Wrong apples fell when the Air Canada tree was shaken

My reader knows I've got a jones for Bob Milton and Air Canada. So, when I read in the Globe and Mail that he's shaking the executive tree, but hasn't fallen out himself, I am saddened. Here's a snip:

TORONTO and OTTAWA -- Air Canada chief Robert Milton shook up his executive roster yesterday, replacing a key vice-president, as the federal government prepared its plan to help the troubled national carrier.

Shifting out of the top ranks is Rob Giguere, who was effectively the airline's chief operating officer. . . . Mr. Milton, chief executive officer, said he has split the airline's operations staff into two groups to place a stronger focus on each of customer service and hard operations.

The story speculates that Air Canada may be now trying to catch up with rival, Westjet, in customer service. That's going to be a Herculean effort (or Sissyphan -- for those with experience on the receiving end of Air Canada's may efforts to enhance its customer service).

On that note, Westjet is apparently competing on a new tack with Air Canada: loyalty points. As noted in this item in the Toronto Star.

Posted by Grayson at April 26, 2004 07:55 AM