Air Canada does not have any motivation to listen. If they lose customers and money they will simply appeal to the government to keep them going. Sadly the government has no other option but to respond, and the Air Canada executives know this. What makes it worse it that they have successfully filtered this attitude to many of their staff by building a culture of "too bad, who else are you going to fly with". The reason the airlines in the UK and other countries are so good in comparison is because of competition. Simply look at the number of complaints against Air Canada and their lack of reaction and that will tell you all you need to know. There are good employees with Air Canada, I have met them, but make sure you shake their hands when you are lucky enough to deal with them because they have the strength to be different and actually care. Sadly they are the minority and always will be. You can't beat them so just fly WestJet or any other airline.
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