I believe the consistent message in this entire forum is that we as frequent flyers don't blame the staff (excepting the odd one or two), but we do lay alot of the blame for the resulting mess firmly on the doorstep of the management at AC.

Most of the comments, although sounding harsh and critical at time, are really the result of our frustration at not being able to influence the outcome of an airline we have all invested a lot of time and money in.

I don't think any of us want to see AC go under, but on the other hand, we don't want to put up with inferior service at an inflated price when we have an option to go elsewhere.

My previous points were that going to the level of service you were suggesting in terms of next generation call centre solutions will take alot of money and dedication on the part of AC management, and quite frankly, I don't see that happening in the near future, but it sure would be nice if it did.

Personally Remi, I wish you all the luck in the world in improving the service at AC's call centres - we all know first hand how badly they need the help.