Air Canada reported today that airport customer
service improvements are now in place and that the airline`s key objective of
stable and consistent service is being achieved ahead of schedule.
Integration of the Air Canada and Canadian Airlines computer reservations
systems was imperative to streamlining customer reservations and check-in
processes. This, as well as the integration of both airlines` customer service
workforces, was successfully accomplished in October.
“By the end of November, after 120 days of upgrading airport facilities,
adding staff and achieving our workforce agreement, integrating computer
systems and centralizing system operations, we will have accomplished the key
customer service improvements we committed to at the start of the program,”
said Robert Milton, President and Chief Executive Officer. “Our customers are
telling us that they are already noticing the difference: consistently better
service and sooner than expected,” he reported.
Overwhelming consumer response to Air Canada`s October seat sale, part of
the airline`s commitment to fair and competitive pricing, is resulting in
unprecedented call volumes at reservations call centres. Telephone wait times
are expected to further improve in the coming weeks, once the seat sale is
“It is only realistic to expect that events such as seat sales,
operational disruptions due to weather, air traffic control delays,
infrastructure limitations and other factors beyond our control will continue
to have an impact on levels of service. This is the reality for the entire
airline industry,” he added.
Mr. Milton concluded by thanking customers for their patience and support
in the past months, stating, “Air Canada has always had a strong tradition of
constant improvement and innovation in customer service. Our commitment is to
customer service excellence within the environment we control.”
The October progress report is available on the Air Canada website at
www. aircanada.ca by selecting “Airline Integration” on the home page and then
selecting “Our 180 Day Commitment”.