Sorry, no link that I could find, but the following was in the Vancouver Sunday Province.

[QUOTE]Sunday's Vancouver Province: by Rick Cropp and Barbara Braidwood.
Reprinted with permission.
"How Air Canada employees face slavering hordes.
For a lot of Canadians, Air Canada bashing is almost a national sport.
We had a first hand look at the trenches recently and it gave us a better perspective on our national airline.
On our trip home, the Toronto airport closed for two hours because of thunderstorms. Chaos erupted with cancelled and delayed flights and some passenger's behaviour just wasn't pretty.
As we waited by the check-in desk, we had a ringside seat to an hour or so of Air Canada personnel battling the minions of darkness complete with black storm clouds and lightning silhouetting them through the gate windows.
A pack of slavering passengers strained at their luggage straps on the other side of the counter.
The ticket printer broke, a wheelchair didn't fit, the flight was overbooked, passengers tried to slide on to the plane ahead of others and everything that could go wrong did.
Through it all we marvelled as we watched J.M. (name witheld by Fax - initials correct) of Air Canada and her partner (Sorry, we didn't get your name) sort out the whole mess with aplomb and smiles. Lots of smiles. Never a raised or irritated voice, always helpful and somehow staying focused on the orchestra of people and machines they were conducting.
Yes, we were impressed. Not to be too Pollyanna-ish about it, Air Canada did a fine job of living up to the reputation of its name-sake country with personnel that were relentlessly nice as well as competent.
Now if we could just do something about some of those passengers." [/UNQUOTE]



[This message has been edited by CPYVR (edited 07-28-2002).]