To be fair to Air Canada, let me tell you about my experience last week, when I had to book a free Aeroplan ticket at the last minute:

I arrived in Zurich Monday morning, ex Toronto. Got to the office, my wife called that night, was having a huge health crisis, wanted my back right away. Like, NOW.

I called AC's reward ticket desk at 11 PM Monday from Zurich and told them my problem. 5 minutes later, they found me a seat (Y only) on the flight leaving 10 hours later. Asked me when I wanted to return. Told them I didn't know. They said don't worry, we'll can't leave the ticket open, but we'll book you a return next week and you can change it if you want. Went to the airport in ZRH Tuesday morning, the staff saw me coming and gave me the ticket (30 seconds for the pickup).

Got to the gate, the cabin crew noticed me in the boarding area while they were walking to the plane, and asked what was happening (they were the same crew I came over with 26 hours earlier). When I got on the plane, the cabin crew gave me an upgrade to row 1, without me even expecting it.

Got to Toronto. A AC VIP person was waiting at the little tunnel leading out of the plane, to fast-track me through customs. I asked her how she knew I was in a rush - apparently the cabin crew had phoned ahead to Toronto during the flight and made arrangements. Total time from the airplane door opening to me getting in a cab - about 8 minutes. (No baggage).

Next day, wife's health crisis is solved, with a happy ending. Now how to get back to work??? Called AC and asked if I could go out to the airport and stand by for the flight back to ZRH Wednesday evening. 3 minutes later, got told there was no need to stand by, I had a positive seat in Y.

Went to the airport in Toronto to check in. Gate agent recognizes me from Sunday evening (3 days ago) and asks what is going on. He figured this was a little too much travel, even if I was a frequent flyer. Explained the problem, gate agent then asks me if I would prefer J class, to get a little sleep, no coupon needed.

Ladies & Gentlemen, I could not have got faster, better and more compassionate service if I had chartered a private jet. And I know what I am talking about, because in my professional work, I am the training manager for a European airline that operates private jets!

In every case, I had outstanding service along the way. And, in every case, this came from genuine personal concern and care from the AC employees - not from policies.

Next time something goes wrong - long lines, late plane, staff shortage, whatever - I think I'll just think about what AC did for me when I really needed em - and that will put the temporary problems of the moment in perspective.