A silent majority of very happy passengers? Do you really expect that statement to be taken seriously? Based upon what I read, hear and see, I would say that the overwhelming majority of customers have a negative perception. For example; Canada’s largest and only major traditional airline was ranked dead last in a new study of passenger satisfaction with North American airlines. According to consumer insights company J.D. Power, Air Canada falls behind the four other traditional carriers, specifically Alaska Airlines, Delta Air Lines, American Airlines, and even United Airlines May 10, 2017

I don't post with complaints about AC, but boy oh boy I have had some serious issues in the past year. I know that there is nothing FT can do for me, so I don't mention them. However, trust me if there was someone in here who could help or if I knew someone from AC cared, I would post, all the sordid details.

It's great that you talk to all these happy and delighted customers. I would like to know where they are. They certainly were not at the understaffed "help" desk at YYZ as a long line of angry customers were waiting. And they were not at gate after gate in clear weather YVR waiting on delayed after delayed departures. And they sure were not at the baggage carousels waiting on AC's always late, baggage delivery. Perhaps they were elsewhere, while hundreds upon hundreds of bags littered the arrival areas at multiple airports. I was amazed at the number of bags literally dumped on the floor from flights earlier in the day without any AC baggage people collecting and sorting them. There will always be some unhappy customers, but in the case of AC, and Canada's airline industry as a whole, there isn't a care in the world as to what customers think or perceive for the simple reason that airline passengers have very few protections against the bullying and exploitive business practices of an airline. It doesn't matter what airline customers believe because they can't do anything about it.
This in turn colours the AC employee attitude and treatment of customers. No need to be nice because if anyone talks back, they can get threatened and blocked from flying. Don't like someone at checkin who needs help? Well, you can go slow or say, "computer says it can't be done". Don't feel like looking for a flight when a customer calls in, just say it isn't possible and hang up. Air Canada is in the service industry, but it does not have a service culture.


You won't get an honest response from them. For all they know, you could be a corporate spy. This isn't the place to ask an "employee". I expect that you would have greater success on a website like Tinder or Grinder.