Addendum added December 28, 2006

WHITEHORSE, Yukon -- I could be sitting in a Los Angeles or Honolulu airport and feel like I was already home when I glimpsed a big Canadian Pacific jet nosed into the bay for refueling and loading.

Soon, I would be boarding that baby for the flight to Vancouver where I would transfer to a smaller CP 737 for Whitehorse.

I was a devout fan of Canadian Pacific, as were most Northerners. I loved its efficiency; the friendly, happy staff; the willingness to bend policies in an emergency; and, yes, the food.

People who likened airline food to hospital fare may have flown all the international routes but obviously had never flown CP out of Whitehorse. There, the best airline meals in the world were prepared in the Edgewater Hotel's flight kitchen for many decades.

And service? It didn't get any better than Canadian Pacific.

The company had replaced its noisy prop DC-6s with Boeing 737s in the summer of 1968. I was invited to go on the fun inaugural flight to Alaska's capital of Juneau.

The 100 guests acted giddy and goofy. Frequent northern flyers were excited about the modern-age aircraft that could cruise at speeds up to 500 miles an hour. Seven-hour flights to Vancouver and Edmonton would now be whittled down to two hours. Passengers could glide gracefully above the clouds in the heavenly comfort and quiet of a pressurized cabin. The guests were euphoric as they gulped another glass of celebratory wine.

Nobody could have guessed that within 30 months the 737 would be pressed into service for a purpose other than passenger transportation.

The afternoon of November 7, 1971, local resident Doug Phillips took to the sky in a single-engine, four-place Cessna 172. On board were Dave Young and Red and Shirley Lewis. They were sightseeing some 60 miles south of the Whitehorse airport when the weather suddenly deteriorated. The young pilot became disoriented. The white-out problem was exacerbated by the fall afternoon's fast-fading daylight.

The needles on the fuel gauges dipped precariously toward empty. The pilot did not panic. He began circling while trying to contact the tower by radio.

Unless he was instrument trained, it would be nearly impossible for him to maintain a flying attitude without a visual reference to the ground or having the lights of a shepherd airplane to guide him out of this predicament.

Phillips kept a cool head and proved himself to be an excellent, low-time pilot. But, without doubt, he was in serious trouble. Only a guardian angel could save the aircraft from crashing into a mountainside.

A guardian angel appeared. Its name was Canadian Pacific Airlines. It was on a scheduled run into Whitehorse. The saviour at the controls was Captain Ron Wood. Seated to his right in the cockpit was first flight officer Brian McMahon.

The 737 was lowering altitude as it made the approach to the airport that late snowy, blowy afternoon when the captain heard the radio messages coming from the small aircraft.

CP Air wasn't in the search and rescue business. But an unwritten code says when a fellow flyer is in distress you do everything within your means to assist.

Wood contacted the young flyer and advised him to continue circling. He'd be back in a jiffy, he assured. First, he had to land and deposit his passengers at the terminal.

Captain Wood, who accepted full responsibility for his actions, was putting his whole flying career on the line. He was said to have radioed Vancouver, presumably operations, to advise he needed to borrow the aircraft for a few minutes to conduct some unorthodox business. Whether anybody notified the company president is unknown and inconsequential at this late date.

Within 20 minutes, Wood and McMahon were airborne again in search of the lost Cessna.

Phillips was still making 360 degree turns, as he had been instructed to do. This took nerves of steel. At this point, he was operating on the last 15 minutes of fuel reserve. And he didn't know where he was nor where Captain Wood was.

"Then I spotted a light in the distance," recounted Phillips, who grabbed the mike. Captain Wood said he could see the Cessna.

The Cessna could only maintain an airspeed of 100 to 110 miles an hour. The captain dragged the 737 down to its slowest air speed of 140 miles an hour. The Cessna followed the lights. But Phillips couldn't keep up with the faster aircraft.

When the jet advanced too far out in front, Captain Wood would circle around and shorten the lead position until the Cessna lagged behind again. He had to repeat the circling maneuvre four times.

The shepherd guided the Cessna down through the blinding snowstorm until the Cessna broke out into good visibility. Phillips saw the twinkling white lights bordering the 6,000 feet of runway. He glided in. Both wing tanks were suffering severe fuel starvation. He had landed on less than fumes.

The foursome--their bladders bursting--had been in the air for five hours and 15 minutes since take-off.

If Captain Wood had been delayed a few seconds longer in departing the airport, the story would have no doubt ended in tragedy. Phillips' career as a popular Yukon politician would never have blossomed.

A smiling Captain Wood and flight officer McMahon were as happy to save four young people's lives as the young people were happy to be saved. In a token of appreciation for his guiding the airplane to a safe landing, Captain Wood was an honoured guest during an annual Yukon Sourdough Rendezvous.

Can you imagine the scenario if the pilot had been employed by Air Canada? To borrow an aircraft for a mercy mission would have required consent from a bureaucratic hierarchy and the Ottawa minister responsible for the Crown corporation, who would never reply. By then, the military's Search and Rescue unit would have been looking for four dead people.

It was a sad day in January, 2000, when the bankrupt Crown corporation took over the bankrupt private carrier, which, by then, had been restructured into floundering Canadian Airlines International. There wasn't enough market share and air space for two national airlines. The government won. Money is no object for a Crown corporation.

Policies and fee structures changed overnight as to how freight was shipped and received in Whitehorse. Fresh flowers and daily newspapers were frequently bumped and remained for days in Vancouver, even though merchants paid priority rates.

No more scrumptious meals. The contract was cancelled with the Edgewater flight kitchen.

Former long-term Canadian employees had to adjust, as did the customers who were forced into using the government-owned monopoly for several years.

Then ambitious businessman Joe Sparling sold shares in Air North. He purchased a couple of Boeing 737s, obtained a license to compete on the Vancouver, Edmonton-Calgary runs; and declared Air North open for competition with Air Canada.

Some people are creatures of habit and remained faithful to Air Canada's abuse. Its new aircraft still carried roughly the same number of passengers as the Boeing 737s. But a petite, five foot two-inch Asian lady complained about the cramped space. Not only did she have to assume a position with her knees practically tucked up to her chin, this short lady kept cracking her head on the overhead compartment.

One can therefore imagine the discomfort for a big man standing well over six foot tall. But my friend kept torturing himself. Every Christmas he took advantage of an Air Canada seat sale and paid $500 for a ticket to Vancouver-Toronto, return.

After the holidays, my friend was ready to leave Toronto. He called Air Canada to confirm reservations for a weekday flight to Vancouver where he wanted to stay over a few days to attend a conference.

The agent asked for his credit card number. My friend explained he was already ticketed. He was simply making reservations. No dice unless the agent had a credit card number. My friend relented, thinking Air Canada probably wanted to ding him for another surcharge to provide reservation service.

My friend's plane was an hour late leaving Toronto airport because the bar service wasn't on board; as the delayed aircraft backed out of the bay, it was learned from the disgusted and apologetic pilot, who was responsible for keeping his ship on schedule, that the bar service had been on board all along. Somebody's arse should have been kicked over that fiasco.

Fascist dictator Benito Mussolini had a sure-fired solution for keeping the trains running on time in Italy during the 1930s; somebody got shot if the trains were late. Nazi dictator Adolf Hitler used a similar tactic in Germany.

When my friend came home, he was greeted with a credit card bill for $500 for a Air Canada ticket Toronto-Vancouver-Whitehorse. He tried several times to contact Air Canada on a toll-free complaint department number.

Like the Canada Firearm Centre, the lines were overloaded. The caller was instructed to call back in his next life. Sometimes a recorder clicked in to say nobody was available to take the call but if he wanted to stay on the line for the rest of his life maybe somebody would eventually talk to him. No guarantees.

My frustrated and impatient friend came to the conclusion that his time was worth money. He decided it was more prudent to pay the $500. This doubled the price of his Christmas ticket to $1,000--still a couple hundred dollars less than a regular fare.

A deal's a deal. Air Canada didn't uphold its seat-sale agreement. My friend rightfully felt chiseled out of $500. He vowed never to fly Air Canada again. Now my friend has seen the light. He books passage on Air North. In a backassward fashion, Air Canada did a good service for my friend whose habits needed a jolt to break loose from the pattern.

Then Air Canada turned its discriminatory policies against gun owners who might want to take their firearms on a holiday, big-game hunt, competitive shoot or a gun show.

Christopher di Armani caught Air Canada red-handed. The powers who be had decided that unloaded firearms were somehow "dangerous goods", despite Transport Canada's very clear statement: "The Transportation of Dangerous Goods Regulations does not regulate the transport of unloaded firearms as there are no dangerous goods present."

The letter di Armani fired off to the Air Canada president was posted on his website (www.diArmani.com) and plastered on the op-ed pages of various Canadian newspapers.

"Despite this clear statement from the body whose duty it is to ensure public transportation safety, you and your company are insisting upon a $50 fee each way for those law-abiding Canadians who wish to take their lawfully-owned private property with them on holidays or to sporting events around the nation," an indignant di Armani wrote in the Whitehorse Star (June 9/06).

"Given your company's unwarranted attack on a clearly-identified minority (legal gun owners), I will NOT be using Air Canada for any air travel. I will also be doing my best to inform other law-abiding Canadians that Air Canada is not interested in their business, due to your clearly discriminatory policy.

"It is your right to set any policy you feel you require for your airline. It is my right as an air traveler to choose an airline who respects its customers, which Air Canada clearly does not.

"I have been assured that WestJet, for example, welcomes gun owners and does not feel any need to penalize them for transporting lawfully-owned property."

I learned that the same policy that di Armani had discerned for WestJet is also observed at Air North. But what would one expect from a homegrown jet service rooted in bush flying like Canadian Pacific Airlines was? As long as the passenger is travelling on the Air North jet and the unloaded firearms fall within the 140-pound personal baggage limit, the Yukon's airline welcomes gun owners and does not penalize them with extra transport charges.

Then Whitehorse-resident Roxane Larouche came out swinging. In her priceless Whitehorse Star letter captioned Beware of Air Canada's Extra Charges (July 28/06), the writer threw some powerful, informative punches as to why passengers should boycott the national airline and go Air North, a magic carpet or a broomstick--any mode of transportation should trump Air Canada.

Just like the extra charges bestowed on gun owners by Air Canada, Ms. Larouche wanted the flying public to know that Air Canada doesn't discriminate against which minority groups it targets!

"Did you know that persons with a disability are subject to extra charges equivalent to more than the full cost of a return airfare between Whitehorse and Vancouver if they travel Air Canada?" asked the writer.

"I found out after booking a return flight from Nanaimo, B.C. (British Columbia) to Whitehorse, Yukon via the Internet, that a person with a disability who requires oxygen therapy who flies Air Canada pays twice as much as a person with no disability.

"Even more outrageous is that this person would pay ABSOLUTELY NOTHING EXTRA if they flew Air North, the Yukon's airline. That's right...Air North charges absolutely zero, zilch, nada to accommodate persons with a disability who require oxygen therapy.

"Now, I don't know how much other accommodation or special arrangements may cost but certainly those who require oxygen therapy pay twice as much as any other person...

"I booked a flight via the Internet for my mother to visit my family here in Whitehorse. I booked Air Canda only because this would allow no hassle with luggage, as it would be routed directly from Nanaimo. Air Canada's website states the following:

"'Medipaks of oxygen for customers with respiratory conditions are available at an extra charge with 48 hours' advance notice. Please contact Air Canada Reservations directly.'

"I called the number on the website to inform them of my mother's disability, providing them approximately one month's notice which more than met the advance notice of 48 hours prior to her flight.

"I was told there was a charge of $150 for each portion or segment of my mother's trip. For example, $150 from Nanaimo to Vancouver and another $150 from Vancouver to Whitehorse times two, or there and back, regardless of the length of each flight--even though it is a 20-minute flight from Nanaimo to Vancouver.

"Certainly, I expected that there would be an 'extra charge', as indicated on the website. However, I did not expect that the charge would be more than what the average person pays for a return airfare between Whitehorse and Vancouver.

"I called Air Canada to explain I was not aware that the 'extra charges' would be so substantial and therefore wished to cancel the reservation. They told me that because I had not called within 24 hours, I could not cancel the ticket.

"Further, they explained to me that the $600 fee would have to be paid in order for them to allow my mother to board the flight.

"I explained that I did not expect such a substantial amount, which I suggest is not unlike the average person, and that it was not fair that they would not allow me to cancel the flight given these circumstances.

"I was told, in so many words, 'Too bad, so sad.'

"The only remedy they suggested was that they could provide a credit in my mother's name to travel within one year. This was not a satisfactory resolution, given the same charges would apply (or perhaps more) in the future.

"After a second opportunity and speaking with 'Bruce', a customer service supervisor, I was told I had every opportunity to call and check on the special arrangements and any 'extra charges' related thereto prior to booking the flight and that they would not consider reimbursing me for the ticket.

"Again, the 'Too bad, so sad' story.

"I believe the qualifier of 'extra charges' on the Air Canada website is totally misrepresented and unfair to persons with a disability.

"Had I known that there was such a substantial charge, I would never have booked my mother to fly Air Canada. I will be pursuing my complaint further with Air Canada, but, at minimum, I do not wish the same predicament to occur to anyone else.

"We have heard many complaints about Air Canada in the past. They continue to provide very poor customer service even though they finally have some competition.

"I encourage all Yukoners to fly Air North, particularly if you require special assistance or accommodation as a result of your disability.

"At least we can rest assured that special considerations and excellent customer service will prevail and most certainly, we won't be required to pay twice the fee as the cost of one return airfare to Vancouver."

In between the dates of these two letters cited herein, the head of Air Canada, Montie Brewer, was interviewed on CBC radio.

Air Canada is not the only hard-done-by airline. All airlines are facing horrendous overheads for jet fuel, landing fees, tarmac and terminal space, airport upgrading, airline security, employees' wages, taxes.

But Brewer was saying that in order to compete in the marketplace with low airfares, frills had to be cut. In some cases, like offsetting unforeseen fuel increases, surcharges were added.

When the interviewer asked about the extra charges for a passenger to transport firearms, he said, in effect, that due to lower airfares Air Canada had to charge for extra services. Unfortunately, the interviewer let him off the hook with that reply.

Why not target skiers or other special-interest groups? Better yet, why not demonstrate non-discriminatory practices by charging every passenger $50 for every piece of luggage transported and be done with it?

As for the cost of oxygen therapy exceeding the price of the airfare, that is irrational, if not a racket. It indicates Air Canada doesn't want to be bothered with nuisance passengers, and the airline is doing a smashing-good job of discouraging special-needs customers from coming on board due to its act of extortionary measures.

However, maybe it's a dreadful mistake. The price Air Canada was accused of charging an individual for oxygen therapy is akin to what I think the airline would bill to a government health care program for medivac-ing a patient to or from a Vancouver or Edmonton hospital.

As for the type of aircraft Air Canada is flying into Whitehorse, I couldn't get through on the telephone to confirm. And furthermore I don't give a whit.

My "not caring" dates back to April, 1969. I had no option but to fly Air Canada from Vancouver to Calgary for a meeting. Getting there wasn't half the fun; it wasn't any fun. I had to endure an inedible breakfast that was included in the price of my ticket and served by a grumpy stewardess who had put up with about a thousand too many passengers and was past her prime for retirement.

Since that day, I have kept my vows to avoid Air Canada. If I can't find an alternate airline, I'll walk, hitch-hike, take a broom or a bus. But I don't have any patience for Air Canada.

* * * * *

August 15, 2006

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Addendum: December 28. 2006

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In the November 24, 2006, Whitehorse Star, Julius Debuschewitz carried on with the Air Canada Blastogram in his Musings column captioned We Need An Airline We Can Be Proud Of.

“Earlier this month, Ace Aviation Holdings, Air Canada’s parent company, decided to file for a $200-million initial offering of its shares to make up for a drop in profit reported in the third quarter,” the columnist began.

“They sold 9.52 million shares at $21 each in their first day of trading. “Alas, by the close of the market, Air Canada share value had already dropped by $1.25 and closed at $19.75. According to experts, the shares were valued very aggressively to begin with, and they don’t expect to see the value rise again over the medium term.

“Frankly, that should not come as a surprise to anyone.

“Indeed, what does surprise me is the fact that so many investors actually paid any money for Air Canada shares. Let me explain why I feel this way.

‘”To begin with, airlines are not the most stable companies around lately. Soaring costs and cutthroat competition make it hard to survive in the industry, and turning a really good profit is a difficult goal to achieve.

“In addition, the last time Air Canada went bankrupt--and that is not so long ago-- investors ended up taking a beating.

“I assume all the people now buying Air Canada shares have forgotten that bit of history.

‘”What they shouldn’t forget, though, is the fact that Air Canada is one of the worst airlines around theses days.

“I travel frequently, and sometimes have no choice when it comes to airline selection. Let me assure you that I fervently hope every time that I do not have to suffer through another Air Canada flight.

“That airline’s service has gotten worse over time. Meals (when you buy them) are horrendous and certainly overpriced.

“Air Canada employees have become a surly bunch, although I am thankful there are some exceptions.

“Flight costs are way too high, especially on routes where Air Canada still has the monopoly--they sock it to the customers there, since flyers with smarts are taking different airlines when given a choice.

“Moreover, Air Canada made a grave error when announcing a time limit on frequent flyer points recently. Sadly, customers had to find out in the news first; they wee not even given the courtesy to be notified at the same time as the press that this was happening.

“Now, I know many people say the time limit does not matter.Say that to customers who fly only every so often and have been trying to save points for a nice vacation. “Chances are, they’ll never be able to use their points--unless, of course, they are willing to buy them back from the airline after expiration. Nice move, Air Canada; this really shows how much you value your customers.

“Even trying to utilize your points when you might need to is anything but easy. I have tried on different occasions (family emergencies) and was told that no seats were available, only to find plenty of seats when I eventually took the flights (with purchased tickets).

“That has apparently changed, and more sets have been made available now. I gather, though,that it costs more points to fly, as well...

“Speaking to international travelers, I have found that most of them were embarrassed by the service provided by Air Canada,and not a few will try to utilize a different airline in the future.

“It is tough to play in the big leagues with the likes of Air Singapore and even ‘”partners” such as Lufthansa when you have little to offer. Combine that with a history of late or cancelled flights and lost luggage, and you have a recipe for disaster.

“Yes, it is management’s job to make profit for its shareholders, but does that always have to happen at the cost of the customer? Is it not the customer who brings the money?

“I guess Canadians are so browbeaten that they suffer through customers abuse without complaining too much, only to go back for more of the same next time they travel.

“That fact has not escaped Air Canada. They count on the continuing support from unhappy passengers. Moreover, until the government decides to take away their monopoly on so many routes, they can get away with it on domestic flights. Perhaps it is time for the federal government to allow more competition and to refuse a bailout with taxpayers’ money next time Air Canada goes bankrupt. If we really do need a national airline, let’s have one we can all be proud of. Several good candidates come to mind.

“Meanwhile, I am not sure how I feel about those folks who have decided to buy the latest Air Canada shares.

“On the one hand, I think the move was risky and foolish.

”On the other hand, I admire their fortitude and willingness to risk their money. I just hope it pays off for them, though I am willing to bet it will not.,” concluded the Whitehorse writer.

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More Praise for Air North...

Whitehorse resident John Wright fired off a letter to Air Canada’s customer solutions branch in Calgary. It also was published as an open letter in the December 6, 2006, Whitehorse Star under the head We’re Simply Air Canada’s Cash Cow. “I am writing to express my concern about the level of service which your airline provides to the residents of Whitehorse and the Yukon Territory,” said the unhappy customer.

“Specifically, on Saturday, November 25, I was en route to Whitehorse from Montreal, only to be grounded by the snowstorm in Vancouver. That was understandable. “What was harder to understand was the way Air Canada simply washed its hands of a planeload of passengers at 11 p.m. at the gate at Vancouver!s airport. “After waiting on the aircraft for quite a while, and after being told we would be delayed because we had to be de-iced, we were then ushered off the plane and told where our luggage could be found.

“When we asked questions about what to do, we were told nothing except that it was a "weather problem!” and, by inference, not Air Canada's. "”The agent at the gate indicated our plane might be able to leave in the morning for Whitehorse, thereby allowing many of us to stay put and try again.

“At 5 a.m., after a night of trying to sleep on the less-than-friendly airport seats, a number of us inquired about our flight, only to be told it had gone to Calgary! “This was the aircraft that couldn!t fly out six or seven hours before. It was still snowing heavily at the time.

“The upshot was that a significant number of Yukoners and visitors were left with no alternative but to wander around the Vancouver airport for a day or more, anxiously looking for an available seat.

“Many of us then went to a hotel--at our expense--to hunker down and wait for an opening.

“I was lucky. Air North had several seats available on its Tuesday flight, so I was home only two days later than planned. I understand others were still waiting on the Wednesday.

“I have some questions:

“1.If we could not fly out o the 25th, why was our aircraft able to leave for Calgary a few hours later?

“2. Why was no attempt made by Air Canada to address the concerns that some of the passengers had? There were couples with small children, older passengers, and possibly people without the means to go to a hotel.

“3. As I saw it, most aircraft were flying for most of the time during the heavy snow. A handful of flights were cancelled, and many weere delayed, but most were airborne.

“We were told we couldn!t fly because of the size of the aircraft. If that was the case, why didn!t Air Canada put on an extra flight the next day or even the day after that to ensure their paying passengers got home in a timely manner? “After all, it wasn!t our decision to use regional jets on this run. Why should we be penalized for that for that decision?

“The overall impression I have is that the corporate giant which is Air Canada has no real connection with places like Whitehorse.

“While the front-line people are unfailingly courteous and helpful, company policy seems to see this run as a cash cow and nothing else. “The planes are full every day, so what!s the problem? We note that whenever Air Canada advertises a giant seat sale, Whitehorse isn!t even included!

“And why should it be? With only a little competition (thank heaven for Air North) and full flights o tiny planes at big fares, what would ever make Air Canada offer savings?

“As I said before, thank heaven for Air North. It found me a seat last week and it will find me on its planes as much as possible.

“Certainly, Air Canada!s actions (or lack of action) served to provide a wonderful advertisement for Yukon!s airline!

“I!d appreciate a response,” emphasized the writer in conclusion.

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Copyright 2006 diArmani.com