Originally Posted by hirohito888

I think if AC consistently chooses to have abysmal OTP and chooses not to fix it, for many, the issue is that AC is also not providing a standard of customer service and assistance for the passengers to minimize the impact of their poor OTP.

While many here in the forum have relegated to booking longer connections (e.g., 3-4h for YYZ/YUL layovers), most non-frequent flyers don't think or consider these things. They will check the schedule and if YYC-YYZ-FCO is shorter duration than YYC-MSP-FCO at the same price, then they will likely book AC. And when OTP affects operations and AC is not providing sufficient updates, information, or due care, that's when and why people get upset.

There are certainly things they can improve on, such as better app, better technology. Even AA with its subpar app has announced improvements to address disruptions and rebooking. And UA has had its ConnectionsSaver program implemented for a while now and added it to its app.

I've had 3 IRROPS/major weather delays in the last 9 months with 3 different carriers (AC, LX, UA). I'm not going to compare them since each circumstance was different. But in terms of seamlessness and info/updates provided either from agents, crew, or app, I think AC was probably the worst among the 3. It wasn't so bad that I wouldn't fly them again but things certainly lagged and there were unnecessary friction points and stress involved.