You're right, mm; some of us do emphasise the negatives; although, as you say, there are also some who make a point of commenting on the good things that happen. It's important to keep in mind that much of the reason for our unhappiness stems from corporate Air Canada policies. There are certainly a number of AC employees who buy into this, and they treat their customers like dirt. There are also lots who are demoralised, but they do a capable job, albeit without much enthusiasm. There are also a significant number who take their jobs seriously and do whatever they can to make our travelling experience enjoyable, in spite of the obstacles they face. We need to separate out all these groups. Let's go after the Air Canada policies that say their customers are not worth bothering about, and let's bemoan the bad behaviour of some CSRs and FAs, but let us also acknowledge that there are a lot of good employees out there, who are doing a wonderful job under very much less than ideal circumstances.