From my experience, I'd say that 95% of Air Canada's employees do whatever they can, within reason, to make our flights more enjoyable. And they do appreciate that we choose to fly on Air Canada. How else can they say this? Sure, there are a few employees with an attitude (mostly in YYZ, but that's due to the stress levels at that airport rather than the individuals), but they do not represent the prevailing attitude.

Even if it's a standard form letter, the pilot did go out of his way to get Max's address and send it out. He didn't have to.

Just don't ask the gate agent trying to board a full 767 that's running an hour late for an upgrade from an L fare.