An airline makes profit by selling its services to satisfied customers, and in such a competitive industry, Air Canada’s lack of ethic in regards to treating their customers and their agents puzzles me. In a service oriented industry, where is Air Canada’s parity when their customer service is deemed appalling? With West Jet and many other competitors thriving and offering similar travel routes, Air Canada does not offer unique distinctiveness that cannot be paralleled. By mistreating its customers and neglecting the consequence of their actions, whether it is to the company itself or to the lives of the customers, Air Canada is endangering its reputation among its target audience that will prove difficult to salvage. As a pilot, I have “insider knowledge” about the dissatisfaction among the Air Canada pilots, especially in terms of pay and length between promotions. A company’s personnel are their most valuable assets, yet Air Canada does not appear to be particularly concerned about their satisfaction. Further strengthening my point, the article states that agents are upset by the company’s act of overbooking and turning passengers away due to its own indiscretions. How does Air Canada expect to be a leader in the airline industry when they offer such poor service to customers and their own employees?
