Disclaimer time: this blog post might be a bit more biased than usual as it has afflicted a member of my family. You see, a few days ago my mom flew back from Greece and had to use Air Canada instead of our usual plane company, Lufthansa. To summarize in as few words as possible, let’s just say that her experience didn’t inspire her to switch companies in the future. After her laments, I did some research and was not particularly surprised to see an article from Canada.com that said Air Canada gets the most formal complaints from any airline in Canada. According to the article, what Air Canada is mainly missing, which I believe a lot of companies are, is the ability to give competent or decent customer service. For most people, the solution would be simple: just have Air Canada give better service. To those people, I raise an important question- HOW will Air Canada give better service? Having learned about Zappos in class, I am confident that to give better service Air Canada has to not only improve its work conditions, but also cultivate fierce loyalty to the company. To do this, Air Canada would have to give intense employee training with the promise of a fun, relaxed working environment as the reward. By building a fun “culture” around its company, employees would be happier and in turn be more productive and give better service. With better service, Air Canada could really take off (I just kill it with the jokes) as a company.