"Air Canada has made strides eliminating what he calls a lingering sense of “entitlement” in the ranks that stems from its past as a Crown corporation." ^

"A contented and engaged labour force, he says, will be the key to improving Air Canada’s service record. " ^^

"He says “I can’t deliver” unless the airlines 23,000 employees are “empowered,” “inspired” and “motivated.” ^^^

"he says he has faith the unions will be “responsible and constructive.” If he can pull this one off, I'll shave my legs. I dare say dealing with the unions is not the same game as dealing with employees, unfortunately. BA found that out the hard way.