Flight/Origin-Destination: 7810 YSB-YYZ, 458 YYZ-YOW
Date: Feb 4, 2011
Cabin: Y (7810), J (458)
Status:E

[B]Pre departure
Was check in quick and efficient? Yes (YSB)



Onboard - Y cabin:

Was the IFE activated on the ground? N/A
Approximately how long after take off did it take for the first meal service/Onboard cafe to begin? 10 min?
How was the quality of the meal/Onboard cafe? Water and pretzels.

YYZ-YOW

Flight from YSB arrived 20-25 minutes late, so expected to just make my connection. Got to gate for YYZ-YOW flight and there is no plane at the gate - lots of people, no plane. At this point it is 10-15 min past the printed "boarding time"

Did you use the Maple Leaf lounge and if so, any feedback in regards to service, food and drinks? Service was good there - issue is communication. I enter and was told by agent at desk that my flight is now boarding (I assume she is just wondering why I am there at this late a time). I inform her that there is no plane at that gate, so not boarding yet. She checks computer and tells me it is boarding. After short (polite) discussion she phones gate and agrees with me - no plane there - it is being towed over. So this delay has resulted in wasting how much of her time (never mind mine), and is repeated for how many customers. Oh yes - the flight notification I signed up for sends me a text about the delay as we are just about to taxi out.

Was priority boarding offered (if applicable to your status) and efficient? Yes
If there was a delay, did the gate agent provide timely updates? See above comments.

Onboard - J cabin:
Were the crew professional & well groomed? Excellent
If there was a delay, were you provided with timely updates?
Was the IFE activated on the ground? Yes
Was a pre-departure beverage offered on the ground? Yes
Did crew offer to hang your jacket? No
Were newspapers & menus distributed and meal orders taken (Please specify when meal orders were taken - on the ground or in the air)? Order for drinks taken while on ground, so that serving of drinks plus cheese plate could happen quickly once in air.
Did crew offer a hot towel prior to the meal service? Yes
Approximately how long after take off did it take for the first meal service to be completed? (From takeoff to all items collected) Quick, didn't notice time. Short flight.
How was the quality of all the meals? Cheese plate is a bit lacking - bit more fruit would be nice.
Did the cabin crew continiously top up the beverage of your choice throughout the flight? Yes
Post departure
If you have checked baggage, did it arrive within reasonable period of time?
Yes

Overall experience/any other comments.
Crew on board the YYZ-YOW was really great for such a short flight. On the other hand, I cannot understand why Air Canada cannot resolve this lack of communication about delayed flights - not just because it inconveniences customers - but because it is wasting your employees' time also. Clearly they don't know about the delays too. In the age of text messaging this would allow rapid communication of changes to schedule, keeping everyone informed, but AC seems incapable of this level of organization.