Once upon a time, Air Canada, now 71-year
old Canadas flag carrier was one of the few worlds most popular
airlines. I very well remember the second half of 1970s, when Claude
Taylor, then the airline's famous and outstanding President and CEO, was
the star of IATA AGMs as well as many other airlines
conferences and conventions. Whenever he talked, everyone listened and
listened carefully. Unfortunately, however, starting 1980s the same
airline faced a series of financial and other problems for a number of
years. The situation worsened to an extent that in April 2003, the
company filed for bankruptcy protection. Parallel with
that, the Air Canadas popularity was deteriorating.
It was a long time I had not flown Air
Canada and my Aeroplan miles have remained static. Last month when
I decided to have a trip to Los Angeles, I thought of giving the airline a
try. I was amazed by the improvements and novel ideas which have been put
in place. The airlines website has become so informative and user
friendly that one would enjoys browsing it for hours. While, trying to
find a fare for my trip, I was offered an amazingly low airfare that my
eyes couldnt believe. Under existing circumstances particularly with
rising fuel prices, a roundtrip fare of $367.25 Canadian was
certainly the best I had seen in many years. I didnt waste a minute
taking it, because I knew I couldnt get any better airfare anywhere else.
Subsequently, the idea I liked a lot was that just couple of days before
my departure, I received an email suggesting that I print my own boarding
pass and carry it to the airport. Honestly, I didnt know what difference
that would make, but later I realized what a great idea it was in saving
so much time at the check-in counter. It took me less than a quarter of
the time one normally spend at check-in counter.
I arrived at the gate well ahead of time,
but later it was announced the flight going to be delayed due to late
arrival of the aircraft. That didnt bother me a bit; but something else
disappointed me. As an ex-airline fellow myself, I cannot emphasise any
more that how employees attitude can affect the airlines fame. Lets say
that the airlines employees can make or break the company in many ways.
At the gate there were one man and a woman employee sitting idly waiting
to board the passengers, once the aircraft is in. On two occasions I
approached each one separately to ask a simple question. With due respect
to all Air Canada employees, whom the majority, I believe, are nice and
helpful, these two were so indifferent, unfriendly and bitter; who would
make anyone in needs of talking to them for the second time, think twice.
To my surprise, when they were conversing with each other, they were so
pleasant and laughing, but once they were encountered a passenger they
changed to an unwelcoming attitude completely withheld their smiles. I
hope the management would find a solution this important matter.
When arrived onboard the aircraft, from
the very beginning everyone was very welcomed and felt the friendly
atmosphere. First the crew apologized for the delay, then, they offered a
round of complimentary drink to make up for the late departure. Lets face
it, a drink only costs five dollars for a passenger, but as the airline's
good will is worth a lot. The same but a better service was extended on
the way back to Toronto. Among the several very pleasant cabin crew, was a
lady flight attendant, who was identified only as Mary. While she
was doing her job efficiently, she was particularly delightful, smiling,
very friendly and helpful to all passengers. She was such a caring hostess
as if Air Canada was her personal property and she is entertaining her own
guests. In my opinion, these are the type of employees who make a
difference and leave a pleasant and unforgettable impression on passengers
for a long time.
One other thing that caught the passengers
attention was the interior of the Boeing 767. It was so refreshingly new,
comfortable and practical as if the aircraft was out of the factory the
day before. There was one monitor right in front of each passenger with
several choices of movies. Later I found out that Air Canada has embarked
on a plan called Project XM that has started
in July 2006, and scheduled to be completed by early 2009. The Project XM
that represents Extreme Makeover is costing the airline over
$300-million Canadian for aircraft interior replacement to install new
cabins on all aircraft, except those which are to be replaced soon with
newer types.
To make the long story short, I was so
pleased to see Canadas national carrier getting back to the glories it
deserves and making the Canadians proud again. Congratulations to the
airlines management and employees for the good work.
