Audit of service delivery in English and French to Air Canada passengers : final report : SF31-109/2011

The audit had four objectives: to determine whether Air Canada’s senior management had made a commitment to offer services of equal quality to passengers in both official languages; to determine whether Air Canada actively offered and provided services in both official languages in airports where it has language obligations and on flights on designated bilingual routes; to determine whether it consulted representatives of official language minority communities in the various regions to identify their bilingual service needs; and, finally, to determine whether the institution effectively monitored the quality of its service delivery performance in the language of the official language minority community, both in the air and on the ground.

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publications.gc.ca/pub?id=9.673131&sl=1

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