Concierge
 

Just wanted to pay a note of thanks to David, the concierge in London. I was travelling last week to Vancouver on the 8:40AM flight and was connecting from Dusseldorf. The Dusseldorf flight was supposed to land at 7:20 in terminal 1, giving me 1:20 to connect (marginal at LHR). However, my flight was delayed by an hour. Landed at 8:20, ran to flight connection (other end of the building), skipped the queue at security and as I was running down to the bus I called out to the AC desk that I was trying to catch the YVR flight in terminal 3. I caught the bus, got to terminal 3 at 8:35. David was waiting for me, took me backwards through security into the terminal onto a car and to the gate. Stepped on the plane at 8:39 and we pulled back at 8:42. Big, big, thanks to David and all of the AC concierge who have been a big help to me this year. I think a 15 minute connection at Heathrow with a terminal change must be some kind of record!

http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif

Wow, I've cut some fligths close, but never through LHR. You Win http://www.flyertalk.com/forum/biggrin.gif

All I can say is, typical. Concierges are the best! Bravo.

Heh... I have to post a thank you as well... The concierge's at YYZ have been great to me of late... I've had a couple incidents...

1. I'd asked to be met at the plane so I could get fasttracked from Canadian customs and back through US customs. The plane arrived early and there was no concierge but no line. I ended up on my plane without a problem but the concierge had come onto the plane to make sure everything was okay... I'm sorry but I forget her name...

2. Same weekend, flying back the other way... The concierge met the plane and we once again zipped through Canadian and US customs. I was heading back to LAX from EWR and in the process of all the flight delays and such, I was unsure what was happening to my flight. She had rebooked me on a flight that was delayed due to the ground hold (fires around control centre) and it pushed off an hour late... Turns out the winds were favourable and I got to LAX more than an hour before my original flight would have gotten me there...

3. Stupid FF stunt save... In the same process of going crazy with the flights to LAX and having to be at a client site first thing the next morning, I left a small carry-on bag in YYZ... I called the concierge and was connected to Anne... Anne managed to find my bag and had it sent to my wife back in Ottawa... big thanks there as I had my MP3 charger and a few other things that would have cost me a fortune to replace...

THANKS ALL!

B

PS. I still can't believe I left a carry on behind... What was I thinking? Man...

How many AC's flight points do they have concierge in place? I saw a few in Ottawa the other day. They seemed very professional. One guy looked like he could have been a secret agent.

Question to other SEs:

Having just reached SE for the first time, I have heard of these mystical concierges, but don't really know what they do http://www.flyertalk.com/forum/biggrin.gif

Getting through YYZ customs sooner would be a marvellous start for many reasons. Can someone fill me in?

Simon

This week's Maclean’s news magazine has a full-page advertisement of Air Canada’s concierge service. A picture a YYZ concierge. Forgot his name.

[This message has been edited by Prestige (edited 10-30-2003).]

I think Anne is one of the best at YYZ!

When there are delays or cancellations they can really help you out of a potnetially sticky situation (but as a SE, you're usually at the top of the queue for any flight changes anyhow). Most of the time I have asked them to secure me seats on partner airlines, like an exit row in Thai Y class in LHR when I was connectng (AC acts as agent for TG there). Yumiko in NRT also helped me with a tight connection between an AC and NH flight last month, meeting me at the gate and escorting me to connections and even taking me to the Signet lounge (which I could use as the AC flight arrived early).

I understand that they can arrange hotels or limo service or other things, but I have only really used their services for flight delays, cancellations, and connections.

They are also very nice people to have a chat with when you are checking in or in the lounge, especially at LHR.

Concierges are the best thing in the AC system. Always look forward to meeting up with them when I travel. They are not only helpful when you travel, they are always great people to have as friends! I agree with the above posters that the ones at YYZ are wonderful!

YYC, YEG, YHZ, YUL, YOW, YYZ, YVR, YWG, PEK, FRA, HKG, LHR, NRT, KIX, CDG, EZE, PVG, SYD, ORD, HNL, LAX, LGA

YYZ has the most number of concierges.

I wholehearted agree. Conceirges are terrific and many have saved me tight connections or done magic over the years.

Regretably many are now gone and the truth is you do not see much of them. The secret is to call them in advance when you need something! SEs get a private phone listing so use it.

Which Anne? I learned this the hard way as another Anne (or Ann) answered the phone at the coordination centre this morning...

I was dealing with Anne Rosen.. I sent her a gift basket along with my thanks...

B

Getting the concierge to escort you thru YYZ customs would not be appropriate use of their services.

I too believe that the concierge service is one of the best reasons/perks for getting SE status. I have used their services sparingly over the last 5 years or so but find them to be incredibly helpful when you need a hand.

Some examples ....
1. Rushing to Person for flight to TLV and left paper ticket at home ... was about to go into panic mode. Conceirge was great in sorting it all out.

2. Meeting Mrs. V and baby V's in YUL - them on flight from YYZ, me on flight from YVR. Asked concierge to greet them of the flight and take them to MLL until i got there a few hours later. Done with pleasure.

3. Flight from GRU-YYZ - ran into mechanical troubles and had to return to GRU after 3 hours - arrived back in GRU 3 AM. They must have called back the concierge as she was there to meet the SE's on the flight (2 of us) and escort us to prearranged taxi to take us to hotel. She took care of all vouchers, arrangements - everything.

As i have said onmany occasions - the concierges are one of the best things of AC SE program.

I would agree with that.. I use them to fasttrack when I have close connections only...

B

I second the motion on David. When there was a system glitch on checkin at LHR a few weeks ago, the gate agent said 'I know, wait here and I'll get David'. A few minutes later David appeared and solved the glitch in the moment (even though I'm only Elite).

NV

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 http://www.flyertalk.com/forum/wink.gif ). 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 http://www.flyertalk.com/forum/smile.gif

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 http://www.flyertalk.com/forum/wink.gif

Welcome to FT yycguy2, we look forward to hearing some of your experiences http://www.flyertalk.com/forum/smile.gif

Thanks. Glad to be here. http://www.flyertalk.com/forum/smile.gif

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. http://www.flyertalk.com/forum/frown.gif

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. http://www.flyertalk.com/forum/smile.gif

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.

I've been SE since it was first introduced with the exception of the period from March 1 this year to today (I just reached 100k status miles again yesterday). But even as Elite, the concierges have still been there for me.

That's because they understand the "relationship" factor and a long standing SE who may have fallen this year still has contributed in the past.

For the record I do find concierge helping many types of people every day regardless of high or no status http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif http://www.flyertalk.com/forum/thumbsup.gif

Like helping out and opening the MLL in YEG the other day. She was gone a half hour later when one of the regular agents showed up.

Hmmm...that's nice to hear but where was the concierge or any other AC employee to open the YVR Transborder MLL while I (and 10 others) were waiting at 6 am for someone to show up. BTW, the AC website still says the lounge opens at 5:30 am but the door says 6 am and the staff member arrived non-chalantly and without apology at 6:15 am. No that's customer service. The UA FF's were not impressed and neither way I.

PW, I've yet to see anything positive from you about anything on AC yet you continue to fly them. What gives?

I must take a moment and point out the two very wonderful and loyal concierges at YEG--Kim and Debbie. Always meet SE's,at least me anyway, for every flt going and coming,always pleasant and always asking if they can do more for you.
They have given me their cell numbers, which I have used, to call them if urgent assistence is needed.

Concierges can do anything within reason. This is still one of the greatest benefits of SE. They keep track of the passengers and seem to pop up whenever they are needed. I hope this service continues.

Heh... Anne R. from YYZ met me on the plane Saturday AM to Ottawa as I was flying home... She thanked me for the basket and also mentioned my notes here on Flyertalk....

They appear to be listening and appreciate our feedback!

B

They definitely do read Flyertalk and really appreciate the comments. I've had a few concierges come on the plane and addressed me by 'Empress'. http://www.flyertalk.com/forum/biggrin.gif http://www.flyertalk.com/forum/biggrin.gif

Were they surprised you didn't have a skirt on? http://www.flyertalk.com/forum/biggrin.gif http://www.flyertalk.com/forum/biggrin.gif