t* Canada PostcaPosl CanadaBulk En nombrethird troisi6meclass classeF323Montr6al

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IFirst fl ightfor winnersCustomer Care winners andtheir guests jo ined PierreJeanniot (far left) and LeoDesrochers (far right) on thetarmac in Toulouse shortly afterthe official ceremony to markthe delivery of Air Canada's f irstA320.Our new aircraft was specially

equipped with earmuffs andscarl - in anticipation of its firstwinter in Canada, and thewinners joined in the fun byalso donning earmuffs andscarves foi the occasion.

The next day the grouptravelled on Fin 201'sferryf lightto Montreal. From left to rightare: Joslyn DiSilva, MelissaHancock, Bob Haynes, PeterPeschke (Manager, SalesDevelopment, International ),Ea$ata Hayn6s, Jim Tiattiat,sylvie Lapolnte, Molra andPierre Juillet, Debbie Dawson,Dave Witter, Ursula Huwyler,Martine Ricard, Fred Huwyler,Jean Ricard, Jan and DaveAnderson, Kenand Ann Dennis,Michael King, Dianeand MichaelKelly.

Missing from the photo are:Norm Dawson and DonnaWitter. Please turn to pages 6and 7 for full story.

q.1

Law amended as smoke clearsIn a last-minute move on theday before Christmas, theCanadian government decidedto introduce an amendment tothe Non-Smokers Health Act,slated to come into effect onDecember29. The amendmentdelays by six months thesmoking ban imposed on allflights of Canadian carriers,including the longer intema-tional services of more thansix hours.

When the regulations come

into full effect on July 1, 1990,Canadian carriers will beobliged to prohibit smokingon all domestic and interna-tional flights. This will makeCanada the first country toadopt such strict measures.Exempt from the regulationswill be private aircraft and"entity charters," where thecost is paid by one person orgroup and is not recouped di-rectly from passengers.

Air Canada pioneered non-smoking flights in 1986 andsince then, both Air Canadaand CAIL have introducedsmoking bans on all NorthAmerican routes. This wentwell beyond the existing fed-eral regulations which applyto all domestic flights of lessthan two hours, a move whichhas been very positively re-ceived by the flying public.

However, applying the lawinternationally presents certainproblems. Since many coun-tries have a more liberal atti-tude towards smoking and areunlikelv to enforce a ban on

their national airlines, Cana-dian carriers face certain reve-nue losses as inveterate smok-ers switchto airlines offering asmoking section. Some esti-mates have pegged potentiallosses at $90 to $100 million,and Air Canada's own lossesat some $40 million - equiva-lent to nearly half of its 1988profit.

If the ban had come intoimmediate effect, it would alsohave created havoc amongfliers who had already bookedtheir seats in the expectationof a smoking section, creatinga breach of conffact situation.Air Canada needed time toassess the impact of the law onpassengers and employees andto re-orient training and mar-keting efforts. The amendmentcame just in time.

Reaction from the public hasbeen mixed, both at home andabroad. Garfield Mahood ofthe Non-Smokers' RightsAssociation called the ban "abreakthrough for world publichealth," while Michel Bedard

of the Smoker's FreedomSociety labelled it "unjustifiedand harsh".

On the editorial page of theToronto Star, Transport Min-ister Bouchard was awarded a'laurel' for "courageously put-ting health ahead of profit inextending the smoking ban tointemational flights". So far,several intemational health andconsumer groups have also

expressed their support byencouraging travellers to useCanadian carriers wheneverpossible.

However, two questions re-main unanswered: Will for-eign passengers shate Mr.Bouchard's enthusiasm for asmoke-free in-flight environ-ment; and, in an age of aggres-sive competition, can airlinesafford to make it work?

Insidg...Smoking ban reaction

Tech Ops reorg

AC's strategies for 19ff)"'PA',Ae 5

Airbus delivery flight

Corporate Design

Travel News...Page 10

Captain Peter DzulinskyIn Memoriam

Captain Peter Dzul insky,Manager, Flight Standards,A320 and A320 project leader,died suddenly in Toulouse onTuesday, January 30, 1990,only a few days after deliver-ing Air Canada's first 4320,Fin 201, to Monffeal.

Dzulinsky, a 25-year vet-eran with the airline, suffereda brain hemorrhage shortly af-ter his return to Toulouse,where he was to join the Air

Canada acceptance team work-ing on the delivery of Fin202.

Dzulinsky, who is survivedby his wife Constance anddaughters Kathleen and Clau-dia, was one of the key playersin the ,4'320 introduction pro-gram and was the first AirCanada pilot qualified on thataircraft.

Captain Charlie Simpson,Senior Vice President, Flight

continued on page 2

Bringing back the AirbusFin 201 will always meansomething very special forCustomer Care winners JanAnderson, Norm Dawson, KenDennis, Melissa Hancock, BobHaynes, Fred Huwyler, PierreJuillet, Diane Kelly, MichaelKing, Jean Ricard, Jim Trottierand Dave Witter because theywere part of the team thatbrought this aircraft back toCanada on January 26,1990.This historic delivery flight wasthe culmination of a five-daytrip to France - a reward forthese employees' commitmentto the Customer Care process.

Their trip began in Mon-treal where President Pierre J.Jeanniot was on hand at Mira-bel to greet the winners andsend them off to Paris on Flight87 1. After a day in Paris, wherethey were received by the HotelConcorde Lafayette and hos-ted for dinner by en Route CardInc., they proceeded to Tou-louse on Air Inter where Air-bus Industrie had put togetheran extensive program for thegroup.

After a city tour, the win-ners were received by theOffice de tourisme de Tou-louse, followed by a dinner atLe Grand H6tel de l'Op6ra.The next day the group visitedahtr'wcrt t'rciitctt'to ii vrsrt olthe mockup centre and a triparound the assembly lines.From there the group joinedsome 300 other guests who hadbeen invited to attend the offi-cial ceremony to mark thedelivery of Air Canada's first4320. Jeanniot introduced thewinners as "Air Canada peoplewho have one important thingin common - their commitmentto providing a superior level ofcustomer care to our passen-gers." He also talked about theairline's recognition program."We at Air Canada ale moredetermined than ever to en-courage and recognize supe-rior performance so it is onlyfitting that this group of out-standing individuals are partof the team that will take thisaircraft home."'

That evening Airbus invitedall Air Canada employees inToulouse to a spectacular din-ner at the Chateau de Launac,a restored castle which datesback to the 13th century.

And finally at 9 a.m. onJanuary 26, 1990, came thegreat moment that everyonehad been waiting for - depar-ture of ferry flight F001 toMontreal with 43 passengersand seven crew members(seebox for complete list) on board.Air Canada 's first Airbus wason its way home. At the com-mands in the cockpit was thelate Captain Peter Dzulinskyand CaptainGilles Larue - whohad both worked on the ,4,320Flight Operations training

page 6 February 21,1990

program. The In-Flight crew(Patrick Fitzgerald, SharonLevine, Frank Phillips, C6lineRaymond and Margaret Red-fern) consisted of the teaminvolved in selecting the Atlasgalleys -a system which livedup to expectations on Flight001, much to this group'sdelight.

Fin 201 refuel led inKevlavik and continued toMontreal with an increasinglyexcited complement of passen-gers. After a spectacular fly-by and touchdown at Dorval,Ferry Flight F001 was greeted

by hundreds of Air Canadaemployees who had tumed outto watch Air Canada's firstAirbus arrival.

At a short farewell cere-mony, Leo Desrochers thankedeveryone who had made theevent so special. He alsosingled out the Customer Carewinners as a magnificent groupof employees. "This week'sevents have been exhilaratingand have made me feel verygood about our employees, ourCompany and its prospects. Iknow we have a winning fu-ture," Desrochers concluded.

Thanks to...The Customer Care winners'trip to Paris and Tou-

louse would not have been possible without the supportand help of the following groups:

Airbus Industrie (Arthur Howes. Anthony Lawler,Annick Le Chevalier, Daniel Vialars)

CFM lnternational (Gil Eckler)Hotel Concorde Lafayette, Paris (Jean-Paul Daguerre)enRoute Card Inc.(Gary Lynch, Mireille Brisebois)Office de tourisme de Toulouse (Marc Julia)Hotiday Inn, Crowne Plaza, Toulouse (Frangois Picaud)Air Inter (M. Sedille)

Aszo r"/;";frfor*

Air Ganada gets new 6o/ooe" - r(*kni/ - /4utr"a/fr",/aV r/uoary 26, /990

technology aircrattAir Canada's fleet has begunto take on a new look with thedelivery of its first A320 - anall-new technology aircraft thattakes the airline into anotherchapter of its history. Accord-ing to BruceAubin, SeniorVicePresident, Technical Opera-tions, the ,4'320 is so techni-cally superior that it is 20years ahead of equivalentrricT iTfr'?fi ilh ni Ca'rticiil o n ilh nlAir Canada's dedicat ion toproviding its customers withbetter products." Aubin says.Airbus Industrie officiallyhanded over Fin 201 on Janu-ary 25 during ashortceremony

in Toulouse,where President &Chief Executive Officer, Pi-erre J. Jeanniot commented onhow apt it was thatAirCanada'sfleet modemization to take itinto the next century beginswith the A320. He also hailedthis addition to the Air Canadafleet as "the aircraft of the'90s, customer-friendly andenvironment-friendly and ef-tt^kr*'ine same ceremony,Jeanniot presented the 12 AirCanada employees who hadwon a trip to Toulouse andcommended them for theircommitment to Customer Care.

Operations: Captain Peter Dzulinsky, MontrealCaptain Gilles Larue, Montreal

;ht:Patrick Fitzgerald, Training Supervisor, MontrealSharon Levine, Training Instructor, MontrealFrank Phillips, Flight Attendant, TorontoC6line Raymond, Flight Attendant, TorontoMargaret Redfem, Flight Attendant,Vancouver

"Highlight of our liues"Gustomer Gare winnersthank Air Ganada 4,i" Coro/aAt a small farewell reception in Domal, CustomerCare winner Jan Anderson from Calgary deliveredthe following message on behalf of the 12 winnerswho were on Fin 201's ferry flight to Montreal onJanuary 26, 1990.

On behalf of all the Air Canada Customer Care winners andour guests I would like to say "thank you" for letting us share withAir Canada and Airbus such an important moment in our history.

Airbus Industrie has truly created a fantastic new aircraft forus to add to our fleet and we are sure the new A320s will wearthe Air Canada colours with pride.

Airbus Industrie, CFM and the city of Toulouse have beenmost wonderful and gracious hosts. Merci and thank you for sucha great time!

ToAir Canada we would like to say thank you from the bottomof our hearts for this great honour. This trip will not only be ahighlight of our year or our careers within Air Canada; it will bea highlight of our lives - a very special time for each and everyone of us.

Our group came together with one common denominator - AirCanada - and we will be leaving each other as friends. There hasbeen a closeness within this group, something very magical.

In closing, I would like to say that I hope our new A320s willshow people a new Air Canada, a caring Air Canada, an AirCanada that will enter the 1990s "Giving the world a global hug".

4a Coro/o Caetonot" C*" h/ur*e a,r/("xtcJan Anderson (Customer Sales & Service Agent) andDave Anderson, CalgaryNorm Dawson (Station Attendant) and Debbie Dawson,

lien BlffrlfftSchecluler) ancl Ann l)ennrs, VancouverMelissa Hancock (Customer Service Agent) and Joslyn

DiSilva. BombavBob Haynes (Second Officer) and Barbara Haynes, TorontoFred Huwyler (Passenger Agent) and Ursula Huwyler, ZurichPierre Juillet (Flight Service Director) and Moira Juillet,

MontrealDiane Kelly (Customer Service Agent) and Michael Kelly,

Los AngelesMichael King (Station Attendant), TorontoJean Ricard (Station Attendant) and Martine Ricard, MontrealJim Trottier (Lead Station Attendant) and Sylvie Lapointe,

OttawaDave Witter (Cargo Customer Service Agent) and Donna

Witter, Halifax

Bruce Aubin, Senior Vice President,Technical Operations, Montreal

Michel Bernard, Captain, MontrealJohn Brookes, Certificated Aircraft Technician, WinnipegLeo Desrochers, Executive Vice President -

Marketing Sales & Service, MontrealHugh Foster, Captain, TorontoTerry Lelond, A320 Introduction Manager, WinnipegRob Leonard, Manager, On-Board Technology & Cabin

Environment, MontrealTed Lorenz, Senior Solicitor - Commercial Law, MontrealBrian Losito, Audio-Visual Assistant, MontrealJim Peirce, Line Check Pilot. 4320. TorontoPeter Peschke, Manager, Sales Development-

Intemational, MontrealCharlie Simpson, Senior Vice President, Flight

Operations, MontrealChris Sowerby, Fleet Manager, A320, MontrealBryne Verhaege, CAT, WinnipegSusan Welscheid, Manager, Employee Communications,

MontrealTom Wilde, General Manager, Fleet Programs, Montreal

0tlu,"sAlan Chapman, Air Carrier Inspector, Transport Canada.John Bigelow, Flight Crew Instructor Pilot, AirbusWill Lourier, Technical Support Field Engineer, AirbusAnthony Lawler, Senior Director - Sales, Airbus

Jan Anderson

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