I am admittedly an AC newbie since I haven't flown them before. But after my two long hauls (12+ hours), I am sure I won't fly them anytime soon since the real product quality is really bad compared to what they claim to offer, but I am curious if I just got the 2 bad apples around or if that is the norm and not the exception....

• catering inadequate quality and quantity wise, based on departure/arrival times, essentially pretty cheap stuff
• pretty lazy crews who were borderline ok on one flight, but a disaster on the other. On the 2nd flight, the purser was hiding behind a face mask (as the only crew member), just mumbling barely understandable things over the PA, never bothered to even exchange a single word with any pax in the J cabin, genuine impression was that the aeroplane was the last place he wanted to be and meanwhile counting hours until retirement -> imho he should retire better sooner than later since he wasn't exactly doing AC a favour with his attitude
• Service was abysmal for a long haul flight in a premium cabin
• oh so great Siganture Suite in YYZ was so full that pax were queing all over the place -> forget it
• small change to the booking (no rocket science) -> 2 hours on hold on the phone -> that is beyond crazy
• thought I would better go to YYZ instead to sort that out locally -> there is not even a ticket counter, not even a SINGLE human being with ticketing competency. Spoke with a check in agent who directed me to the end of the terminal where I found a bunch of phones to get in contact with AC reservations -> crowded with all sorts of desperate passengers who required assitance with disrupted travel plans, cancellations etc. My request was so minor that I just gave up and left.
• only positive point was that Immi and Baggage [MENTION=1989]YYZ[/MENTION] was a really speedy affair - half an hour back to back :-)

The impressioon I got was so enlightening that I flew my itinerary but cancelled and refunded the upcoming bookings since I as truly baffled on which sh*tshow level AC is operating.

I mean it is July 2023, covid is long over, so why are there still extreme hold times to speak to a call center agent, why is there no ticket counter/agents with basic ticketing competency at their most important airport in the country??????

Maybe my expectations were far too high, but the overall product quality isn't anything better than Air Transat - just at a much higer price point.

Can anyone explain why it is THAT bad? I am genuinly curious.