YHZ concierge called me at the office Friday mid-morning to advise my flight YHZ-YYZ was delayed and my connection out of YYZ was now risky, but not to worry, she had 'protected' me on the next flight. I enjoyed the VIP treatment feeling.
Appreciating the head's up, I monitored flight status on-line for further delays, worked longer in the office, got to YHZ airport appropriately late to catch delayed AC615. On entering MLL, reception told me concierge had left a message for me, saying my scheduled connection out of YYZ was still possible but very tight, and that I was still 'protected' on the next flight out of YYZ. Felt that VIP treatment feeling again.
Got on AC615, front door closed, then opened again. YYZ had implemented flow control and our departure was now delayed an additional 30 minutes. Opened laptop, caught free YHZ airport wifi which opened on YHZ flights page. Showed AC615 had departed! Now a little worried about even my Plan B connection in YYZ, called YHZ Concierge and said we were stuck at the gate and would I even make the alternate connection. She was surprised we had not departed, but confirmed that I would have no problem catching the alt. flight on which I was protected.
Got to YYZ, missed my scheduled connection, went to a/c service counter and asked for new boarding pass. Agent said I was wait-listed on an oversold flight, and by the way, the next 2 flights after my alternate were also sold. I protested and said YHZ concierge had protected me on the next flight. Agent said 'protected means nothing if you don't have a seat'. Called YHZ concierge for explanation and was told I was protected, but yes, the flight was over sold so I was wait-listed. Went to YYZ concierge who claimed YHZ should have gotten me a seat if she said I was protected, and that BTW I should have asked YHZ concierge for my seat assignment to verify that I was indeed protected. Lesson learned.
In the interest of managing customer expectations and clear, truthful communication, IMO, YHZ concierge should have told me I was wait-listed on an oversold flight (and that the next 2 flights after were also oversold) rather than tell me I was 'protected!
Or, if protected should mean that I had a seat rather than a wait-list, then YHZ concierge only half did their job and should not be trusted in future!
Does anyone know if "protected" by definition means a seat has your name on it (and thus YHZ concierge screwed up)?
Appreciating the head's up, I monitored flight status on-line for further delays, worked longer in the office, got to YHZ airport appropriately late to catch delayed AC615. On entering MLL, reception told me concierge had left a message for me, saying my scheduled connection out of YYZ was still possible but very tight, and that I was still 'protected' on the next flight out of YYZ. Felt that VIP treatment feeling again.
Got on AC615, front door closed, then opened again. YYZ had implemented flow control and our departure was now delayed an additional 30 minutes. Opened laptop, caught free YHZ airport wifi which opened on YHZ flights page. Showed AC615 had departed! Now a little worried about even my Plan B connection in YYZ, called YHZ Concierge and said we were stuck at the gate and would I even make the alternate connection. She was surprised we had not departed, but confirmed that I would have no problem catching the alt. flight on which I was protected.
Got to YYZ, missed my scheduled connection, went to a/c service counter and asked for new boarding pass. Agent said I was wait-listed on an oversold flight, and by the way, the next 2 flights after my alternate were also sold. I protested and said YHZ concierge had protected me on the next flight. Agent said 'protected means nothing if you don't have a seat'. Called YHZ concierge for explanation and was told I was protected, but yes, the flight was over sold so I was wait-listed. Went to YYZ concierge who claimed YHZ should have gotten me a seat if she said I was protected, and that BTW I should have asked YHZ concierge for my seat assignment to verify that I was indeed protected. Lesson learned.
In the interest of managing customer expectations and clear, truthful communication, IMO, YHZ concierge should have told me I was wait-listed on an oversold flight (and that the next 2 flights after were also oversold) rather than tell me I was 'protected!
Or, if protected should mean that I had a seat rather than a wait-list, then YHZ concierge only half did their job and should not be trusted in future!
Does anyone know if "protected" by definition means a seat has your name on it (and thus YHZ concierge screwed up)?
