Thousands of Air Canada clients got the email entitled “Letter from Mike.” It was later published on the Air Canada website. Is it time to resign? Air Canada CEO admits it’s been a rough summer season, excuses disturbances
In it, Rousseau goes over the customer care hurdles the airline company has been experiencing and just how it plans to conquer them, along with some data concerning what development is looking like for the provider.
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This is the 2nd letter the CEO has actually sent out to customers this summer. The very first was sent in June, where he introduced that some “significant reductions” were concerning Air Canada’s July as well as August schedules to make certain better customer service amidst climbing traveler traffic.
” Today, I am writing to update you on the development we have made to date to return our airline to its pre-pandemic requirements for customer care,” Rousseau wrote, giving thanks to clients for their loyalty.
He added that every week of the summer, Air Canada’s web traffic volumes raised and are currently nearing 80% of the consumers the airline company served in the pre-pandemic summer of 2019.
Then, “in the spirit of transparency,” Rousseau shared some metrics that show enhancements taped between June 27 and August 14, throughout which 6.4 million tourists flew with the airline.
There was a 48% reduction in trips that were delayed for longer than an hour, and the delay time is just getting shorter. As of the week of August 8, hold-ups averaged 12 minutes.
Trip terminations also saw a significant dip.
” During the week of August 8, there was a 77% decrease in the variety of terminated flights as compared to the week of June 27,” Rousseau mentioned. “The substantial majority of clients experiencing terminations, commonly as a result of weather or various other unforeseen factors, had the ability to take a trip within 24 hours.”
He talked about baggage handling, which has actually been a majorly troublesome area for Air Canada travelers. Numerous visitors have shared horror stories regarding shed bags on social networks. Today, according to the CEO, baggage handling has actually boosted one of the most out of all fields.
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” During the week of June 27, messing up prices per 1,000 clients was around 2.5 times the very same number in 2019. As of the week of August 8, this price completely recuperated to 2019 levels with a luggage handling success rate of 98%.”
He talked about luggage handling, which has actually been a majorly bothersome area for Air Canada visitors. Numerous visitors have shared scary stories regarding shed bags on social media. Now, according to the CEO, luggage handling has improved the most out of all areas.