The weak link appears to be the ground staff in the US. As far as I can tell, UA basically does the ground handling at ORD and IAD, with AC providing this at YYZ. If BD had some of their own staff (not just a station manager but a gew front line staff too) then the attitude might improve.

As far as the delays and cancellations go, I agree that having a small fleet is not ideal, but VS often seems just as stretched. This has also been a terrible week for delays etc - look over at the BA forum and you will see that BA were unable to find a replacement aircraft for several hours for a MIA flight. It seems that even a large fleet size cannot really save you in these situations.

BTW, the call centre staff for BD in the States could not be more different from the ground staff - genuinely nice people who go out of their way to be helpful, at least in my experience.