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It’s Us or The Bus

Air Canada: for $35, we’ll let you talk to customer-service reps who can actually help you with a cancelled flight

In what alternate universe does Air Canada exist? I can only imagine the internal rationalizations as they came up with this idea.

“Customers will love this”
“We’re giving them choice”
“The price is fair”

(Sidenote: The title of this blog post is a direct quote from an Air Canada employee at Toronto’s Pearson Airport that I overheard while waiting to check-in for a flight)

Jon Lax More posts by Jon Lax