Improve?
 

Improve? courtesy? Are they in their corporate vocabulary? Apparently, they are, as in-flight staff and ticket agents are found to be courteous.

What Air Canada management needs to do first and foremost is LISTEN to the ever-growing cacophony of complaints and address them - not sweep them under the carpet. Weed out the losers. Mandate customer service courses for the remaining employees.

I blame the government for its protectionist policies. They should open up the skies and make Air Canada shape up or sink.

Government Protection
 

I agree the Canadian government protects Air Canada.

Etihad has filed requests to improve service from Toronto to UAE and the government has refused. They only allow Emirates and Etihad 3 flights a week into YYZ. The current flights are over 90% capacity. Allowing the new the flights will increase the traffic to Asia, and erode AC's traffic to asia via Japan, and Europe.