Airline Service Quality Project


Consumers’ Association of Canada (CAC)




This report assesses the quality of airline passenger services in the following categories: pre-flight services, in-flight services and amenities, post-flight services, baggage services, service interruptions, and passengers with special needs. The Consumers' Association of Canada (CAC) searched for a best practice policy from the consumer's perspective, reviewed proposals for passenger bills of rights in Canada and the United States, and compared the results with the policies and practices of Air Canada. The CAC outlines the existing best practice policies of the Canadian, and to a lesser extent United States and United Kingdom, airline industries and makes service improvement proposals according to each of the six research categories.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Consumers’ Association of Canada 
436 Gilmour Street, 3rd Floor 
Ottawa, Ontario  K2P 0R8
(613) 238-2533
(613) 238-2538

Source: Consumer Policy Research Database

Date Modified: