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Well, it's me. And it continues to be degraded.
Today, transiting US to YVR to YYZ. Several calls required through the few hours as flights are cancelled. The latest? 18 minutes for an answer to the call. I wanted to get in touch with YVR Concierge to help me with a tight connection. She said she would contact them. I instated I would stay on the line until she did, and confirmed what they were saying. Back when this was a useful service, you could could YVR Concierge; they might even know you; they might even call back. They knew what they were doing. They should just outsource the service to Asia and put us out of the misery of having expectations that it is a useful service. Rant over. |
I’ve made a couple of dozen attempts to contact a concierge this year for same-day travel issues, and have not been able to speak with anyone. It seems the callback option has been removed. While the SE line can be helpful in some circumstances, it’s not an adequate replacement. The days where a concierge would call to let me know about delays and possible reroutes also seem to be gone. I’m of course suspicious that Air Canada plans to further degrade and eventually do away with the concierge group. |
Originally Posted by ylwae
(Post 30897807)
The days where a concierge would call to let me know about delays and possible reroutes also seem to be gone. I’m of course suspicious that Air Canada plans to further degrade and eventually do away with the concierge group. |
Originally Posted by ylwae
(Post 30897807)
The days where a concierge would call to let me know about delays and possible reroutes also seem to be gone. Last time I connected at FRA and my incoming LH flight was a bit delayed a concierge e-mailed me to make sure I knew how to quickly navigate through using the tunnel. |
Originally Posted by canadiancow
(Post 30897816)
That seems quite unfounded, given how much they've invested in expanding it over the past few years.
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Originally Posted by Stranger
(Post 30897853)
Last time I connected at FRA and my incoming LH flight was a bit delayed a concierge e-mailed me to make sure I knew how to quickly navigate through using the tunnel. |
Originally Posted by ylwae
(Post 30897807)
While the SE line can be helpful in some circumstances, it’s not an adequate replacement. |
Originally Posted by ylwae
(Post 30897942)
And what’s the value in this apparent expansion if you can’t reach anyone or leave a callback number? |
Originally Posted by InTheAirGuy
(Post 30898470)
It looks good on someone's performance report and they get a bonus for achieving a metric?
There is no numerical performance indicator that cannot be manipulated. Usually leading to unintended consequences. Just ask Boeing. :) |
Encounters with a couple of concierges this year left me uninspired (and I'm being gracious here). On at least one occasion, I was happy to leave the YYZ black cube and go to the agent in the priority line.
I will just say that not all of them should be customer-facing. Failing to follow-up and being clueless or rude, are not skills I admire. |
Originally Posted by 24left
(Post 31646821)
Encounters with a couple of concierges this year left me uninspired (and I'm being gracious here). On at least one occasion, I was happy to leave the YYZ black cube and go to the agent in the priority line.
I will just say that not all of them should be customer-facing. Failing to follow-up and being clueless or rude, are not skills I admire. |
Originally Posted by lallied
(Post 31647506)
It does seem a bit off lately. Have had one or two instances where I asked for assistance with very late inbounds and a tight connection, and even after speaking to someone, no one meets, contacts or even emails. I was on a latitude with eUP those two times, so maybe you only really have access with paid J. But even in paid J never see them (and I don’t originate at YYZ so no easy access to the black box but on the odd time have gone in with cancelled flights didn’t seem to really know how to fix, or of did, did in a way that was seemingly wrong)
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Originally Posted by EdmFlyBoi
(Post 31648021)
Unless you are SE or paid J, I’d be surprised if you get much attention.
You might have missed this 3MM post from [MENTION=575791]lallied[/MENTION] To which I would add, there are more than just two or three of us who have been on the receiving end of poor or incompetent or aggressive or rude etc attitudes and behaviour from some at YYZ, as documented in this thread and others. It is really quite baffling. https://cimg0.ibsrv.net/gimg/www.fly...8cf66cefe2.png |
I find the whole program bizarre. I get escorts on tight connections when I don't ask for it and don't even want it (they slow me down), and then there are people who want (or I hope "need") it, and don't get it.
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From the outside looking in, this all seems a bit absurd. I've never been SE so I have never officially had access to concierges and when I have travelled in paid international J, they made sure to stay away from me. That being said, it rather amazing that AC doesn’t realize that their concierge team faces their highest revenue generating customers. Any other business (including mine) would only put their A team in front of their best customers.
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