November operational update In the beginning of November, a significant storm, Ciarn, brought high winds and caused disruption to our operation in Paris. We also contended with volcanic ash in the Pacific that resulted in longer flight times and downline implications such as missed connections for our customers. In addition, several stations in Eastern Canada saw their first significant snow events during the month.
“Despite these weather challenges, our flight completion for the full network exceeded target,” said Cale Daniels, Vice President, System Operations Control. “Our key customer metrics such as satisfaction with the last flight, feeling taken care of and likelihood to recommend also saw record scores in November. These scores exceeded those of April, which was our strongest month to date.
” American Thanksgiving was one of the busiest periods for travel south of the border with high passenger volumes. In the week leading up to the holiday, we saw a record net promoter score and greater sentiment in the feeling taken care of category. Our operational teams took great care of our customers, ensuring they reached their destinations on time for their holiday.
Looking ahead, we are seeing more customers travelling to southern destinations for winter, which will be a focus for all operational teams as the holiday season approaches. This continues to be the strongest market for customer sentiment and one which we can continue to reinforce by delivering an elevated experience.