I would like to add something about the the number of complaints and the increase in the number of passengers.
When the president of Air Canada testified before us, we filed a complaint regarding official languages, on the company's website. At a certain point, we were no longer able to access the site to file our complaint; the site blocked us. I'd say that the fact that complaints have not increased is due to the fact that people can't access the site. There are no phone lines, or if there are, you are on hold for half an hour.
I think you need to change what you have just said to some degree.