Respectfully disagree and that's why I made them 2 separate points.

"Rankings are interesting, but I think Air Canada would score much higher if:
1. Communications with customers were significantly better"

There are a large number of threads and posts here on FT plus all of the dirty laundry (as it were) that gets aired on CBC or Global, regarding AC communications - whether they be nice, poor, rude or non-existent (or take 6 months as the case may be. And FYI, I'm coming up on the 2-months mark for the green form I was given for the broken J seat)

My point #2 "better job at "managing expectations", is specific to the promises a company makes either verbally or in the marketing materials, as to what they want us as customers to expect, yet then not deliver those expectations.

A small but simple example was the thread where people asked what happened to the espresso machines on the 788s. Some of us were given replies by crew, others claim different info from different sources.

My point was:
The AC website section on the 788s promoted the availability of these machines that could make cappuccinos. These machines did not work for whatever reason and have been removed. Yet, the promise was still there on the website and thus customers had an expectation.

Is it a big thing? No.
Expectations come in all sizes.

Promise and over-deliver and you will benefit from more business and happy customers. Promise and under-deliver and you will be scorned, criticized, ridiculed or other similar.

This is all completely manageable.

The difference is possibly a touch of arrogance - AC is filling seats and share price is up or stable. Nothing else to see here folks, move along.