If this were 2 years ago, I would have 1 starred you. But you know what, you're not that bad when compared to some of the other North American lines. Delta and American Airlines, I'm looking at you.
Over the past year, I've noticed a change in your traditionally surly, rude, unionized and entitled staff. Granted, I don't interact with them much. I keep my earphones in. I check in online. I don't check baggage. But when I do have a bag, sometimes, they actually smile. Every once in a while the gate agents doesn't "huff" at me when I ask a question. And once, I even got a free glass of wine on a flight. I honestly didn't think that was real, or possible. I was floored by this show of care. It turned out to be the flight attendant hitting on me, but so what? It was the kindest thing that has ever happened to me on Air Canada, and I've been flying with them my whole life.
But honestly, I think what's made all the difference, is your Twitter handle.
@aircanada gets stuff done. They have found me a seat on a plane--that I had paid well in advance for--when gate agents have told me I'd been put on standby. They've been kind enough to find out answers to my questions about their points program, again when gate agents have scoffed and told me to go look it up myself. Basically, their twitter handle has changed Air Canada for me, calming me down when a real life interaction with a gate agent is souring. Making me smile when I land from a flight to see I've been heard by someone in your organization. Thank you @aircanada. You truly rule.