What makes a consumer choose a certain airline over another? What is the difference between Air Canada, United, Delta, American Airlines, Lufthansa and so many others? I would say of course the route, the time and the price. If all of those variable were to however be put as ceteris paribus those companies would have nothing but a reputation.

If that was true and I was faced with the choice of airlines, I know which one I would definitely not choose, Air Canada. Not because of their airplanes or their staff, but simply because I have personally been a victim of their overbooking policy and it is frustrating and inconsiderate.

The problem with unsatisfied consumers is not only that they are the ones buying from the company but also that the company is failing to deliver the one thing they are suppose to, the one thing the costumers pay for: a seat at the plane.  The act of overbooking is selling something that is not there, is selling more then what you have. It is like selling all of the existing apples AND the promise/probability that one of the people that previously bought the apple will no longer want it anymore all of that with no assertion whatsoever to anyone that they for sure have the apples. Booking an Air Canada flight feels more and more like gambling.

Response to Tamar Batrawi’s Blog: https://blogs.ubc.ca/tamarbatrawi/2013/11/16/air-canada-why-dont-you-just-do-your-job/