Air Canada, the airline that grew from the terrior of the Canadian Federal Government. I believe Air Canada’s brand promise is “we aren’t happy until you’re not happy." The sad part is they successfully fulfill their promise on a regular bases. You definitely get the impression that they are driven by the bottom-line and customer satisfaction doesn’t enter into the decision making process unless they can save money. Everyone has a horror story and the airline is a continual butt of many jokes. That being said, I am sure there are many good stories that never get heard. The good thing is their planes stay in the air when they should and you do get to your destination safely. I would classify this brand as having some sharp undertones that aren’t pleasant to the palate but is tolerable understanding that the alternative choices are few.Score - 68
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