Lowered competition leads to even lower customer satisfaction in Canadian air travel


If you feel like customer satisfaction is an afterthought with airlines today, you aren’t alone. An op-ed in Cantech Letter quotes Desautels professor Karl Moore as naming competition, or a lack thereof, as the culprit: many North American routes are served by fewer airlines these days.

Ottawa is currently mulling a passengers’ bill of rights, which would do away with practices like overbooking seats, but Air Canada CEO Calin Rovinescu defends these practices. Prof. Moore says that Air Canada’s service is no great shakes, but “judged against what the US carriers are offering, it looks pretty good.”

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