Merry: I don't wish to be overly defensive of AC. They do have major challenges after the merger. The main challenge in my estimation is to settle the fundamental staff issues: pay equity, seniority, staff feeling valued by management etc. As an executive, I have experienced that when you figuratively give staff " a dollar, you receive five in return" AC must treat its staff with fairness, justice and compassion. Valued staff are happy and productive.. Quality service is then a natural by-product of the process. In HR, the "me questions and me issues" are fundamental. Staff need to know quickly their rightful place in the new organization. Meet that challenge and you are on the right path to quality.
I do however concede to you that AC being a quasi monopoly has become somewhat complacent
and has sometimes taken the customer for granted. This is an issue for the board. Happy customers are repeat customers. A sure way to maximize shareholder value is to ensure that quality service, safety, a sound reputation in the industry are foremost in the organization's mind.
I am an AC supporter...but I am not naive. AC has major challenges to meet. I am prepared to wait and see. I will however continue to provide the airline with feedback. If they don't listen after a reasonable lenght of time, I will take my business elsewhere when feasible