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Tuesday, August 04, 2009

Air Canada is getting better 

Knock on wood, but it looks like the airline we all love to hate is working on getting better.
Yes, we had two good flights from Air Canada on our recent trip to Toronto -- and then the airline also sent me a questionnaire to ask about our experience.
So, for the first time it appears that Air Canada actually cares whether we liked flying with them or not -- now, that's an advance!
CEO Calin Rovinescu has set what is likely a realistic goal for customer satisfaction:
Winning over consumers will also be challenging and, despite much skepticism, Mr. Rovinescu is forging ahead in his quest to create a kinder and gentler Air Canada.
“What are the chances of having a good flight and a high level of service? They're certainly, I would say, better than 90 per cent. Less than 10 per cent of the time, people may have less than happy experiences,” he said.
The only thing I didn't like about our trip was the automatic check-in kiosks in the Toronto airport -- difficult to work our way through screen after screen, and then we had to stand in line anyway to check our luggage. But basically, other than that, Air Canada did a great job.

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