Back to the original post...

1. Because social media offers an outlet to people who like to bash anything they can, and if it is a high-profile, established company such as Air Canada, even better. It feeds their sense of entitlement, I would guess. Legitimate concerns are lost in the sea of self-centred whining, which (sadly) make it easier for AC to ignore the real, fixable issues. (And to be fair, many legitimate concerns are raised here, but get lost in the pile-on.)

2. No, it does not. But the more you use a business, the more things you can find to annoy you. Everyone has anecdotes about this issue or that issue, and AC has seriously annoyed me from time to time, but on the whole, I don't think AC is all that bad. If I want to deal with rules-are-rules jerks, I will fly Westjet. If I want to go without my luggage for three or four days, I can choose United. If I want to starve in a business class seat, again, United is the airline to fly.

3. Because a small minority of customers will never be satisfied, will always complain, and will make life miserable for AC staff just for the fun of it. It would be foolish to try to please the whiners. It's impossible to do. AC's best response would be to ignore these people, because any kind of response will only encourage them, incite them to push for more, and again, they will never, ever be satisfied.

In the past two months I have been on 21 AC flights -- not as many as others here, but still a reasonable number. I did not have a bad experience on any of them. I booked these flights on the AC website with no issues, and I tracked things with the AC app on my iPhone, no problems. I did not have issues with gate agents. The lounges, where available, were fine. And more than that, I did not hear a discouraging word from other AC customers. When I sign on to FT, though, I read that AC is terrible and the sky is falling. How odd.