any Air Canada customer service rep is inaction. AC Concierge's can sometimes invoke basic laws of physics.
I don't get why he thinks it is wrong. Whatever.
Aug 9, 2018, 9:09 am
#102
Join Date: Feb 2005
Posts: 7,156
Welcome to the club of other non-SE's flying in a class of service that is supposed to be entitled to the concierge service!
Aug 9, 2018, 9:18 am
#103
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
I know this thread has become more of a thread about how to reach Amex Concierge, but I just have to comment that I am amazed at what some people expect from this service. The OP was present at the airport and communications with three people who had the most knowledge about a lost piece of luggage. How could a concierge on the phone possibly be able to provide better information on where your bag is or find the right people who would know.
Perhaps the worldwide wide support number would have been a better option, but either way, I still don’t see what could be done as a search was being conducted. Maybe if you were at your destination and your bag didn’t show, maybe if you were about to take off and wanted them to start making calls while you were in the air, but still. They have luggage protection to reimburse you, not special skills to find luggage that the airport don’t have.
Perhaps the worldwide wide support number would have been a better option, but either way, I still don’t see what could be done as a search was being conducted. Maybe if you were at your destination and your bag didn’t show, maybe if you were about to take off and wanted them to start making calls while you were in the air, but still. They have luggage protection to reimburse you, not special skills to find luggage that the airport don’t have.
It's about the Air Canada Concierge, which is not the same.
The Air Canada Concierge can certainly assist with luggage issues and have done so in the past for Super Elites. It's well-documented here on FT for the last 15+ years.
Aug 9, 2018, 9:29 am
#104
Join Date: Feb 2005
Posts: 7,156
All paid business class on an International flight operated by AC, excluding the domestic connector portion (unless it is a Signature service flight)*, services at the concierge office, Aeroplan/*A redemption, eUpgrade and LMU. The latter are exclusively available to SE only.
*If you fly YYZ-YVR-PEK, you will not be eligible for concierge service at YYZ unless it is Signature service flight, including access to the concierge office at the priority check-in counter. Supposedly you should receive full concierge service at YVR and PEK and vice versa. In other words, if you YYZ-YVR is operated by an A321, too bad. Book one with a Signature business class cabin.
*If you fly YYZ-YVR-PEK, you will not be eligible for concierge service at YYZ unless it is Signature service flight, including access to the concierge office at the priority check-in counter. Supposedly you should receive full concierge service at YVR and PEK and vice versa. In other words, if you YYZ-YVR is operated by an A321, too bad. Book one with a Signature business class cabin.
Last edited by Clipper801; Aug 9, 2018 at 9:47 am
Aug 9, 2018, 9:37 am
#105
Join Date: Oct 2013
Location: YEG
Programs: AC Lifetime SE100K, 3MM, SPG Lifetime Plat, Hertz PC, National Executive Elite
Posts: 2,901
All paid business class on an International flight operated by AC, excluding the domestic connector portion*, services at the concierge office, Aeroplan/*A redemption, eUpgrade and LMU. The latter are exclusively available to SE only.
*If you fly YYZ-YVR-PEK, you will not be eligible for concierge service at YYZ, including access to the concierge office at the priority check-in counter. Supposedly you should receive full concierge service at YVR and PEK and vice versa.
*If you fly YYZ-YVR-PEK, you will not be eligible for concierge service at YYZ, including access to the concierge office at the priority check-in counter. Supposedly you should receive full concierge service at YVR and PEK and vice versa.