The Shortcomings Of Airport Services And Air Canada

By Rupert Johnson

A get-away vacation is supposed to be an enjoyable experience. But sad to say that nowadays it can be a very onerous task especially if you decide to get to your destination by way of an airline. Putting aside the nerve-racking experience of commuting to the airport, the degrees of frustrations at the airport terminal and on board the airplane are enough to make your vacation intolerable.

Who can ever forget the frustrations with the oft-times out of order self-service machines when scanning the passport information! Then comes the long wait in the long line that leads to the check- out counter. By now you are getting frustrated, exhausted and stressed out. But your stress level has just begun.

For example, at Terminal 1, Pearson International Airport the lengthy walk from the check-out counter to the security area and the departure lounge is almost unbearable. For the older folks with leg problems wheelchair service is available, but due to inadequate staffing you sometimes have to wait a long time for this service.

Your arrival at the security area can be extremely intimidating. For example, the taking off of one’s belt can be a humiliating nightmare for a man trying to keep his trousers from falling. Not to mention the agony of people with chronic back problems when they have to remove their shoes and put them on again. And remember that you can easily forget to retrieve your watch, chain, necklace, keys and other accessories after completing the security check.

All of the above are general airport frustrations due to the reality of today’s world which are not connected to any particular airline. But some airlines have done little or nothing to lessen these frustrations. As a matter of fact the service of many airlines (such as Air Canada) has deteriorated over the years. I point out Air Canada since it is our national Airline and therefore its service should be exemplary.

Travelling with Air Canada during the 1960s, 1970s and even the 1980s was enjoyable. The airline staff at the Toronto airport terminal was fairly efficient, courteous, and helpful. And the service aboard the airplane was tolerable. All passengers were served a complimentary hot meal along with coffee and other drinks. These were withdrawn when the price of oil sky-rocketed. But the price of fuel has fallen significantly so what is the excuse?

Sad to say it is no longer enjoyable travelling with Air Canada. My recent experience with this airline is the very antithesis of what it used to be. Common courtesy and helpfulness have been abandoned, and the general service aboard the plane leaves much to be desired.

Gone are the days when even a measly bag of potato or cassava chips were served. You would be lucky to be served a complimentary cup of coffee these days.

On a recent trip to Jamaica, a customer was treated with utter contempt and lack of respect by one of the airline crew. Owing to a slight turbulence on board the airline no coffee was served. But long after the turbulence subsided the lady customer requested a cup of coffee from one of the attendants. To our surprise she was told in an indifferent manner to walk along the aisle and get the coffee herself.

It should be noted that a significant number (about 90%) of passengers were of African ancestry. By and large no respect was shown to these passengers. There is no doubt that Air Canada needs stiff competition on its flight to Jamaica In order for it to improve its service. Where are the Jamaican and Caribbean Airlines?

May I point out that even during the heyday of Air Canada many years ago it never came close to the elegant service aboard Air Jamaica. I, therefore, yearn for the return of Air Jamaica as a first class international airline that makes regular trips from Toronto to Jamaica and vice versa.

Rupert Johnson can be reached at: r.b.Johnson@sympatico.ca.