Most of the points raised by OP are correct but Rousseau just got a big bonus *despite* uniformly poor OTP, serious understaffing leading to long wait times in person or on the phone, extremely NOT good recovery from IRROPS, grumbling à la OP, sky-high prices. Where are the (competitive) pressure to improve any of these areas when WS might as well be called Air Calgary?

I mean:walk-up fare from YQT to YYZ one way can reach an eye watering $1000….

Shareholders no doubt rejoice at reading your post, but the prisoners keep on showing at the door of the AC prison.