It seems people are quick to criticize Air Canada.

Recently, we have had two positive experiences with the airline. The first was last June when Joanne accompanied our granddaughter to Los Angeles. Our granddaughter went on to Australia, and Joanne returned to Edmonton. When they arrived in L.A., our granddaughter's luggage was missing.

Joanne raised the missing bag with Air Canada staff in Edmonton, and was told the bag would be located. Three days later it was delivered to our granddaughter's door in Australia. That was terrific service.

In November, we were planning to go to Hawaii. When we arrived at the airport, we were told by Air Canada that our flight had just left. The flight time had been changed and we had not received an e-mail notifying us. The Air Canada agent booked us on the next available flight to Vancouver and then booked us first class from Vancouver to Honolulu. Air Canada covered all related hotel, meal and phone costs. Missing the flight was inconvenient, but Air Canada's efforts to make it right were much appreciated.