Official Languages Committee on Oct. 27th, 2009

[Louise McEvoy]

The reason why it's mandatory is that flight attendants have very different and varied schedules. Both flight attendants and passenger service agents in the airports are never in offices. They are either on board an airplane or at a counter. So time has to be set aside during work hours so that they can take this kind of course, particularly since it's a course designed to increase the awareness of people who are not bilingual. Indeed, there isn't necessarily very great interest. Once they've taken the class, we get a lot of positive comments because we've just demystified bilingualism for a lot of employees, even if we communicate a lot about language issues. That's a fact.

In Vancouver, for example, in September, all non-bilingual airport employees went to this course. There were two courses a day, half-day sessions, for all airport employees. Not all the flight attendants necessarily attended the course, but we communicate with them regularly concerning the obligation. You said you heard: “Sorry, I don't speak French.” I'd be pleased to know when, on what flight, because that the basis for a complaint—

[Lise Zarac, Liberal, LaSalle—Émard, QC]

As my colleague did, I'll send you the information, the date and flight number.

[Louise McEvoy]

Yes, because every time we receive a complaint, that gives us the opportunity—even if it's not something necessarily positive for you who've taken the plane—to give the employee a reminder. In general, employees tell us they don't remember answering in that way, but that's what happened.

[Lise Zarac, Liberal, LaSalle—Émard, QC]

It happened a number of times on that occasion.

[Louise McEvoy]

I see.

[Lise Zarac, Liberal, LaSalle—Émard, QC]

I'd like to go back to complaints. I agree with what has been said thus far; you really have to look. I wasn't really looking in the magazine and I didn't find it until the end. If our flight is too short, we haven't had the time to get to the end. That's the problem. You say there have been more comments, but there has been an additional campaign, and that probably explains that increase. I don't think it's clear that you can complain; that leaves something to be desired. The little card that we used to have was more effective. It's not just a matter of service; it's also a matter of safety. It's all well and good to have bilingual videos, but I think all passengers have to follow employees' instructions when there's an incident.

Do I have any time left?

[The Chair, Conservative, Steven Blaney]

You have one minute left.

[Lise Zarac, Liberal, LaSalle—Émard, QC]

You mentioned costs. Of course, training costs money. I'm well aware that good training is costly. I understand you've taken steps to hire bilingual employees, but don't you believe the solution to your problem would be to put more effort into finding bilingual employees from the outset? You'll save on current expenses. I'm not saying you won't have to do that later.

[Louise McEvoy]

I agree with you. So this year, our objective was to hire 100% bilingual personnel for the summer at the airports. In some cities, the rate was 100% or 90%. In others, however, in the west for example, despite the fact that we placed a lot of ads, we found only 30%. This is nevertheless definitely a way to increase our capacity.

I entirely agree with you with regard to the courses. We're currently allocating approximately $1.5 million a year to language training. That's an amount that we think we can—

[Lise Zarac, Liberal, LaSalle—Émard, QC]

We met with VIA Rail representatives last week, and I can tell you they are an example to follow.

[Louise McEvoy]

I wouldn't want to start making comparisons, because VIA Rail has 3,000 employees, whereas we have 10,000 who are in contact with the public.

[The Chair, Conservative, Steven Blaney]

Thank you very much for that clarification.

We'll now go to Ms. Guay.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

Thank you, Mr. Chairman.

Thank you, ladies, sir.

I've been a member for 16 years. I've taken Air Canada flights many times and have filed a lot of complaints. I don't have enough fingers to count them.

[Royal Galipeau, Conservative, Ottawa—Orléans, ON]

You probably don't have enough toes either.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

No, probably not.

It's really insulting to have someone answer you with: “I don't speak French.” Particularly when it's said rudely, thank you. It's nearly impolite. And they don't tell us they're going to get someone who speaks French. We wait 20 or even 25 minutes before someone comes and sees us. But this is an essential service for Air Canada. I don't understand why you haven't yet solved this problem.

You'll have to find a much easier method of access so that people can file complaints and you can get an accurate picture. Most people don't even open your magazine; forget that. In addition, you're doing a best employee promotion. So everyone's mixed up. People don't know whether it's for a complaint or to promote the best bilingual employee.

I think this is a somewhat roundabout way of doings things. I think it's unhealthy to enable people to file complaints this way; it doesn't work. There are people who come and see me at my riding office to tell me that it makes no sense, that they took the plane and that they couldn't even get service in French. They ask me how they should react. Your little folder doesn't work. You'll have to find another way that is less costly, very effective and that you offer people when they enter the plane. Then you'll get the real picture. For the moment, you don't have it.

I often travel with Air Transat, which offers me completely bilingual service, from the pilot to the flight attendant. Everyone speaks English and French. The trip is much more pleasant.

There's a lot of work for you to do. I understand that you bought another company that wasn't necessarily as bilingual as Air Canada and that you have to make an effort, but I believe you're a for-profit company and that you can put measures in place that are not necessarily costly. You have to do recruitment. I've never seen French-language recruiting ads in the newspaper. But I'm in Quebec. And if there aren't any in Quebec or New Brunswick, there's a serious problem somewhere. When you have employees leaving, make an effort to replace them with bilingual people. They aren't just in Quebec; they're everywhere, New Brunswick and Ontario. So ask around to get bilingual people; in that way you'll avoid additional costs and you'll have qualified people.

Personally, I don't want to travel with Air Canada and be told: “I don't speak French.” This is 2009, and that's become unacceptable. It isn't simply up to the government to pay for that; you're making money, so invest part of that money in this.

[Louise McEvoy]

That's what we're doing. We've invested in a course entitled, “Un moment s'il vous plaît.” The title of the course says it: if employees can't serve a customer, that's what they have to say, not: “Sorry, I don't speak French.” That's the basis of the “Un moment s'il vous plaît” course. We've offered it in Vancouver, where there are major needs. It's going to be given right across the country, for every person who is not bilingual.

In Quebec, we don't have any problem hiring bilingual people. Outside the province, we have some problems. In the Maritimes, we have far fewer problems than in the west, of course, but training is the secret to increasing our capacity.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

You have to force the training, not just offer it.

[Louise McEvoy]

That's what's being done.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

If you just offer it, people can say yes or no, whereas if you tell them they have to have a minimum knowledge of French...

This also affects the entire matter of safety, which is a major concern to me. I've seen flight attendants going quickly down the rows and telling people to buckle their seat belts in English, but the person seated next to me asked me what the flight attendant had said.

This is extremely dangerous from a safety standpoint. Work really has to be done because you could have serious problems at Air Canada as a result of communication. You don't always have time to switch on the little bilingual recording when things start to shake in the aircraft. Sometimes it doesn't even work. So if your staff isn't perfectly bilingual and can't speak to people quickly—

[The Chair, Conservative, Steven Blaney]

Thank you.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

—you don't look too good. I think this is an essential service.

[The Chair, Conservative, Steven Blaney]

Thank you very much, Ms. Guay. You've had a 19-year career in politics. I was going to ask you whether you were a minor when you were elected for the first time.

[Monique Guay, Bloc, Rivière-du-Nord, QC]

I was elected 16 years ago, Mr. Chairman. I was very young.

[Some hon. members]

Oh, oh!

[The Chair, Conservative, Steven Blaney]

Ms. Boucher.