I've been SE for about a year now, and this is just my personal thoughts on the "AC in Black" people.

1: For the most part, they don't make a huge initiative to declare who they are. I would love to see the concierges walk up to me and say "Mr. deefz, I'm Mr/Miss Smith, I'm an Air Canada Concierge". I would prefer to know my concierge by name, given the opportunity.

2: But the opportunity to talk to a Concierge lately is only if you're in trouble. Which leads me to believe that either they're being mismanaged, or they're just really busy.

3: Don't get me wrong, I'm glad they're there. But I will agree on a couple of previous posts..

-You don't see them when you've bought a Q fare and upgraded
-They're a *lot* nicer when you've paid full fare J
-The nicer ones treat me very well and respectfully. The ones I don't like treat me like a kid (27 years old, I like jeans. I refuse to travel dressed up.).

4: But they do make a difference. I just did AC34 SYD-HNL-YVR today, and was greeted warmly as I walked into line. "Mr. deefz?" said the concierge as I walked up the Executive checkin. I nodded yes, and she simply said with a smile "We've been expecting you! Welcome!". It was a good way to start SYD-YYZ...

5: I would like to be greeted as I get off a plane on a connection. A simple hello and "is there anything I can help you with?" would be nice.

My personal grades:

HNL: I've seen him multiple times, but he always seems too busy.
SYD: Very charming lady I dealt with. She cared, and I liked that.
YYZ: I've dealt with two in person, and both have been amazing. I've dealt with another one via proxy, and was treated very well.
HKG: Do we even have one there?
DEL: same q as hkg.

I'm not sure if it is deteriorating, but for me in the past, it seemed to really be in your face only if you were a desirable customer (i.e. full paid executive first), had a difficult connection or were asking for something. I was an SE for two years in 2001 and 2002 based on a period of extensive business travel in 2000/2001 that ended abruptly near the end of 2001.

When I was still earning in 2001 I always did simple transborder flights in NA with paid executive to a city without a concierge. For those flights I didn't seek out a concierge and I didn't have one seek me out, despite having flown every week for a year. I did use the phone service once to assist with what I thought would be a difficult connection, but in the end didn't need their assistance and did not meet them.

In 2002 my business travel ground to a halt and I switched to almost 100% leisure travel with upgrades, etc. and just enough to stay E. I don't think I had one paid Executive flight that year. However, I still travelled frequently (approx 40k) and only twice, in Los Angeles and London, do I remember being pursued and introduced by a concierge.

Perhaps I should have felt more entitlement and sought out service, but as a casual SE the service was mostly invisible to me.

I will be SE again in a week and we'll see what service I receive. I expect that my travel will be 50:50 business:leisure mostly cheap fares and a few paid Executive First flights.

The good:

This summer slept on the bench at YYZT1. Woke up in the morning, pushed my luggage cart outside to wait for my ride. I flew in the night before and this was a non-flying day for me.
I was still a little dazed as I walked by the AC checkin counter. A concierge noticed my SE luggage tags and asked if I needed assistance. She offered my the concierge office to check my e-mails, etc. I declined the offer but a very nice gesture non the less. ^

The bad:

Yesterday YUL. Concierge couldn't figure out how to get me FF# onto my boarding pass.

The ugly:

But she's not a concierge.

Concierges are available to SE's and those travelling in Exec First (implies int'l J/C/D).
http://www.aircanada.com/en/travelin...concierge.html
"If you're an Aeroplan Super Elite member - or travelling in Executive First on an International flight, a personalized and dedicated Concierge Service is now available to you in 22 airports around the world."

Not all of us need more SSWU certs. ;) (think Dash 8 :eek: )


My 1st experience with the concierge team happened early this year.My daughter was flying YOW/YYZ/BGI to meet mom and dad.I requested that the YYZ concierge service keep an eye on her and help with the transition from YYZ arrivals to infield terminal.
I received an E-mail stating my daughter was onboard YOW/YYZ(heavy snow that evening in YOW).A concierge met my daughter at YYZ and escorted her to transfer bus.At IFT,another concierge met her and escorted her to MLL. ^

Personally,I find this type of service outstanding. :-: When my girls are happy,so am I. :D
As noted earlier,this service is relatively new to me.Others have had SE status for much longer,and as such,have more time to compare.

The CAW is not a fan of anything that involves any degree of progress or humanity.

True enough and they would take us back to the dark ages if they could.

The CAW has fought AC on the concierge issue wanting them to be 'promoted" strictly through the seniority system which makes it all nonsense as the idea is to have apremium service offering. I'm not sure it has been settled yet but I will get an update shortly.

As an SE I travel alot, therefore am quite familiar with how to get around an airport. I do not require my ego to be stroked when I arrive on a flight, I have been met on a couple of occasions and it was nice to meet the concierge. The value of the concierge is when you are stuck and you need someone to solve a problem for you. I have just had such an instance and I will tell you being SE is worth its weight in Gold and the concierge program is great.

Aftof245: Agreed ^

That is exactly what the expectations should be; after all, experienced travellers just want to get in and out of airports as fast as possible and have a concierge for service when there is a problem or a need for more services.

The new concierges were picked through an interview process and not by union seniority but there are still jusristictional problems between the "Greens" and "Blacks" on such minute issues as who can do check in,etc. AC has allowed the greens to continue manning the T2 and IFT lounges until they close but T1 is now staffed by the concierges.

My source tells me the best approach would have been for AC to hire people schooled or trained in the concierge business but the CAW would absolutely not allow it. What that does, if AC sees continuing value in the sevice, is to set it up for eventual outsourcing over which the union has no control.

Stupid is what stupid does :mad:

I'm, pretty sure that pax travelling on Reward International Exec. First ARE entitled to Concierge service. They may not go out of their way to help you (as for SE's), but I believe one is entitled to it. It must be Intenational trips tho'. Son't start pestering them for YYZ-YUL rewards!

Although only Elite, I have travelled eight times in SJ on D class tickets....and on two occasions had to avail myself of the concierge service due to irops. I received excellent service even if I was on a reward ticket.

In fact last night, I was at the YWG airport and the concierge came to greet me by name. Since I am in and out of the airport on leisure and business, they know me and I must admit they have me helped in specific occasions.

Thanks! Enlightening! Useful to know. I, and I think many around here, had the impression that the services of the Concierge were available only to SE's and J passengers. No wonder they are so busy!

You are correct.I have the same sense of what a concierge is supposed to be there for.I worked my way way up the ranks from Basic to Prestige to Elite and then top tier.Iam very familiar with my way around an airport and ,like you,will use the service if required.