AC Concierge service

Discussion in 'Air Canada | Aeroplan' started by guinnessxyz, Nov 7, 2011.  |  Print Topic

  1. I have recently had some poor and mediocre concierge services in recent weeks when requesting what are assumed to be normal requests from a SE member.
    I am not going to specify what exact requests were made but the reader should assume they were routine travel related issues for a concierge that were properly addressed when requested in the past.

    Any one else experiencing issues or have you possibly given up on the service because it doesn't do anything for you.

    I am not suggesting it is has become a totally useless AC service offering but one certainly gets a feeling that the quality has diminished noticeably.
     
  2. En-Route
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    En-Route Silver Member

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    An over managed and under utilized service.The service historically very good.
    Cannot pin a date but service levels to this SE have been dramatic in what they can no longer do
    for us.I had a recent request that historically was and can still be done.Long term concierge could not have cared less and just plain did not bother to do.

    I have stopped asking for help or going by their offices.
     
  3. milchap
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    As this service was an important core benefit for many SEs, I await other SE input to hear more about the level of conciege service.
     
  4. tomh009
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    As an SE, I have used the concierge service quite rarely ... with most of my travel direct flights, or to airports without concierge service, I have not called on their services very much. Rerouting a missed connection is an obvious request for help, but I really don't have a good understanding of how other SEs use (or have used in the past) the concierge service. So maybe I am missing out on some things the concierges would do for me? Or have missed, since they won't do those things any more anyway?

    How often do others call on the concierges? My average is probably not much more than once in 50 flights ...
     
  5. igloocoder
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    I'm with tomh009 on this one. I've only used the concierge twice since becoming an SE (so about once in 150 flights). Both were when my flight went mechanical. What are other SEs using them for?
     
  6. ACMM
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    I honesty cannot recall in 11 years as SE if I have ever used them ...
     
  7. Exit Row
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    I've used concierge services sparingly...however my main contact with them is when a flight is delayed in YYC. I almost always get a call from the YYC concierge office to inform me.
     
  8. ACMM
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    That is great - I wish something like that would happen in YYZ ... but they are too busy ;)
     
  9. PtsHawg
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    I thought I was just having a string of bad luck, but I too have noticed a decline. For some things, the SE line is now better. OP: any particular stations causing issues for you?
     
  10. YYZ in particular which I have heard suffers from poor management.
     
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  11. ACMM
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    I find the concierges friendly enough I guess, but perfunctory I guess would be the term I would use.
     
  12. tomh009
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    I would still like to understand "poor management" better (in this context) ... I really don't know how it hurts us. Is no one willing to explain?
     
  13. In the past concierges were able to override the system to change flights for SE's among other things. In recent times with all the additional charges now being levied they have had their system override abilities seriously curtailed. At best they now exist to escort movie stars to the lounge and into their seats on board. They are basically not even able to process a paid change and can't (or won't) even help with additional baggage charge issues. It has been hinted to me by concierges in YYC that they are over managed and thus under utilized. If I go to a concierge for assistance and am told to either call the SE desk or go to the ticket counter they are not doing their job. Those are just some of the issues and there are more especially with telephone requests.
     
  14. tomh009
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    Thanks, I understand a lot better now (I think). And I do see the point ...
     
  15. PtsHawg
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    My issues have been in YYZ and YHZ of late, but have had great experiences elsewhere. I'm hoping it's just a glitch and things return to normal. The things I was asking to be changed normally would never have been an issue, i.e. moving off of a "standby list" to a confirmed seat to an earlier flight when I'm in J (not R, but J class) when there was space available. I do this a bit, and since these instances, I've called SE line and they've made the change from there.

    If Concierges can't/won't do what they do through the SE line, this is a concern to me.
     
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  16. 2MM_Guy
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    They seem to cater to International and Domestic and practically ignore Transborder.
     
  17. ACMM
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    I have flown a lot of international. No catering here I am sad to say.

    (Posted from my milePoint enabled iPhone)
     
  18. SYM
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    I've had great service from the YYZ concierges in the last few months, and I've had more call to use them than ever before. I do a transborder to YYZ then onward domestic connection almost every Thursday night, and the frequency of problems has been very high this fall - first the threat of labor action, then the work-to-rule by CATSA, then several weeks of bad weather either in the northeast or in YYZ. Despite lots of cancellations and long delays, they have got me home or got me into a hotel without fail. They call me back when I leave a message, and if they can't fix things on the phone they promise to keep working. One thing I have noticed is that they won't waive charges on same day changes as they used to. But overall, I wonder if they are just overworked and forced to prioritize. To my mind, their priorities are right.
     
  19. I had a concierge track me down in the lounge today to let me know she put me on stnby for an earlier flight today even though I was on a T+ fare and subject to a change fee.
     
  20. avflyer
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    Ever deal with the LAX Concierge?:eek:
     
  21. 2MM_Guy
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    Yes, love all of them!
     
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  22. I too have found that the abilities of the concierges have been restricted as of the last few months in particular. Some of them go by the book far more closely than others. Having chatted about this with one of my 'favorites' atYVR the other week, she too confirmed that management has imposed significant restrictions on the their discretional powers.

    I have had nothing but unsatisfying stock responses from one particular concierge in YVR, who shall remain nameless, but often works evenings... On the other hand, I would like to single out BettyYVR, and GaleYYC, as the best concierges out there, hands down.
     
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  23. ACMM
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    Welcome to milePoint and the AC forum najetset. Nice to have you with us ...
     
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  24. The top down management of these employees by their executive is indicative IMHO of poor understanding of how to treat a good customer so they can collect more change fees as opposed to helping the passenger in an airport environment.
     
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  25. jarusoba
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    Yes. Great staff!!!
     
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