According to the figures the company uses in its communiqués, 6% of travellers were dissatisfied. That survey does not tell us how many francophones were polled. However, out of 42 million passengers, a 6% rate represents a critical mass of 2.5 million passengers who were not satisfied with their service.
I would ask questions. Why were the recommendations that followed the audit not implemented, even years later? How is it that the airport does not provide active offer? How is it that there isn't a business culture that ensures that the policies that are well accepted by management are also well communicated to employees who provide services directly to passengers?
As members of Parliament who travel, you can refer to your own experiences on the nature of the service. On the one hand, there are Air Canada employees who provide an exemplary service and are clearly proud to do so. On the other hand, certain employees absolutely do not know how to call on a bilingual colleague in another part of the plane to answer a service request that is made in French. Not only does there seem to be a legal void, but also a communication void, a gap between policies that seem appropriate, and their implementation.