I've just received word that requires me to fly right away from Europe to the Maritimes. Since I have status and a pile of miles, I called Lufthansa first - only to be told that there would be a four day wait for tickets, and no faster for compassionate grounds. I was told, simply, "Buy a ticket."

My next call, as a no-status Aeroplan member, to Air Canada, was completely different: the call agents took caree of my request, found flights for me, and really tried to make things happen. Even with this, I have to find my own way to Frankfurt due to the need to print a ticket on AC stock, and overnight in YYZ on the way, but they made it possible, which is what is so important to me right now. On top of this, the "rush" fee was waived in view of the circumstances involved.

I cannot begin to say how great I feel about Air Canada right now and how disappointed I am by Lufthansa. I missed the name of the first person I spoke to at the Vancouver Contact Centre, but I did make a point of finding out the name of the second, and most incredibly helpful and considerate agent, whose name is Heather. If an Air Canada lurker is reading this, you have a wonderful, dedicated employee in Heather - her sense of the need to really provide customer service should be warmly noted.

Thanks to her efforts, along with her colleagues, you have won back a revenue customer. May there be more Heathers at Air Canada, and your problems will take care of themselves.