First, I will clarify that this is not critical of the airplanes, amenities or in flight personnel. I have not ever had a bad exerience with those aspects of an Air Canada flight.
Our frustration deals with those behind the scenes who look after reservations and baggage claims.
First, if you have passengers who are confined to a departure lounge for 10 hours because they have pre-cleared US customs, you should send an agent to explain the delays and help those passengers arrange alternate connections or flights. If several US airlines can have their representatives there to help passengers in a Canadian city, shouldn't you also?
Second, you should keep your air crew informed of what is going on. The passengers with cell phones were providing delay updates to the flight crew waiting in the same area.
Third, when you cancel those peoples flights after 10 hours, you shouldn't cancel everyone's return tickets, especially when they have made alternate arrangements through Air Canada.
Fourth, when you receive a claim for lost baggage, you shouldn't keep the person on the telephone for 45 minutes repeating the same questions.
Fifth, you shouldn't lose record of such a claim being made.
Sixth, when you discover your errors, you shouldn't blame every other airline, when the flights were booked through your airline.
Seventh, please don't tell me I haven't left Canada when I call you from South Carolina after having flown Air Canada.