On an almost-related note, I heard Mr. Milton on the radio, probably yesterday morning. I guess he was explaining all the things they're doing to improve the situation, and was also quite open in admitting that things _are_ going wrong. This sounded like a good attitude to take, contrite yet positive.

Then he ruined at the end by saying something to the effect of, "bashing Air Canada, which has become almost a national pastime". Maybe he meant well, but in that one last phrase, unable to avoid getting a dig in, he undid most of the good done my admitting mistakes and promising to fix them.

andrew