When Customer Promise Meets Operational Reality with Air Canada’s COO

The Decision Brief SKIFT AVIATION FORUM Mark Nasr, Executive Vice President and Chief Operations Officer, Air Canada Moderated by Peter Greenberg, Travel Editor, CBS News THE TAKEAWAY Airlines can strengthen customer trust by making earlier operational decisions and communicating clearly when disruptions threaten travelers’ plans. Air Canada’s Mark Nasr argued that reliable service and transparent communication create the foundation for customer loyalty, even when an airline cannot deliver the journey as originally scheduled. PATHS FORWARD Make disruption decisions earlier. Nasr described using better forecasts to anticipate cancellations and rebook connecting passengers before departure, reducing the risk of leaving travelers stranded at connecting hubs. Give frontline employees the information and authority to respond. Nasr emphasized sharing operational context with pilots, flight attendants, and customer-facing teams so they can explain disruptions and resolve problems more effectively. Use AI to improve service while retaining accountability. Air Canada’s new agentic tools help employees find information and complete transactions faster, while consequential decisions such as compensation eligibility remain governed by fixed rules or human judgment. WHAT TO WATCH How proactive disruption management changes the customer experience. Earlier cancellation decisions and rebooking could help airlines reduce the number of travelers stranded away from their destinations. Whether operational improvements strengthen loyalty. Greater reliability and clearer communication could increase the value customers receive from premium services and loyalty programs. Access all the Skift Takeaways from this event, as well as full session videos, presentation documents, and more editorial coverage at our Skift Aviation Forum attendees hub.