Bashing Air Canada has been a national pastime for decades. You’ve heard it all before – zingers like the purported internal motto “We’re not happy until you’re not happy.
But when the carrier was recently named Best North American Airline in the Skytrax World Airline Awards for the sixth time in eight years -- and still took a snide kicking from our national broadcaster -- AC VP Global Sales Duncan Bureau unleashed a rant.
“Yes, we make mistakes. Yes, machines break. Yes, storms impact our business. Yes, we are reliant on a massive network connecting millions of passengers daily being perfect. But the vast majority of the time we deliver all of the above without incident on the more than 1,500 flights we operate daily, for 42 million passengers per year.”
Bureau was responding to a CBC.ca article headlined: “Survey Ranks Air Canada As Top North American Airline – Is It True?” CBC wasn’t the only news outlet to take a dubious view of the ranking. A Global News article was headlined: “Canada’s Airline Rankings Pale In Comparison To Global Competitors.”
There’s some truth in that. Despite leading North American carriers, Air Canada placed 29th in the global table. Porter Airlines, which tends to be a media darling, ranked 55th, WestJet 58th and Air Canada Rouge a pretty dismal 99th. But other well-known carriers didn’t fare well either. BA was 40th. Delta, the top U.S.-based performer, was 32nd. AA was 74th and black-eyed UA dropped 10 spots to 78th.
Skytrax bills its awards as “the Oscars of the aviation industry,” and the result of “the world’s largest airline passenger satisfaction survey.” This year, there were just under 20 million surveys completed. 20 million!
Is it a perfect survey? Is there such a thing? I would say no and no.
I would also say that after flying on and observing Air Canada for over 25 years, I’ve never seen it looking better.
That's not to say I haven't had bad experiences with the carrier over the years that left a sour taste. No airline is perfect. But I’ve had really great flights with AC too. I’ve had excellent service on Rouge. I’ve also had generally terrific experiences with WestJet and Porter, while friends have reported the opposite. Take a trip through the comments section on the CBC article mentioned above – over 550 of them – and you’ll see the gamut of public opinion.
Another thing: there are so many other irritants to the flying experience these days, many of them beyond the control of the airlines, that a large portion of passengers are in a bad mood almost all the time. It’s hard to impress people who’ve just spent 1.5 hours in security lines.
I’m glad that Duncan is mad. It means he cares. And to me, that’s the biggest change I’ve seen in Air Canada over the past few years. Staff, in my experience at least, have a pride in their employer that wasn’t nearly as prevalent in the bad old days. There are new planes, new destinations, a fresh look, and the airline is making money in a notoriously difficult business.
And when I listen to AC’s quarterly earnings calls with financial analysts I hear a confident group of executives speaking to an impressed group of hard-to-impress folks.
So take a bow, AC. Best on the continent and #29 in a universe of over 300 carriers is a result. And you’re still gaining altitude.
Bruce Parkinson Editor-in-Chief
An observer and analyst of the Canadian and international travel industries for over 25 years.