Thank you, Mr. Chairman.
Good morning and thank you for being here today.
You provided us with some numbers with regard to complaints, which is something that really interests me. In a previous life, I worked in the senior management complaints department in a big company. You said that one complaint is one too many. That's right. But I would like to advise you of something. If you receive 355 complaints within a five-year period, but you know that only 1 person out of 17 will file a complaint, those 17 unsatisfied customers will tell another 20 people about their experience. Consequently, 25,000 people will have a bad opinion of your service. I am tempted to ask you a question. For Air Canada, what exactly does it mean when an employee is designated as bilingual? Is it a matter of respecting the law, providing better service to customers, or making sure that security is second to none?