acysb87

AC. SE/concierge desk was extremely helpful and accommodating yesterday. . A security breach at SAN had thousands of boarded/boarding pax rescreening. I was rebooked for today and accommodated last night and tonight.
Not an AC issue IMO but agent called me back to confirm all the changes

Captain Canuck

Quick shout out to the pm concierge Niko in LGA. This week amongst the numerous flight delays, he proactively went down to the belly of the beast to find and re-tag my checked bag onto an earlier flight. He then proceeded to find me in the lounge to hand me my new boarding pass. I had no idea it was happening - it was a pleasant surprise. Really does make the travel experience much better when acts like this happen.

CC

HerpaYvr

I just love my YOW-based concierge team. They are the best

I flew YOW-YYZ-EWR-VCE on my birthday. When I showed up at the concierge desk the boarding pass with Happy Birthday in big bright red ink was waiting for me. When I arrived at the MLL, another BP with Happy Birthday was waiting for me. When I arrived in EWR for my UA Polaris flight (I do fly UA to avoid a mask on my face for ten hours) the concierge was there to greet me as I got off my AC flight and escort me to my UA gate. I had to check out the Polaris lounge first though.

The concierge team makes being a SE feel great. it's the little things.. I always check in through the concierge office as you sit and visit, it's relaxing, they know who you are, no id hassle and questions etc. I love it and it works for me

Also Chris in YYC, he many times greats me when I arrive in YYC, even if I am connecting. Again these little things they do to build valuable relationships.

YVR4Ever

As I was waiting in the SE line at YVR on Monday, the concierge came up and invited me into the office to get checked-in etc. They printed my boarding pass and then escorted me to the priority line, which was hard to find with all the mess at security. They also advised I not use the Nexus line, which was moving like molasses in January (in the rest of Canada). Proactive and helpful. Well done!

markoaleks

Credit where it is due to the YYZ concierge team
left an iPad on the flight late Thursday evening landed in Toronto
They located it for me- and I completed the lost item report too on AC website
I picked it up today - lovely service and thanks to the team

NordsFan

11SEPT 2022: received excellent service and timely assistance from YUL concierge team members Julianne and the always-great Natalie Z.

WoodlandCreature

After all I had read in the "No thanks concierge" thread lately, I phoned the concierge line with trepidation, having been referred there by an agent on the SE reservations line who was completely baffled by a complex problem involving a mysteriously missing PNR for an AC codeshare flight on VA that had been booked as part of an AC itinerary.

However, my call was answered quickly by a knowledgeable concierge who didn't know the answer to the problem but who knew how to find out, and did so while I waited on hold for only a few minutes. I regret that I didn't get the concierge's name to compliment him here.

folkart

I have had some great help, information and and assistance from concierges in YYC, YVR and HKG on my last trip to BKK. Assuring connections work, baggage can be interlined on TG to AC, giving me a lounge pass where all Star Alliance lounges are closed in HKG etc. Thanks to all!

YOWgary

Thanks to Darpun @ YYZ for the assist last night, helping me move to an earlier YYZ-YOW connection even as my checked bag was working its way through Customs.

I know it's not policy, and I never expect it, but that kind of "let's see if we can get it done anyway" service is always very much appreciated.

expert7700

Big thanks to a very helpful phone concierge Sunday.. Calling during the magic 6am hour hour where Aeroplan is closed and AC suddenly CAN help was also good luck.

We made it comfortably on a later but still same day yyz-lax after foolishly believing we had no chance of making the 'on time' 8am.

Also thanks to LAX afternoon/evening concierge who makes it a habit to greet SE pax before or after every trip.
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sha8192

What exact it is that AP can help but not AC?
I think on day of travel/T-24h the ticket control has been transferred from AP to AC and AC can do whatever is necessary to fulfill the carrier duty.

expert7700

CAN help day of travel, yes. Knows or admits this..... maybe.

What can Aeroplan do that a concierge can't day of travel? Only Aeroplan can reprice trip to a way higher current same day points cost. Plus, they can tell us we need to call Air Canada to uncheck us before making a change.

Lots of....new helpers....issued concierge name tags this year. We've been told several times even this year that we had no other option than call Aeroplan for same say issues. Even with AC caused misconnects and 5hr delays. We push back and get helped after the clueless concierge calls Aeroplan for us on their speakerphone, sits on hold, etc.

That's why Sunday's experience hit things out of the park. Took a super stressful morning and made us smile saying THAT'S why we value being SE.
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sha8192

I doubt anyone with their sane mind would want this.

Stranger

Long story, helpful concierges, but some strange things, seems the system doing its best to fight the concierge. This said, admittedly what we tried to do may not have been such a great idea.
So we had booked a round trip to BOS to visit our son, using the Amex companion thing. Booked latitude, upgraded at time of reservation. To BOS through YUL with overnight at YUL, returning through YYZ (although that does not really matter).

But then we changed our plans and decided to first go to Toronto to visit our daughter. Seemed like changing that ticket would be a bit of a pain or perhaps not even doable. So I booked tickets BOS-YYZ-BOS... Z fare for myself, reward for her. With a somewhat risky but doable connection at BOS.

Arriving at YUL, I decided to talk to the concierge and see if we could go straight to YYZ instead of the somewhat risky and presumably more painful YUL-BOS-YYZ. Bad idea...

Concierge had no issue. After a bit of work, he handed us boarding passes in J to YYZ. So we went to our hotel.

Next morning, given that the flight was on a 223, we decided to check our bags. So we went to the SE agent. Who could not find our new reservation, which had been cancelled somehow. She did manage to get us back on, but at that point there was only one seat in J and my wife ended up in economy. (She refused to take the J seat which I offered her).

My best guess is, the leg to BOS had not been cancelled by the concierge, and the funny system algorithm that chases conflicting bookings ended up doing us that trick. Sounds unlikely that this was human intervention.

However the story does not end there. The day before we planned to fly to BOS, our reservation/ticket to BIOS had disappeared. Again my guess it, because we missed the first leg. This even though the two legs are priced separately. Took an hour and a half on the phone with the priority line to get these to reappear.

The last part of the story may have been my own concern more than a real issue. When they rebooked us, the original file had to be spluit. I got a new booking reference, and my wife was supposed to retain the old one. However, while I could see my file, hers did not show either on aircanada.com or on the cowtool. As I found that out, I called again, the agent identified some issue (one leg was there twice, I was told), and resent me a revised itinerary for her. Still even after that, her ticket would not show either on aircanada or the cowtool. It did show on that other site though.

Ended fine. What surprised me, I initiated check in using her name and aeroplan number, and both of us showed up even though we had different booking references. Then looking again at my file on the cowtool, I saw that it showed both references. So in that sense the system seems smart.

Still, in hindsight, we should have gone from YUL to YYZ through BOS...

folkart

Thanks to Neha in DEL for her pleasant helpful assistance.
I arrived in YUL and was sent to Customs Secondary Inspection as I had commercial goods, bags had to be retrieved to customs taking time.. Customs was very busy for only one officer but once I talked with her there was no issue and I was on my way. The connection baggage after customs was closed so I ran with bags to the concierge office. She (didn't get name, blond hair) got me to oversize baggage and security. The concierge was great, called the gate which kept door open for me after boarding, I had another 150m dash and got in my pod with flight departure on time.