On December 1, with much fanfare, Air Canada inaugurated its YVR-BKK service. There were many speeches and Mark Galardo, Senior Vice President – Network Planning and Revenue Management at Air Canada said that the "new service from YVR was another step in our ambition to develop this hub into one of the most important trans-pacific gateways inNorth America. We look forward to welcoming our customers onboard". Leading up to the flight, were various press releases and write ups extolling the Signature Service, and praising Air Canada's award-winning service. Also promoted was the "optimization of connection times", as AC termed it.

Pre-covid, when I used Air Canada, I mostly flew the Canada to BKK/SIN routes via ICN or TYO. I had tried using the AC promoted PRChina hubs, but the Air China/China Eastern transfer experience through Beijing or Shanghai was usually unpleasant, topped off by unwelcoming nasty lounges with questionable food offerings, and rude airport personnel. Also, with China's political view of Canada, it wasn't a route I felt safe using. Therefore, when Air Canada announced its Bangkok route from Vancouver, I was willing to try it out. Unfortunately, if my flight on December 21 is an indication of the quality AC will provide, then it is a route best avoided (at least for now).

I started the voyage with high hopes only to experience a steady tailspin of disappointment and frustration at the organizational ineptness and lack of quality. Although the flights occurred during one of the worst reported weather delay periods of recent history, the flights were on days of excellent weather at all airports, and with connections to aircraft that had already landed several hours prior to departure. All of my flights departed late with cabin crew saying that catering was not fully loaded for either the domestic connection or international flights.

Connection to BKK
On a B777 wide body. Late departure/Late arrival (1 hour+). On board service was mediocre. I was surprised by the limited beverage service, but perhaps that too was due to catering issues. The meal was greasy/oily and bland. It was some sort of creamed chicken dish, of the type I imagine is served to toothless residents of elder care facilities.


Normal layover in YVR is 2 hrs 15 minutes., however, the late arrival pushed this to less than 1 hour. No Signature transfer service upon arrival, and because of the tight connection, I rushed to the international gate, a brisk 15-minute walk. No announcement that the departure would be late, and no indication on my AC app of a delayed departure, so I was unable to experience the Signature lounge. Had I been informed; I would have had dinner in the lounge. I did manage to stick my head in and grab a glass of wine to brace myself for the coming misery.

YVR-BKK
Departure late, approx. 90 minutes.+ Crew was a mishmash of disengaged people. The Service Director was on the ball and the one bright spot. She deserved to have a better supporting cabin crew. The tip off that this was going to be an Air Canada demonstration of not understanding a market was with the greeting of Hello, and welcome aboard; we will be servicing you in English and French. Ok, but this is supposed to be a flagship flight to Bangkok and not one person who can speak Thai? I have never ever experienced this on a long haul international flight to Bangkok ,where there wasn't a Thai language option announced. I mention this because the SVP at AC had given the impression that somehow AC wanted to make this a key gateway flight. There were enough Thai people on the flight to justify having some Thai speaking cabin crew.

The pre dinner drink service was fast and I was missed. I had gone to the lav to wash my hands and poof the cart had passed by with no return. Then dinner came. Pathetically bland and without any consideration for the market served; Not one Thai inspired option: Not even the hint of a gesture. AF/KLM/LH/UL all offer a Thai meal. Dinner was a one tray option slapped down, and my meal consisted of an over cooked/over salted beef stir fry.

The cold stale roll tossed onto the tray says it all. Meal service was a rushed affair with an option of one glass of wine, Then coffee/tea/service, while many were still eating dinner. I asked for some chili sauce or black bean pepper sauce which is a mainstay on all flights to Thailand (at least with AF/KLM , EVA and ANA) but no luck with Air Canada. Chili sauce? What's that? I was fuming. How can AC expect to serve a market when it offers zero understanding of the culinary characteristics. Many pax had declined dinner, most likely having originated in YVR and visited the lounge. Good for them, but not good for anyone connecting because all flights from YYZ/YUL had been cancelled or late. So much for AC's much self promoted connection optimization. In respect to the hot towel service, it was offered just once, before the breakfast service.
And to those who will argue that this was a late flight, so only a tray was necessary, I do not accept that as an excuse for the lacklustre. meal service. The 1 AM departure from YYZ with EVA has a proper meal service. So do the late departures with ANA. Only Air Canada seems to think that a tray slapped down with cold cheese, appetizer, dessert and entree qualifies as quality service.

Ok, I figured I would try the AC entertainment options and watch a nice film. I did have a bottle of complimentary water. Nope. Nothing really current. I watched Downton Abbey again, and Baby Driver again, but that was it. Usually, there is a James Bond film, but no such luck. I know it is not AC's fault that Hollywood is so dreadful, but the Asian film options were sparse and garbage. My Netflix subscription has more variety for Thailand. The map option was dismal. I never realized how bad the current version is compared to the older version until this flight.

I was getting hungry and antsy, so 8 hours into the 16 hour flight, I thought I would try the chicken pot pie snack that was in the menu. Well, one needed to find a crew member to get that. I looked around and wandered up front and saw the crew engaged in a nice chin wag. I interrupted and was given the impression I was intruding on gossip time, so I just asked for a diet coke, and grabbed a bag of Miss Vickies and a tuna sandwich.

I now understand why Asian airlines cut the crusts off their sandwiches, because the AC sandwich was stale and dry. I was really feeling the Air Canada quality of service. An hour later, I went to the rear J cabin lav and brought my trash with me to dispose of. The cabin attendant was sitting there, playing on his phone and couldn't be bothered to acknowledge me, waving his hand dismissively and instructing to "put dat oveh dere", barely looking up from his phone. I went back up to the front and managed to grab the last remaining Kit Kat. None were seen again. I felt that I had my revenge on AC, taking the last Kit Kat.

We hit some turbulence over Japan and I was reminded about one attribute of AC I value: The flight deck had warned pax in advance and despite the bumps, we handled it well. With the excitement over, I managed to sleep for a couple of hours. Breakfast was the soggy noodles option. It wasn't bad, but reheated noodles never do well. The fruit looked nice, but fruit out of season tastes like cardboard. Also provided was some sort of congealed musli thing, that looked as if it had been pre-eaten. No hot croissant, but I did get something in a plastic wrapper. Now that's what I call fine dining Air Canada Signature Service.


Upon arrival there was an absence of direction or assistance. Most airlines offer the following announcement; Business Class passengers qualify for the Premium lane for immigration. Please follow the signs etc. (I was the only one from my flight that I saw go to the premium lane.) Other airlines offer an announcement of the baggage carousel number. Not even a note on the AC app. The flight was due to arrive at 5.55, but the late departure meant that I wasn't walking off the plane until 7:15 AM. So much for maximization of connection, because anyone who had the mistaken belief that Air Canada values punctuality, would have missed some of the connecting flights. In anticipation of the expected delay (it was Air Canada after all),I left a buffer. I had a connection at 9:15 and made it with time to spare. This is one of the unfortunate costs of flying AC: One must always anticipate a delay and build it in to the connection, making AC the airline with the longest travel times.

Conclusion:- Out of 5 Stars
Value for money: 2.5*
On board Signature Service (TPAC): 1.5 stars
Signature Service Pre and Post flight: 1 Star
I am being generous here, because AC didn't provide Signature Service despite describing the service as such.

Air Canada will fly the route for another 3 months. Unless the airline brings its standards up to meet the quality levels in Thai market, the airline will not have a future on the route. The failure to provide the most basic of service targeted to the country it serves, speaks volumes about the Air Canada attitude. There are plenty of redundant TG cabin crew available for contract work. It doesn't take much to offer some Thai food options on a menu that is need of some dire improvements. The flight experience left me exhausted. I'd rather connect in Asia or Europe than in YVR, so as to avoid the poor quality of service Air Canda offers on this route. I paid for Signature Service, but received a mediocre basic service.