On that point, I think there is a difference between institutional bilingualism and individual bilingualism. In the case of institutional bilingualism, the institution itself must provide services in both official languages. However, I think it would be difficult and perhaps socially unacceptable to require that all Air Canada employees be bilingual.
I have no objection to it being the institution that provides services in both official languages. Consider the example of my trip to Wabush last week. When I arrived, I saw that the employee at the counter was a unilingual anglophone. I asked her to serve me in French. She looked at me for a moment and then agreed to my request. She went to find someone who was bilingual. A little later, after going through security, I realized the same unilingual anglophone employee was checking passports before boarding. There was a bilingual employee somewhere. I was a bit angry, but I have learned over the years that, in these kinds of cases, when you are not served in French, the best thing is to take notes and file a complaint with the Office of the Commissioner of Official Languages.
I am not sure the bilingual person who was sent to me was part of Air Canada's staff, but I am inclined to believe so since that individual was standing behind the Air Canada counter. In that kind of situation, Air Canada could probably have assigned that bilingual person to both counter service and checking boarding passes. I could not tell you why that was not done. Without closely examining matter, I would say that bilingual capacity was there.
I do not understand why, in 2017, unilingual employees are assigned to services that should be bilingual. Earlier I spoke with Mr. Généreux. I think the time has come to slap Air Canada on the wrist.