When I have to pay as much as a grand for just one way ticket, I expect a decent service. I want to share my experience with Air Canada which I believe is pretty similar to Peter Milobar’s.

Earlier this year, my flight had been canceled so I had to contact the call center. It took me an hour and a half to reach the agent. Not only did I have to wait for so long, but also the employee that finally picked up turned out to be quite rude and disrespectful.

http://i1.ytimg.com/vi/oY0uTMTBKRM/0.jpg

Like what Peter said, I think that Air Canada must greatly improve its customer service in order to sustain its customers’ loyalty. Even though Air Canada is the national airline and pretty much dominates the country’s airline business, it is facing more and more low cost competitors. Some American-based airlines are even now considering landing in the Canadian cities. More customers’ complaints could be observed online through http://whyaircanadasucks.com

I think that one way the company could resolve these issues is by creating a survey for clients to provide their satisfaction feedback. Furthermore, I think that organizational culture and human resource management should be paid more attention to. Air Canada must somehow make employees feel more enthusiastic and feel like working. The company might want to reduce their employees’ working hours, create a more comfortable atmosphere, and or integrate long working hours with frequent short breaks. To reduce the phone pick up time, they might need to hire more employees. These solutions come with a higher cost. But like Zappos, they would be proven useful in the long run.

Peter Milobar’s blog:
https://blogs.ubc.ca/petermilobar/
Source:
http://whyaircanadasucks.com
http://globalnews.ca/news/1483295/new-ultra-low-cost-air-carrier-jetlines-aims-for-spring-launch/