Garbage airline. Garbage service. I don't expect perfection from any service industry. Airline travel is a complex process that has to balance multiple factors in order to get you from one area to another. However the delicacy of air travel is NOT an excuse for pathetic on-ground customer service.
Air Canada staff have a great way of trying to make things your fault. They do not show any kind of empathy. Air Canada staff must have great shoulders from all the shrugging they do (saw that comment on Twitter). Air Canada staff, in general, are the rudest, laziest, and least effective staff I have had the misfortune of dealing with.
However, the fault does not lay entirely on the ground staff. This culture of laziness, blame, and lack of empathy starts at the top. It's clear that management has instructed their staff to block and just repeat well-rehearsed lines. The entire culture of Air Canada is pathetic. Air Canada can say whatever they want, but deeds speak louder than words. This company does not care at all. They just want your money. The lack of competition in Canada makes it easy for Air Canada to be rude and uncaring.
If Air Canada ever goes belly-up, I won't shed a tear. Save your money, go with another airline.
P.S. It takes approximately 15 days to respond to an online complaint and 30 days for baggage complaints. Quality service... pathetic. Two things are clear 1) The volume of complaints against Air Canada is so high that it takes them that long and 2) they hope that by waiting so long you won't care any more. Why do you think they want you to complain on a online form (which has a time limit)? The lack of immediate help is probably purposefully designed so you won't go ahead and complain.