I have noticed something in the last couple of months...

Because of the changes to Aeroplan I have decided, (especially the upgrade policy) (aero lotto) to look around and just book the cheapest fare, if your going to sit in the back you may as well get the lowest price.!

I have noticed a few things when dealing with the other airlines, most, if not all are no better than AC with dealing with customers on the phones, airport & onboard.
Which makes me think that this is the industry problem and not just AC. I guess when you use only one airline you tend to think the grass is greener, when really is the same shade.

This leads me to conclude that if AC just picked up the service side of the business they could do very well...being the same as the others is not good, its just better to know they are no worse....

So more than ever it comes down to price, this is not good for the business as cost cutting just continues, you will see that in many ways, food, aeroplan etc...and its all bottom line profit.

The question I have asked myself is, "would I pay more to an airline for better service" and I think I would.....

International seems so much better than domestic, which may start to change my thinking that the older FA's (which get the long haul routes due to seniority) are actually better than the new guys...I will check it out next time.

Not one of the other Airlines I dealt with so far has wooooowed me yet, not one has exceeded my expectations...all I want is a quality services...Quality as defined by:

Service
Nothing creates quality so eloquently as the experience of being served by talented and dedicated professionals. Competence and caring, in equal parts, is the ultimate formula for a quality experience.

Surprise
The ability to elicit delight is the magic touch that defines a quality experience. It can be found in a unexpected service or an unanticipated sight, sound or taste that exceeds your expectations.

Selection
Increasingly, quality consumers expect a level of customerization and personalization that was unknown a decade ago. We see this trend emerging even in the mass market, where it is quickly becoming a competitive edge.

Admittedly quality service is highly personal, but everyone regardless, will acknowledge a quality product and service when it finds them.

One answer to your 3 S's.

American Airlines.

(Ofcourse flying AA is a bit of a challenge if flying within Canada).

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AAdvantage Platinum
AMEX Platinum (Canada)

Ooopps.. I am starting to sound like FlyerAl

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AAdvantage Platinum
AMEX Platinum (Canada)

IMO, the service in most North American airlines is about equal.

IMO, I think the dissatisfaction with airlines is due in part (a great part in my case) to the problems/hassles in the time between leaving home and having the plane lift off. My wife and I have decided to forego an annual "flying" vacation this year because we hate spending time in airports (and we nearly always fly J, so we have less hassles than most). And our last business trip last month was not fun. The problem was not with the people running the zoo, but just the zoo experience (security and idiot passengers).

Ferrari: You are musing some of that leading edge thinking that Rupert ascribed to some FT posters.
I like your thinking and agree with it.
Last Saturday, I had outstanding service from an Aeroplan agent. Surprise the customer was the theme. This is all that I require. I want to be treated as a good customer who has flown this airline for over forty years. Nothing more ...nothing less.

trian, what do you base this on? I think you posted this before, and I agreed with you at the time. But at that time I had only flown about 6 times since 9/11. Now that I've taken about 12 flights, I tend to disagree. Now my expectation is that from stepping out of my car at the airport (YYZ) to being in the MLL (or at the gate) is about 20 minutes. At MIA, it's typically under 10 minutes. That's not bad - I don't really find that too much of a hassle.