Air Canada Reports Customer Service Improvements Ahead of Schedule

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 over.

"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."