RangerNS

Actually, not the concierge, but a CSR doubling as a midnight MLL dragon and pretending to concierge was quite helpful and unusually competent Thursday night in YOW,, dealing with the cancellation of AC 8636, with taxi and hotel chits, etc.

Strangely, and really why I'm mentioning it at all, is that his announcements indicated that 50k, 75k as well as SEs were entitled to the overnight package. Was this unusually generous? Or standard, if an undocumented, benefit?

canadiancow

I get a hotel every time I'm stuck somewhere while in transit, and that's true dating back to my E35K days.

I've never had a cancellation at my origin, so I can't comment on whether I'd get one there.

I think they're more likely to give a hotel to a connecting passenger with no status than an originating SE, but your announcement makes me question that.

RatherBeInYOW

I almost always find the YOW MLL agents quite helpful - not quite the concierge but usually willing to go the extra mile and then some. Certainly considerably more than those in YYZ domestic, who I go out of my way to avoid when I have an issue.

24left

We spend the money AC asks of us and we earn the benefit of access to a concierge. I don't need them to hold my hand. But I appreciate the concierges who understand how much we fly, that it is often the small things that can cause the big problems. I always thank those concierges who seem to have a gift of solving a problem before it happens, and those concierges who help solve a problem after it happens. Also important, IMHO, is that they are left with trying to fix things that others at AC break.

For these magical concierges, I am grateful.

YYT82

The YYC/YEG/YVR concierge agents have treated me quite well since I became a SE. The YYZ concierge used to be good, but since the senior ones left, and the minimum wage ones came in, I no longer have the expectation that they'd help. No expectation, no disappointment.

The YYT/YHZ concierge agents are very helpful in my experience. The foreign station concierges are also very helpful. Over the years, I have had great services from Sandra, Barbara, Nik, Lydia, Joanne, Daisy, Joanna, Lindsey, Lisa, and a concierge agent at IST when AC still served that route.

YVRtoYYZ

Thanks to the YVR Concierge group who proactively took me off of Rouge J and put me on a B787 J instead. Departure time was the same so no hindrance to my schedule.

AskTravis

Great concierge service out of YYZ last night and today:

Away for 10 days of vacation, AC managed to not load one of our big priority tagged suitcases on the direct MCO-YYZ Sunday afternoon. [Side note, but my other priority bag took 64 minutes to come off the luggage belt from the time we deplaned... YYZ is still the worst]. Unfortunately I was flying this morning at 8:20am, and the bag left behind had all my travel essentials in it that I needed for my trip.

After I filled out the lost luggage forms, I called the Concierge in the car on the way home, and they were on it - they gave me regular updates until around 11pm when the bag was located. YYZ had it marked as loaded on the flight, but they were able to confirm it was indeed still in MCO and got it on the next flight last night.

Because it was going to be around 2am by the time the got it from the later flight and through customs, they told me they would get it to the concierge office so I could grab what I needed and then they would limo it to my house for me. Sure enough, I had a call at 6:30 this am that the bag was there and the morning concierges were all over the plan. I was in and out in 5 minutes to get what I needed, and the bag arrived at my house later in the morning.

Great communication and very helpful service to avoid me needing to buy a bunch of stuff on arrival today.

marchelli

Big thanks to the YUL concierge, unfortunately I forgot to get his name. He was escorting someone else and just so happened to be at security when someone inadvertently took my laptop from the security bins instead of theirs (the security agents were being super "proactive" and the bin that had my laptop in it ended being about 10 bins in front of the rest of my stuff, plus a delay waiting for the passenger in front of me to be patted down before I could go through the metal detector). The line security agents told me just to wait and in summary told me that it would sort itself out. Concierge went immediately and found the main supervisor who tackled the problem right away. Even though the concierge was tied up with another customer, he followed up with me at the gate to make sure everything had gotten worked out.

WoodlandCreature

Many thanks to the YVR concierges who arranged for the return of my partner's cardigan, left accidentally in the YVR INT MLL, on our return pass through YVR.

codfather

Not sure if she was a concierge or not, but Cheryl in YHZ went above and beyond in trying to get me on AC8898 after IRROPS yesterday (November 29th).

Agents in Gander completely messed up my booking because they did not call the help desk to properly confirm everything. They said the new system was causing "serious problems"... (I know). I hopped on a flight to YHZ (15 minutes before it departed) because it was only letting them confirm me on that, but not on the flight from YHZ-YYR (I have no idea why). They couldn't even check my bag to YYR, so I think it is sitting in YHZ, but I have been in contact with baggage services so that is being sorted.

Anywho, I got to Halifax and went to the CS desk where a very competent agent, Cheryl, was able to sort everything out with the help desk on the phone. She was visibly angry with how messed up my booking was from what the agents in YQX did (as was I obviously). She managed to get me on the SBY list for the oversold YHZ-YYR flight, and thanks to P25K, I was able to jump the list and get a confirmed BP for the flight after a no-show.

As I said above, I am not totally certain if she was or wasn't a concierge. Do we have a thread for thanking general AC employees that go above and beyond?

ecc

Yup, we do - The "Thanks CSR" Thread

Maybe tcook052 can move the post there?

codfather

I had a look around, but I couldn't find any thread like this so thanks for sharing the link ecc!

If tcook052 could move my post, that would be fantastic!

canadiancow

I emailed HKG around T-2.

We were in 4DG, it was J2, and every seat showed occupied. I remembered 1DG being empty before we were upgraded, so I asked if it was still open.

No reply.

We got to the gate 6 minutes after scheduled boarding time, when they called zone 3.

I asked for a concierge, asked if row 1 was open, she offered 1DG, we accepted. I assume non-revs had cleared and were moved.

Now for the really good non-concierge story.

We sit down in 1DG, and I mention "oh I bet they're taking meal orders from the old PIL". I wasn't worried as SE in 1D, but UA*G in 1G was a little concerned.

I stood up, and the SD said "Yes Mr. Kennedy?"

"Uh, err, I just wanted to say we changed seats at the last minute"

"Oh yes I noticed", pointing at her tablet.

Needless to say, while I was a little upset my email went unanswered, everything worked out, and their new tech allowed them to respect meal priority.

Stranger

Good experience with the LHR team two days ago. When we needed to be rebooked subsequent to an unpleasant experience where TP cancelled my wife's SAUA upgrade (but not mine) when boarding. Which I described in detail in the TP subforum:

Unpleasant TP experience or when confirmed means nothing

As it happened, at that point I was already in touch with an LHR concierge, having received an e-mail informing that the armrest was not working on my assigned seat and offering to switch me to another one. At which point I mentioned that the LIS-LHR flight was delayed and that we risked missing our connection. Next, when we refused the TP downgrade, I got another e-mail from LHR telling me that they had noticed that TP had offloaded me.

At which point I requested that if possible they rebook me on the next day noon flight (a 788, with small J cabin so we were not sure), the 9 am being a bit too early for a good night sleep. Which they promptly did. I did not ask for seat assignments, and somehow seat maps were unavailable on aircanada.com and on the app, and neither was I able to check, but it turns out they actually dealt with that too. Keeping us posted by e-mail through the process.

Next day, in the lounge we had a bit of a conversation and they had nothing good to say about how TP handled the issue. I did not quite understand but apparently TP had rebooked me, but my wife, on a separate file because our itineraries differred slightly on flights out of YYZ, they had only waitlisted for some reason.

Anyway, this was an occasion in which the concierge service tuned out to be very useful, promptly and efficiently resolving the issue and lowering the stress level. We are very grateful to the LHR team, but very unimpressed with TP. But I suppose we can claim EU flight delay compensation with them.

Commie

Kinda got a surprise flight intervention from AC concierge on my flight home today.

i was suppose to fly on AC 4 from NRT to YVR then connect to Toronto on AAC 118.
with the weather in Vancouver over night, the Inbound AC 3 was delayed 3 hours, and my flight was delayed till 7:50pm from 6:30pm.

so I knew it’ll be a fun day of flying. I was traveling from ITM Osaka to NRT on ANA, then onward with AC.
when I deplaned are NRT, I was met by the AC concierge, and she mentioned the weather delay if the inbound flight, and they are having maintenance issues with the plane upon landing, and might risk further delays.
she gave me an option of going to Haneda airport and taking the direct flight to Toronto. AC would pay for the shuttle bus to get us to HND.

so now I am on the airport limo bus to HND with 1 hour till boarding. Let’s see if I made the right decision.

i was surprised the AC concierge was monitoring the flight and offered alternatives. I was in a reward J seat if that mattered and a SEMM.