Is SE Concierge Service Deteriorating?
 

A few days ago I completed a flight from BWI to YVR via YYZ. Somewhere between the CRJ A/C and customs I lost my passport. I called the concierge desk and asked if they could help me locate it, was advised that an attempt would be made and heard nothing thereafter. Upon returning to YVR I called the next day and got someone else, since the original person was not available, and who knew nothing about my loss finding nothing in the database. Later that day I called the YYZ lost passport office who advised that a passenger had found my passport on the tarmac and turned it in to a security agent. Four days later (now) I've still not heard from the concierge desk.

Recently I have found that concierge agents seem to be somewhat blasé, multi-tasking and not affording their time to SE's as they did a year ago.

Too bad - the concierge programme was one of the best perks offered SE's. :(

IIRC, I've always got a return call back within a short period of time. I don't think the service is going downhill...
How about at LHR? Those concierges kick butt!

Cam,they must have had an off day.I don't have much opportunity to use the service,but I have had 100% acceptable concierge experiences.
A few weeks ago ,one tracked me down in the RCC lounge at ORD to confirm that I was protected on UA after AC went mechanical ^ I have at least 3 very positive events that they were able to help.

The LHR,FRA,YYZ,YUL,ORD,LGA and YVR people I have met over the last 7 months make this the 2nd best feature of SE status for me after instant KK.

There have been some new additions to the concierge teams lately(or I am just meeting them).

I still believe the service to be exceptional. ^ :)

Cam,

I must agree with you despite what others say. I am only moderately impressed with the Conceirge service these days. It used to be terrific but now I (an SE) barely ever see them. When you can get them, they are terrific but the problem is getting them.

I have called the Conceirge service at some airports and sometimes I never get a call back....and I am a long time SE. I do not understand this and am greatly disappointed.

I almost NEVER see the conceirges like I used to either. There was a time when they would meet you at the door of a flight, even domestic ones but you can simply forget that, even on long haul international flights except at certain airports such as SYD or sometimes at LHR. Within Canada, forget them!

I just do not think the conceirge service is up to the standards it used to be or that we should expect it to be. This is a sad.

A Sign of What's To Come
 

You echo my own experience as of late. The concierge programme was a brilliant piece of work to elevate AC in the world of most frequent travellers and, as you say, it worked brilliantly for the first two or three years.

At this point - and unless AC is prepared to restore it to what it was conceived to be - AC should can the programme and focus on other items of great interest to SE's - mainly more SSWUG's! :cool:

[QUOTE=100,000miler]Cam,

In YYZ they are always in the office at T1 or in front of the exec class check in counter. I see them at every major flt where there are SE's flying and i know they check a list every shift to know which SE's are going and where they stand on U/G's and which SE's are arriving and who may need transfer assistence..
Long time SE has nothing to do with it. I left a mesage this AM for a concierge and got a response within ten minutes from her.


I still see them

Not so at all.


There have been some changes and new concierges added to the roster. I think they need time to adjust to their new duties of managing the lounges in YYZ and in the increasing demands of SE's who have now come to expect a certain level of service and more of us are using their sevices for check in, booking changes and Upgrades,etc.

I have also seen abuse of their services including one instance where a SE who had to wait a few minutes for the lounge to open one morning and then demanded a complimenatry upgrade, as compensation, on a full flt and would not take no for an answer while badgering three concierges for almost 30 minutes.
I have also heard other war stories from them. I also think the service will ge tbettewr in YYZ once most of the long haul int. flts start leaving from the main terminal

I agree that we don't see them as much. Gone are the days of meeting planes and introducing themselves.

However, I've found that they are quite helpful when requests are made of them. To make the request, I've usually make use of their email address in whichever location, usually to help with my family member who is travelling. In most cases their service has been excellent.

Lorna

Sorry Parnel, I do not agree at all. Perhaps if one is flying on full Y or J you get better service but for those of us using UGs, forget it, the conceirges have disappeared. I speak from experience, not a fleeting ocassional client.

Cam-- I beg o disagree and believe it or not I am with Parnel on this!! The concierge service is still great-- I ahve not had any problem getting the services and have even received great service from YYZ concierge :) Not only are they helpful to SE-- they do their best to help out their families-- ask Mrs. ac777 if you have any doubts. This is above and beyond the call of duty. :)

As big a fan as I am of the concierges, and I have sung their praises on more than one ocassion, I have to agree with CAM that it just ain't like it used to be. True there was a period where there wern't as many concierges as there was demand, but the ones who were around did their level best to get things done!!

It seems like today there are two kinds of concierges, those who have been around a while and understand the system well enough to make use of it to help, and those who wear a black uniform. I'll give Parnel his due on the point that many of the new additions need some time to settle into their new positions, but I for one have not noticed an improvement in service since they were hired. ( I'm still cringing about the concierge who didn't know that DFW and IAH while both in Texas are not close enough for a PAX to take a shuttle in order to speak to the duty manager)

My question is; are the new concierges, the hand picked ambassadors they once were, or are they tired old CUPE escapees who need a place to hide??? I think if AC is going to spend the bucks to have these folks look after their top customers, that they would do well to provide a little training on the roles and how that should jibe with the expectations of SE's. I say attending an FT Do is a must for every newly minted concierge!

DF

Stupid question here folks, but are concierges able to assist you if you are travelling on a Exec1st (Intl ) Aeroplan reward trip? As in to NRT or SYD? I thought somebody here said paid J only & Super Elite can use them.

The Concierge Service may not be what it used to be, and although I have been dissappointed with the service from time to time, it is still pretty good.

I do agree that in some locations it may be hard to locate them (they may as well eliminate the service in Sao Paulo) but in others they are all over you (like London). IN YYZ-T1 I really like the office set up, where we can drop in for help rather than call them.

Sorry chum...methinks you are out of luck!

Like all things AC, my experience is that it is highly unpredictable. I find the long time concierges - especially those in LHR to be great. On the other hand, have had only bad experiences in YVR. Several times I have made calls that were never returned. And again, several times have had assistance that goes fare beyond what I would ever expect. AC - like a box of chocolates.

CUPE represents the F/A's. CAW represents ticket agents and the concierges.
From my understanding, agents have to apply for the concierge position and the CAW is not a big fan of the program.