Today the concierges in YYC and YYZ came through big time. AC122 went mechanical and as usual I had the tight "legal" connection to catch over in T2 in YYZ. I tracked down Lawson in the YYC MLL and even before I could finish my first sentence he showed me a printout of my options!!!! ^ He was already working my options before I got in the lounge. He coordinated with the concierges in YYZ and I was paged when they opened the doors in YYZ. Catherine in YYZ had a print out of three different options and she took me to a terminal to re-check all three. Good thing she did as my preferred option was delayed waiting for an equipment swap due to yet another plane going mechanical. She phoned operations for me and the answer she got left her feeling that I would end up in YYZ overnight if I went with Plan A. She got me on the next most desirable option and I got here today as I really could not miss some meetings first thing Tuesday morning. ^

Thanks to Lawson and Catherine. Great job!

Also take this as a lesson, don't fly with me if you want to avoid planes going mechanical. :D And go ahead and laugh Cattle, Mr. I get to stay home this week, I see there is snow in the forecast for YYC on Wednesday. :p :D

yycguy2, perfect example of how concierges can dedicate their time to helping S/Es sort out their problems before it gets out of hand. A regular CSSA simply don't have the time to assist each customer on a case by case basis and definitely don't have the time to call STOC to discover that your preferred option won't work because of an eqp switch. (So you most likely would have stuck in YYZ) Glad to hear that everything worked out!

I've not had to use the Concierge service very much, but I've had the same experience as yycguy2. It's a wonderful feeling to go into the MLL looking for a Concierge after a mechanical and find that they're already working on options for you.

Like everything on AC these days its "hit and miss"
AC has let way to much staff go nobody is left to help the customer.
On Sunday after 1 hr waiting in customs line {not AC fault}No I didnt call the conceirge... I was at the ariport way to early....
My flight oh KH it was a 767 domestic... :eek: the flight was FULL in Y so I was hoping for an upgrade NOT the conceirge was asked. The flight was 1/4 full in J not an empty seat in Y.
Yup now the plane.... BROKE %$^#(*@($&..... we sat at the gate for extra 1 1/2 hrs I phone the concierge to ask she protect me on the next flight or at least get me into the J seat :) as we were now on a 5 hr flight!!!!!
Oh well I guess my dream of moving up to a J seat was just that.
Oh will we be getting a letter or points for AC... NO

Just to let you know if it was UA you would be getting at least $75 cert and as a 1K they "moved you UP front" space permitting... and they dont need concierges to do this they hire enough employess to take care of the customer and give them enough leaway to do something!

Yeah but it's 18C right now and it's not Wednesday yet and I'm still home watering my lawn :D

Great to hear how Lawson was on top of things but no surprise really ^ Glad that Catherine was also able to help out in YYZ. Best part is that you made it to work in time for your meeting.

Hope you have an uneventful trip home :)

Just be glad that KH wasn't on that flight, otherwise you'll even pay to get moved to the next flight as you don't want to hearing whining about the Flagship Disgraceful 762 for the whole flight as evident here from the other thread.

Yikes Ken were you on my flight???? :D the guy beside me was ready to kill AC.

Definitely not, if he flew in Y on a 762, there will be fighter jets escorting your flight.

Ken you were on my flight :D
The airshow was on so the American fighter Jets we leaving smoke trails in the sky!
6 F16 I think painted blue flew by and it was increadable!

Aghhh..

Just when I thought it was safe to go back in the water (Air).

LHR-YVR direct flight and AC managed to loose a bag.!...Okay but I was leaving the very next morning for Asia...so You would think that the concierge would or could help..

I am sorry but they were total crap, had no idea what to do and gave me all the wrong info...Eventually sorted it out myself over the phone...I learn't something for myself NOT from the concierge..

(a) That SE have a dedicated baggage number !.
(b) That an SE can spend $300 US on emergency stuff without the 24hr wait.
(c) That Max in YVR needs to quit or get fired, she gives the whole concierge team a bad name, she is rude, unhelpful and I never what her to touch my file again...

How LOOSE was the bag :D Did everything fall out?

Speaking of concierges. I made a call from an Airphone to the concierge office at ORD, and it said they close at 2pm? Can this be right? If so, why??

I passed through ORD yesterday at 6:00 pm and Paul was there doing his thing at the check in desk. I think the concierge moves to the gate after 2:00 pm. You should be able to get a message to them if you use the SE desk or have their cell number.

B

Regarding baggage rules,

Yes there is a dedicated SE 1-800 number for baggage services.
Yes you can get $300 spend without waiting 24 hours.
....and Yes, I've had to use it 5 times in the last year...

I don't think I've bought any new clothes out of pocket for a while... (last time I used it was last Thursday or so... when they lost my bags from SEA to YVR with 1.5 hours from check-in to flight time)...

B

It's better in Europe -- E330.