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Effective next week, we will test a proactive recovery tool to assist in resolving customer complaints within our airport operation. The instant recovery tool recognizes customers who have been inconvenienced by Air Canada. For example, recovery cards could be issued to disabled customers who request a mobility aid when one is not available, or to customers who encounter lengthy delays due to misconnections/re-routings or are mishandled. The card includes an apology and offers a $50 Cdn travel voucher that can be used toward the purchase of future travel on Air Canada and Air Canada Jazz flights. The test will run from late July until October 2002 at Toronto Pearson International Airport, and will be extended system-wide if the trial is successful. Overall, this initiative will reduce customers' frustration and empower Airport staff to instantly recover our customers.
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