Air Canada announces service improvements achieved, campaign ends - customer service commitment continues

Air Canada announced today that customer service has significantly improved thus bringing the airline's 180-day campaign to an early close.

Robert Milton, Air Canada President and Chief Executive Officer summarized the campaign in a final report released today. "As we navigated the complex challenge of integrating two airlines during peak summer travel, our customers clearly expected better service from us - and quickly," he said. "We listened, we took action and we have delivered."

Wait times on Air Canada's reservations telephone lines are now shorter as agents from both airlines access an integrated computer reservations system.

Passengers are now checked in quickly by customer service agents from either airline or by using self-service Express Check-In kiosks, available at major airports Canada-wide. Baggage handling processes have also been significantly streamlined.

Mr. Milton also emphasized the airline's ongoing commitment to customer service, particularly given industry realities. "Factors beyond our control such as severe weather, air traffic control delays, airport construction and, I might add, holiday travel congestion, will always present operational and customer service challenges. During such circumstances we will make every effort to provide the best possible customer service," he said.

The report also highlights upcoming Aeroplan customer service initiatives including more than doubling the number of Aeroplan agents by the end of February and a new toll free telephone number and dedicated staff for redemption travel booking within Canada.

"Air Canada customers deserve the very best service an airline can provide. We will earn our customers' business, listen to their feedback and always strive to be ahead of their expectations," Mr. Milton concluded.