Maybe you should have signed up and then posted a direct review of the day we had.

I 'm sure the vast majority who were there saw that AC is intent on continuous improvement and openness; not one question was avoided or fluffed by them IMO.

If anything the day would have gone even better if the AC team were allowed more time from the participants to give us detailed answers about their vision and plans for FF'ers and the Company in general.
The b*tching about seat pitch and E plus,etc that wasn't supposed to happen in the forum took up valuable time IMO and took away from the exchange of ideas.

Simon has done a great job of portraying the Q&A forum but there was also a luncheon where everyone had either some AC or AE people at their table and lots of ideas were exchanged there again without any avoidance or fluffing by them, at least at my table, although we caught Craig trying to duck under the table a few times . There was also time spent in the SOC and SIM centre and on the bus where questions and conversations continued.

Most if not all...(nah I'm sure not all ) in attendance share the view that AC is well on its to exercising its potential of becoming a much greater and true world class airline and it showed by the interest and commitment of all the AC people we met and who I again thank for taking time to share their commitment and knowledge.

Everyone at times forgets this was an airline that was still in the CCU less than six months ago and which is moving at lightening speed to make up for lost time.

My overall impression is centered on the way AC has embraced technological development as a major tool in customer relationship management and many other internal processes and I very much like where they are going in that direction.

Having a very young management team(at least from where I sit ) also gives them the energetic look of people who want to accomplish things in a hurry.

They also know and understand that the customer, in general, is fickle, demanding and price sensitive and that driving loyalty towards their brand is an ongoing and ever important part of their lives.

Simon's notes are very complete ! Very cool riding the A320 SIM with Simon, PE and Empress and the ride down the evacuation slide certainly got the blood rushing.

A lot has been said about the "commercial" and customer services issues but I would like to add that I was once again very impressed by AC's technical proficiency as shown by the experts we met at the SOC and the SIM. This goes back to my remark after the 14JAN YUL DO when I commented on the passion that the tech guys in the heavy maintenance hangar have for their work. I saw the same thing in yesterday's visit.

The managers, pilots and cabin crew trainers we met at the SIM are totally on the ball and have an exceeedingly crucial job for all of us : keeping us safe and isn't that what counts in the end ?....

The two directors we met at SOC could almost be described as "soft-spoken", but demonstrated calm and thorough control of a complex worldwide ops system. I'm glad these guys are running the show.

I also enjoyed meeting new people and catching up with others I had met before. Good conversation with Q Shoe Guy, yycguy2 and acysb87 with the evening's last drinks.

Thanks parnel and Ben Smith. ^ Thanks also to back seat for the dinner arrangements and ground transport. ^

As one who couldn't make the do, I want to thank all of those who did go for raising the issues we discuss on FT with AC/AP. Hopefully, some of the comments raised will translate into changes for the better in the future.

Glad to see that it was such a success. I hope that AC will continue to be as accomodating with FTers in the future.

This was a fantastic review... and sounds like it was a great experience.... any pictures?

I am a seldom AC flyer... but have enjoyed all my flights... including the quick Rochester to Toronto flight I took a few years ago.

Now... if we could only get the other airlines to step forward like Air Canada... that hospitality would be great.

Thanks for sharing Simon.

William

Sounds like an informative and interesting evening that perhaps will clear the air about many misconceptions that people on this board might have. Just too bad I missed it, but I have a good feeling that AC is on it's way to better things, in terms of new aircraft and routes and seating, etc........... Great Event. ^

Thanks for summarizing all of the info! Looks like it was a great opportunity. Hopefully we'll see evidence of changes going forward.

Unfortunately for me, at the time I was crammed into a downgraded domestic 767 J seat on a paid SJ ticket back from LHR. Certainly wasn't a plane full of delighted customers, although the FA's did their best.

It is not fair to say that we were only treated with non-answers or provided with only a feel good environment. Many of the questions were pointed and the panel were in my view straight up with us. Some of the questions/comments may have caught them by surprise and some certainly caused discomfort.

I came away with the feeling that they are indeed struggling with finding the answers to many of our questions/concerns that will serve both the AC customer and the company's well being which are dependent upon each other.

I did not expect to come away from the event having fixed all of the concerns of 25 very different AC flyers, but rather it was important to me to have the opportunity to express those views in a face to face non-confrontational environment.

Furthermore, it was not a one way discussion, but an opportunity for AC/AP to run some things past us.

Do not underestimate the value of such a meeting having a lasting effect on future decisions they may take.

It was a sincere effort on AC/AP and worth it to me to take a day of holidays and fly from YOW to attend.

Was anyone who attended asked about the food? Is this current exec first fare or an upcoming menu?

I chose the chicken but was not overly thrilled (found it a bit greasy). How was the salmon? The pasta?

The salmon was really good (I was told at my table that it was domestic J menu).

Parnel, thanks for organizing the DO. ^ ^ I really enjoyed it - the discussions with AC, Empress in his new role, the flight simulator, sliding down the escape chutes (to be a kid again ).

I personally found AC and Aeroplan staff to be honest, engaging and I think that they understand the issues that a FF'er faces better than we think that they do. They also are willing to share their strategic planning process and I think that compared to other North American airlines, they are well positioned for tremendous growth.

All in all, a great event.

Parnel,

Do you think you can get from Ben or one of the other contacts the name(s) of the GTAA people to bombard with complaints that they mentioned?

Simon

Thanks to Parnel for organising the event. Thanks to Ben Smith and the AC team for attending and being so open to ideas and complaints. Thanks to Simon for an excellent summary of questions and answers.

Simon, just one subject missing....Jazz. I appreciated the opportunity to air my concerns about Jazz, its poor on time performance, its poor concern about connections and the endless frustration of arriving in YYZ on a plane already late and waiting for minutes on end because the ramp guy with the wands is nowhere to be found to bring the plane to its final parking position.

While the gentleman in the SOC was very instructive it was interesting that when I asked about Jazz when flights need to be "thinned" during adverse weather his answer immediately related to routes on which both mainline and Jazz fly. My concern, of course, is with a route only Jazz fly.

I learned a lot from the session and was grateful for the opportunity to speak directly with execs of AC and AP. I think I made my service concerns known and I hope they are conveyed internally at AC. There is much that has improved greatly at AC in the last months but much remains to be done. I think the people we met are committed to getting there.

One suggestion I made which I hope board members will consider and is perhaps worthy of another thread is to arrange a similar session with other players in the air service business. Many of our frustrations, especially at YYZ though we also heard about YYC, originate with GTAA, NavCan, CATSA and Customs. At least with AC some of us can walk our ticket buying else where if we are unhappy. Those others have no similar accountability mechanism.

We need to focus some consumer attention on GTAA, NavCan, etc. They drive our cost of tickets up and our speed of service down. The AC team told me that in the US there is a system where planes can taxi to the nearest runway from the gate and take off. Not so in Canada. I've experienced this in the US and I too often experience the taxi to Brampton or Barrie that adds huge amounts of time to a short haul flight out of YYZ. We need as a community to be as tough on these agencies as we often are on AC. I'd love to hear other views on how we might do that.

Thanks again to Parnel and Ben Smith et al.

anyone find BlondeBomber's passport?

Thought I had it with me and it could have popped out of a pocket at CARA or simulator slide. I'll follow up with concierge.

jimmac: I strongly agree. These people are less likely to listen, as we can't really commerically harm them other than all trooping off to BUF, but especially if we got the media to start to notice that the problems we encounter are many times NOT Air Canada's fault, it would make a difference.

Sorry that I missed your Jazz issue, I didn't have my notes book with me in the SOC. The only other thing I recall is someone pointing out to PE the "YEG hub planning center" (an empty table!)

The impression I got on the Jazz issue, especially when you (?) raised the issue of Jazz seeming to be at the bottom of the totem pole, was that other than helping each other out, as far as the SOC goes, it's two different airlines -- Jazz makes their own decisions.

With the increase in Jazz flights domestically and Transborder, perhaps we should also have a Jazzy do.

Simon

No fluff? Not even this?

"They had a sprinkler system go off in the area where the packages are mailed from and spoiled sevel thousands of them that had to be reprinted."


Imagine I go tell my boss my report is late because the sprinkler blah..?

Is it also because of sprinklers that their IC stuff gets released before it's ready?

Is it because of sprinklers that they were so late in announcing this year's program?

Is it because of sprinklers that agents invent all sorts of lies when they have not been properly trained to provide the right answer?

Guess what, if I were to subcontract some boiler room operation to do my mailing, and they get flooded or burn or whatever, I would have no choice but assuming responsibility. Theis sort of excuse is of no value when served to third parties. *Aeroplan* delayed their mailed. for what sort of internal cooking/flooding is of no interest to me as a customer.

Fluff. Best fluff of the year.

Sorry to have missed the do, but thanks to all for their summaries and comments.

Sounds like you guys and gals not only had a great time, but learned an interesting thing or two in the process. Its great to hear that everyone had a chance to 'drive the bus' - not as easy as it looks, eh?