You talked about complaints. A company has to have goals, and time and effort are needed to achieve those goals.
The number of complaints is no longer as important a criterion for evaluation as it used to be. There will always be exceptions. Anywhere you go, you always find exceptions to the rule. I'd like to know what your specific criteria are to evaluate progress at Air Canada. Complaints are one way to evaluate progress, but not the only one. I'd like to know what your other criteria are.