- Mark Nasr, previously Executive Vice President, Marketing & Digital and President, Aeroplan, has been appointed Executive Vice President & Chief Operations Officer. In his new role, Mr. Nasr will assume responsibility to optimize all aspects of a safe, reliable and efficient operation, while elevating the customer experience throughout Air Canada's worldwide network. His responsibilities include Flight Operations, Maintenance and Engineering, Airports, In-Flight Service, Contact Centres, International Operations, Regional Express Carriers, and Onboard Cabins and Systems groups.
Emphasis added.
I agree with the sentiment that his pedigree suggests optimization for AC, not the customer. My own experience is that the in-flight service is reasonably good as long as the wheels are not touching the ground. It's what happens or doesn't happen before and after the flight that causes the frustration. The quote above suggests this in not where his focus will be. The one glimmer of hope is the mention about contact centres, but we'll see. History suggests that they don't view the customer-facing service as a means to elevate the customer experience. Rather, it's viewed as an unnecessary expense.