I had the opposite situation about 4 years ago. My fight from LGW was about 40 minutes late. One greeted me upon arrival in IAH and a few other Businessfirst passengers. Customs was packed to the gills and I had a tight connection. She whisked us all to the employee line and I was out of customs within 15 minutes (no checked luggage). 2 weeks later I received a thank you card from a concierge once as well. Most of the time they usually just greet you and offer a shower in the arrival city. But its those moments I really appreciate. They must have data on all BF passengers and only offer this benefit if the passenger's connections are tight or the flight is late. I do believe they care.

Let me reiterate a scandalous proposition that has been brought up in this thread before:

In today's climate of high operational costs I say ditch the concierges.

I don't need (or want) someone to shake my hand. I don't need (or want) to be told someone will greet me upon arrival to resolve an in flight issue and have them never show up. I don't need (or want) to see a CO employee stand in the jetway of a plane and do nothing other than sheepishly peer into the cabin (who knows what they were doing).

I fail to see any value what-so-ever in the concierges that couldn't be accomplished by an empowered GA. Simply have a FA ask about showers when they do the pre-flight bevs.

I like CO. I like the BF product. I think the staff, overall, are phenomenal. But I fail to see the value in the concierges. I'd rather see cuts here than anywhere else in the service.

[/pot stirring]

I disagree 100%. Good premium longhaul airlines have concierges (or similar) to cut through the red tape and make things happen for an airline's very best customers.

... right. But if the only function they seem to offer is to sporadically ask for showers, is it necessary?

And if they fail to meet the expectations of the "best customers" are they doing more harm to the brand than good, not to mention not justifying their costs? I think yes.

I have flown CO in BF many many times and have found that I am usually greeted by the Concierge after boarding. I do appreciate their welcome and information they provide, but am less then satisfied with the results. For example, I am usually asked if I'd would like a shower / facility upon arrival and when I answer in the afirmative, I notice that they do write it down. Yet I have NEVER seen a concierge at my arrival, nor anyone who seems to be able to help me find the Arrivals Lounge/Showers etc (in cases where I do not already know where they are). Upon leaving the aircraft door, I will see a number of airport employees, all of which look at me blankly when I ask them about it. This may be my fault, in that I am usually one of the first to deplane, so perhaps the arrival concierge doesn't show up until midway through the deplaning procedures????

I would have to agree and most likely 80-90% of BF passengers would not know they were gone.

My belief is that the concierge exists more for CO's benefit in terms of dealing with overbookings/seat changes/late connecting pax/UG's when coach is overbooked/etc. In today's financial climate, I think CO would have ditched the concierge a long time ago if they didn't see a business value.

That's not the only function the BF Concierges handle, by any means. In fact, much of what they do is rather "behind the scenes", with a goal of preventing "public" messes at check-in or the gate in the first place.

Your belief is basically correct.

CO's FlyerTalkers generally have far fewer complaints about major last-minute premium longhaul travel screwups than FTers of other airlines precisely because there is a team of dedidcated staff who do a good job at sorting out various problems before they become a disruption or major hassle.

As someone who has traveled in longhaul J and F on multiple airlines, I've seen firsthand the difference a Concierge (or similar) makes in creating a smooth and pleasant travel experience, especially when less-than-ideal circumstances arise, even when I do not interact with the Concierge directly.

I don't post often but this is something that I feel strongly about. The BF concierges have kicked it into high gear for me and/or Mrs. Radaron on several occasions in the recent past. I guess it really boils down to how often you do the international thing on complex itineraries. While some people are trying to arrange for showers when they land after their grueling flight from EWR-CDG, the concierge may be also working on arranging assistance for a PAX with a tight connection in NRT on a EWR-NRT-SIN itinerary (that's a little farther than FRA). I've had to deal with a last minute emergency and had my bags pulled at EWR on a EWR-PEK-HKG-SGN trip and the concierges were absolutely spectacular...even offering me ground transportation and it didn't end there, the follow-up on re-accommodation etc was beyond the call of duty.

Their on-board greetings mean a lot to this PAX as I know first hand that these guys can move mountains if I'm in a pinch and need some real help. It's not that your shower is not important but more times than not it may not be at the top of their challenges for the day. If the concierges seem disinterested in my urgent need for a Milan train schedule I'm sure it's for a good reason.

If I wanted my suit pressed after the 6 hour EWR-LHR hop there are other airlines that place that way up on their priority list but lack dearly elsewhere.

Good post. ^

DITTO here. Just flew into FCO the other day. No concierge to be seen upon arrival and we were 45 minutes late and I had a tight train connection, but wanted to still take a shower. I just went straight to the Hilton, they had no fax that day from CO with the list of shower requests, they spent 15 minutes trying to reach someone at CO by phone, and then apparently CO had no record of my request for a shower (yes, I DID request it before departure at EWR). It got sorted out eventually, but this was precious time wasted. Particularly since there was no hot water in the hotel room and not really enough time to do anything about it...

I had similar issues in ATH last year, we found the concierge on arrival, but it was a huge rigormoral (sp?) to get the vouchers or have him call over the hotel (I don't remember exactly how it worked).

The concierge service has been an issue with me for years. Continental should either fix the program or end it. It's not working.

They used to be the object of flirting and the whispering of sweet nothings into each others ears, in order to get that last transatlantic upgrade. Despite people saying that upgrades are not available, I witnesses 3 of them on a EWR-CDG earlier this year

I didn't even know what the Concierge Service was until I needed one in GRU on a GIG-GRU-IAH flight.
I was ill with a severe Upper Respiratory Infection, while we were delayed several hours for repairs to the air conditioning for one of the engines! For the record, this occured in the last 4 years!
Thought it essential to stay overnight and REST spending the next day in bed, where I would have access to the good chicken soup (galina) until the next flight. I asked the Concierge if it were possible seatwise the next day, and GRU Airport Marriott wise. She assured me, she would take care of everything. Much to my surprise and relief, EVERTHING was arranged. Assisted off the plane and taken to meet the Hotel shuttle. Even had time for couple of bowls of 'galina' that night, and spent the next 20 hours in bed and no more time deteriorating healthwise on the continued flight. So the one time I needed knowledgeable help, I got more then I would have ever expected, anywhere! ^ I will be a FAN forever, even if I never need help again and merely greeted on the next flight to/from GIG!
Showering is hardly a major crisis compared to getting sick as I was, but enjoy a shower after a long flight, as well!