I share the "blah" experiences with BF concierges that many above have documented --- under normal circumstances.

It is when things go pear-shaped (irrops) that BF concierges are useful.

Yes, they do the OpUps for Platinums (although I don't believe one needs to "ingratiate" and "introduce" oneself to the concierges to help that OpUp happen; I think it's cheesy and a waste of their and my time ... they know who's a Platinum, and who's a CO * without me needing to "remind" them of this).

Yes, when there is delay on a flight and you have a connecting flight, they often go the extra mile to reaccommodate you.

I remember once on a flight EWR-FRA and with a connecting flight (on an entirely separate ticket/itinerary ) FRA-KBP, when the EWR-FRA flight was hours late in departing -- and arriving, I mentioned the potential connecting flight to the concierge. Then, before landing, the FA told me to look for the concierge on the other end waiting for me (they had radioed ahead to the capitain). Since I had misconnected my PS flight, CO had contacted PS, and actually arranged for a flight FRA-VIE-KBP on OS; flight was leaving 15 minutes later, they whisked me through to the other gate, and all was well. Certainly went above and beyond what they had to do, since it was a separate ticket. But it made me happy to be Platinum on CO.

As with many things, including Platinum and other elite status, it is "nice to have" when all is well, but it's when things are not well, that the BF concierge and the Platinum level become invaluable.

Permit me to resurrect this thread.

Flying EWR - FRA earlier this week the flight took a mechanical delay right as we finished boarding. Pilot informed us it would be "an hour to an hour and a half" in a best case scenario.

I quietly informed the FA that if we took a 90 minute delay I would miss a train connection in FRA and this would jeopardize my entire (36 hour) trip. She said she would get the concierge for me immediately (who I hadn't seen when I boarded). The concierge comes down, as promised, a few minutes later, and I tell her that I need to find an alternative way to FRA if at all possible, as I can't risk a 90+ minute delay.

She promised me she would research it and would advise.

30 minutes later she comes back and tells me I have no options but that things are "looking good" with the mechanical delay and I should just stick with this flight.

She ended up being correct, and the delay was only about 60 minutes in total which did cause me to miss my train connection (by like 2 minutes) which made me late for my meetings - but the world is still spinning.

The whole experience bothered me. I used to work for a high-end hotel and we were told "you never say no to a customer," I guess I was expecting a higher level of customer service from the "concierge".

And, just for the record, I never saw the concierge in FRA or upon arriving in EWR yesterday. Not that I needed to speak to them either time, but shouldn't they be making themselves a tad bit more accessible to customers?

The program is an absolute joke in my opinion.

It frustrates me that upon arrival after a TATL flight it is a guessing game as to who is the concierge or at least someone who can direct me to the arrival facilities.

Upon departure I have not gotten a lot of use out of the concierges, but then again I have been lucky enough not to experience irregular ops.

I'm sorry I don't get what you're complaining about.

I have said, earlier in the thread, that I don't understand the purpose of the BF concierge and have seen no value in them.

Others have said "they're great during irreg. ops."

My post was in reference to the fact that, during irreg. ops, the concierge did, what amounted to, nothing in this one experience.

By the way - quasi-off-topic, since when can they not verify docs in the lounges? I could have sworn that's how I've always done it in the past.

Thanks for your post, I agree I dont see the purpose to them as they have never made my trip any easier or more pleasnt.

Sorry you missed your train. was it an ICE up north? I fly into FRA and take the ICE up to Koln or Bonn, but anything further I think I would fly. (sorry I know it's OT)

They verify docs at the PC's but I have been to a few lounges coming home where they just looked at my BP

What did you want the concierge to do? That addage of never saying no to a customer is puzzling to say the least.

You should see all the concierges in ewr by the check in counters just standing around.

Maybe they spent 30 minutes trying to find a solution. Maybe when they told you that there wasn't any alternative, that may in fact have been true. What did you want then to do, charter a private helicopter? Plus I hate to break it to you, you weren't the only person flying that night. I would suspect that the other 200 people on the plane were equally inconvenienced too.

Holy personal attack, batman.

Thanks for posting about something you know nothing about.

Of the 18 people flying in BF, I was the only person who seemed to have a schedule conflict with the delay. I know, because the concierge did not approach any other passengers that I noticed. This is the first time I've ever made such a quick Trans-atlantic trip. Is it because I'm that important? No. It's because my schedule is that busy.

Yes, by my own admission it didn't end up being a big deal. But, as someone who flies rather frequently I know how "one hour" mechanical delays can suddenly spiral out of control. I was hoping the concierge would have been slightly proactive and protected me on an LH flight in case the delay on CO 50 ended up being more than the 60 or so minutes so we wouldn't have to noodle around with that option should I needed it.

I generally like CO's service (and I think my posting history on here supports that), which is why I choose to do business with them. I was simply disappointed that the concierge offered me nothing. And, getting back to the topic of the thread - what's the point of the BF concierge?

Hey no need to defend yourself againts Ad Hominem Abusive attacks. I agree that it as a paying customer for elite service this was not a request that was beyond the pale.

Glad things worked out and pay no mind to other illogical minds

BF concierge?
 

I recently flew EWR-NRT and BOM-EWR in BF.
There was no concierge in sight at any time during / prior to / after any of these flights. In fact, these were my first BF experiences with CO and I was excited that I would be getting concierge service. But, none is sight.
IN fact, in BOM, I had to ask for lounge access (Clippper lounge) after completing check-in. They didnt even offer it automatically.:mad:

I'm flying IAH-NRT for the first time in BF around December. Based on reading this thread, it doesn't seem like I should expect much from the Concierge Service. Moreover, I'm also on a award ticket. Do you think that the Concierge, if s/he ever shows up, will treat me differently? Is there also a different lounge for BF passengers? How will the Concierges know who is a BF pax in the PC?

The concierges in IAH have been wonderful, IMO. As a connecting and arriving BF pax in IAH I have always seen the BF concierge. There is no separate lounge for BF customers; they use the PC. Also the concierges rarely go into the PC to find customers unless a problem arouses or you request them, a boarding announcement is usually just made.

Strange, I didn't even see BF concierge in TXL when I went there twice, and assumed concierges only exist in hub cities...