Air Transport World

Passenger Service Award Air Canada.

The basic objective of every airline is to deliver its passengers on time and in one piece from point A to point B. For many, that accomplishment represents a sufficient standard of achievement, everything else being, as they say, gravy. Others aim a good deal higher. These are the airlines that year in, year out, are in the running to be recognized by ATW for the quality of their service product.

Distinguishing among them never is easy. Each advance in cabin seat and entertainment technology raises the bar. But hardware and amenities can take an airline only so far. Ultimately, the human element is what causes passenger service to rise above the merely good into the stratosphere of excellence. …

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