Newbie to the group but not a stranger to traveling.....My $.02 on the concierges:

ORD has three fantastic concierges: Angela, Janice and Paul. In YYC I have dealt mostly with Cynthia (she works the days I typically fly). From dealing with all four, one would never suspect the airline was in any trouble. They seem to put the current situation aside and act like everything is coming up roses.

I merely mention that a member of my family is going someplace and they go out of their way to make sure my family member has a comfortable seat, checks them in so they don't have to stand in line and spends a few minute chatting with them

In speaking with all of them the concierge role is not their full time role anymore. They are also expected to work the check-ins, be the MLL gatekeepers and other odd jobs that keep them scarce. As a result the comment about phoning ahead is right on the money.

Yet, #2 is an appropriate use of them? What was the reason for a "meet and greet"?
NA airlines are some of the worst in the business, financially unstable and their maladministration have led people to praise these "concierge" for doing trivial feats.

I have been getting to know more of them across the network and they are a God Send in my mind.

I have met Anne in YYZ only 1 time and she really was wonderful (as I am sure the other Ann is ). We didn't have a lot of time together but she was really great to speak with on the way to the gate.

I don't know how they pick the concierge but they did a really good job with every single one I have met.

This really is one of the best perks going for any FF (or hotel) program out there. As Empress has said, they are not only great employees, they are great people who I am very fortunate to be able to know personally in some airports as well

Each SuperElite brings in a certain amount of revenue to Air Canada per year. In the above case, the Super Elite is flying in on a later flight, the wife and kid might be flying only few times a year (unfamiliar with where MLLs are, unfamiliar with the airports and so on), it's not too much to ask for concierge assistance to 'meet and greet'. They are also happy to help out whenever possible. As many will agree, the AC concierges will not only help out SEs, they will help out all AC passengers if necessary.

Concierges are indeed doing a good job. Facts said it all (all the posters above agree on it).

Where are my manners

Welcome to FT yycguy2, we look forward to hearing some of your experiences

Thanks. Glad to be here.

I already wrote to Mr. Milton and others at AC about these fine folks but thought they deserved a mention here as well.

Actually - I think most appropriate under the circumstances which were quite accurately interpreted by Empress.

I certainly don't consider it a trivial feat. I travel weekly, spend between $45k-$60k a year on AC so am certainly doing my bit to support the financial viability of the airline. I am loyal to Air Canada and I guess they recognize that and want to do what they can to retain that business. My wife and kids don't travel that frequently and anything that I and the airline can do to make it as comfortable for them as possible seems to make sense to me. It certainly did not 'cost' them that much - it was actually a very simple and easy thing for them to do. But, it meant a lot to me and my family. Done graciously, with class.

It's small things like this - minimal cost, personal touch, courtesy, respect and grace - that keep my business. While all other 'service' aspects of the Air Canada is rather inconsistent - hit or miss really - I know that I can rely unconditionally on the A+ service provided by the concierges. They are able to throw away the 'policy', rules, regulations etc. and think outside the box.

More power to them and those SE's who use their services sparingly, appropriately and with respect.

I think that using the Concierge that way is okay.. Especially since your family wouldn't have been able to get in the lounge on their own without you there to escort them...

I've called the YOW concierge on a couple occasions where my wife got caught in really long line ups and paged me for help... She is hearing impaired and although they were calling people out of the line, she had no idea what was going on... She's been in jeopardy of missing flights because of that... (even if she was 90 minutes early for a domestic flight)

B

I am glad to hear that there are still many AC employees who do go above and beyond, I just wish that as an Elite member I could get one or two of the above-mentioned small things on one of my weekly trips.

BTW, I should mention that my flight YVR-YYC was wonderful. I won't post anything further on FT about it to avoid causing trouble, but the lead agent and gate agent and I had a little chat together and it was heartwarming to know that some AC employees sympathize with the concerns of the FFs who are perplexed by many of the recent changes to policy and/or common sense. This was one flight that was memorable (for the right reasons) which differs from the majority of my AC flights this year.

It's all been said, but I'll add my voice to the chorus just on the off chance some AC management types might be lurking.

Services performed by the concierges might seem "small" to some but, for me, these people might very well be one of the reasons I keep buying AC tickets when other carriers (AA, for example) offer more convenient schedules and better inflight service/comfort. The concierges are wonderful. They make me feel like a VIP, and that truly is worth something.

Individuals can really make a difference. Another noteworthy individual is the hostess (actually, the entire staff) at the LHR arrivals lounge. And, of course, everyone at MIA.

My partner was flying YYZ-LHR in Y and I was flying YYC-LHR in J, arriving 2 hours later so I contacted the Concierge at LHR asking if she could wait in the Arrivals Lounge until I arrived from YYC. No problems - the Concierge met her at the gate and escorted her to the arrivals lounge and then met me and said she was waiting for me. It was very nice.

The Anne in YYZ I met was Anne C. although I have heard she is now maried and changed the last name.

I'm a bit confused. Your handle indicates that you are Elite (same as me) so I gotta ask, when have you ever experienced the joys of an AC concierge? Just curious.

The concierge service is also available if you are flying Executive First.

He was a SE prior to the current benefit year. If I am not mistaken, he will be on his way to SE again.

My flight from AKL-LAX was delayed last week, and Steve McCormac met us, and he corrected the flights that NZ has incorrectly rebooked for us. I am new at using the services of the Concierge's, but so far they have been amazing!
Anne in YYZ was a great help on the flight two weeks ago.