Customer service? I suspect the issue is not customer service but just *customer.* Does AC have a grasp about *customers?* Does Revenue Canada (in its current renamed incarnation, CRA or whatever) have *customers?*

Don't you understand? AC is doing you *a favor* by taking you to your destination. AKA public *service.* Just be happy and keep your mouth shut. otherwise they might decline to take you on next time.

Seriously, I suspect that attitude is still ingrained throughout the organization. And if the vindictive culture we still occasionally observe them to exhibit when dealing with customers is also, as one should expect, how the organization handles employees, what can you expect? No matter how much the top wants to implement changes, if rank and file remains cynical, a new spirit will not seep through down to the level of the people who deal with customers. You don't change the culture to a positive one using punitive means, fighting unions etc.

Finally, I suspect the effect of the current economic upturn, planes full, profits even, at least for a little while, etc., may result in a bit of a renewal of good old AC arrogance. Just looking at Milton glowing under all the praises/acclamation he has been getting these days can't have a very positive effect on his modesty, can it?

BTW, while we still hear about "simplification (tm)," the other keyword we used to hear from them, "transparency," seems to be gone and buried?