Why Does Air Canada Have a Bad Reputation? Unpacking the Customer Service Challenges and Operational Hurdles

It’s a scenario many travelers can unfortunately relate to: the sinking feeling in your stomach as you stare at a cancelled flight notification, the endless hold music on the customer service line, and the general sense of frustration that seems to be an unavoidable part of air travel. For many, this experience, particularly when flying with Air Canada, has contributed to a persistent, and often quite vocal, bad reputation. This isn’t just a few isolated incidents; it’s a widespread sentiment that begs the question, “Why does Air Canada have a bad reputation?” The answer, as we’ll explore, is a complex tapestry woven from a history of operational challenges, customer service struggles, and shifting industry dynamics.

From my own travels, I recall a particularly harrowing experience that epitomizes the kind of issues that can fuel a negative perception. It involved a significant delay on a connecting flight, leading to a missed international leg. The initial communication from Air Canada was vague, and then came the runaround. Rebooking felt like a bureaucratic nightmare, and the compensation offered felt woefully inadequate for the inconvenience and disruption. This personal anecdote, while just one among millions, is a microcosm of the larger systemic issues that seem to plague the airline and contribute to its tarnished image. It’s about more than just a delayed flight; it’s about the feeling of being undervalued and unsupported as a customer.

So, let's dive deep into the reasons behind this enduring negative perception. It's a multifaceted issue that involves everything from the nitty-gritty of operational reliability to the often-frustrating realities of customer service interactions. We’ll be examining specific areas where Air Canada seems to consistently fall short, and what, if anything, is being done to address these persistent problems. Understanding *why does Air Canada have a bad reputation* requires us to look beyond headlines and delve into the lived experiences of its passengers.

The Core Issues Fueling Air Canada's Reputation

At its heart, a bad reputation for an airline stems from a consistent failure to meet passenger expectations. These expectations typically revolve around a few key pillars: reliability, safety, comfort, and accessible, effective customer service. When an airline falters in one or more of these areas, particularly repeatedly, the negative sentiment can quickly solidify. For Air Canada, several recurring themes emerge when passengers discuss their negative experiences. These aren’t abstract concepts; they translate into real-world frustrations that impact thousands of travelers daily.

Operational Reliability: The Backbone of Passenger Trust

Perhaps the most significant contributor to Air Canada's reputation is its perceived lack of operational reliability. This encompasses a range of issues, from flight delays and cancellations to baggage mishandling. When flights are consistently delayed or cancelled without adequate communication or timely alternatives, it erodes passenger trust. This can lead to missed connections, lost business opportunities, and significant personal inconvenience. For business travelers, in particular, punctuality is paramount, and repeated disruptions can have substantial financial repercussions.

The sheer volume of flights Air Canada operates means that even a small percentage of disruptions can impact a large number of passengers. However, the public perception is often that these disruptions are more frequent or more poorly managed than with other carriers. This perception is frequently amplified by social media, where frustrated travelers are quick to share their negative experiences. A single viral tweet about a bad Air Canada experience can reach millions, further solidifying the negative narrative. It’s a challenging cycle to break, as each new negative experience seems to reinforce the existing reputation.

One of the underlying factors that can contribute to operational reliability issues is the complex nature of airline scheduling and aircraft maintenance. Unexpected mechanical issues can arise, weather patterns can cause widespread disruptions, and air traffic control can impose restrictions. While these are challenges faced by all airlines, the way a carrier responds to and communicates these disruptions is crucial. A lack of proactive communication, insufficient backup plans, or perceived indifference to passenger needs during these events can turn a minor inconvenience into a major grievance.

The Impact of Cancellations and Delays

When flights are cancelled, especially last minute, it can throw a traveler's entire itinerary into chaos. Rebooking can be a lengthy and frustrating process, often involving long waits on hold or navigating complex online systems. Passengers may find themselves stranded at airports, facing unexpected accommodation costs, and grappling with the emotional toll of uncertainty. Air Canada’s response during these times often comes under intense scrutiny. Are passengers being offered timely and adequate rebooking options? Is the communication clear and empathetic? Are compensation policies being applied fairly and efficiently?

Anecdotally, many passengers report feeling that Air Canada's response to cancellations and delays is often reactive rather than proactive. This means that instead of anticipating potential issues and communicating them early, the airline often waits until the situation is critical before providing information. This lack of foresight can exacerbate the problem, leaving passengers with fewer options and a greater sense of helplessness. Furthermore, the compensation offered, while often in line with regulations, can feel insufficient to cover the full extent of the disruption and distress caused. This mismatch between the perceived impact on the passenger and the offered resolution is a recurring theme in customer complaints.

Baggage Handling Woes

Lost or delayed baggage is another significant pain point for Air Canada passengers. While baggage mishandling is an unfortunate reality for all airlines, consistent issues can severely damage a carrier’s reputation. The stress of arriving at your destination without your belongings, especially for important trips or holidays, is immense. This can lead to the need for emergency purchases, and the subsequent process of claiming reimbursement can be arduous and time-consuming.

Reports of mishandled baggage on Air Canada flights have been a persistent complaint. Passengers frequently share stories of luggage arriving days late, being damaged, or, in the worst cases, going missing entirely. The communication and tracking systems for lost baggage can also be a source of frustration, with passengers struggling to get timely updates or clear information about the whereabouts of their belongings. This can turn what should be a simple inconvenience into a protracted and stressful ordeal.

Customer Service: The Human Element of Travel

Beyond the operational nuts and bolts, the quality of customer service is a critical factor in shaping an airline's reputation. For Air Canada, this has been a particularly thorny area. Passengers often describe interactions with customer service representatives as unhelpful, unsympathetic, or even dismissive. This can occur at various touchpoints: at the airport check-in counter, at the gate, or during phone or online interactions.

The way an airline’s staff interacts with passengers, especially during stressful situations like flight disruptions, can make or break the customer experience. A kind word, a genuine apology, and clear, actionable information can go a long way in mitigating frustration. Conversely, a perceived lack of empathy, rigid adherence to policy without any flexibility, or an inability to provide clear solutions can leave passengers feeling angry and ignored. This is where the human element of travel becomes paramount, and where Air Canada has often been perceived to fall short.

Navigating the Complaint Resolution Process

When things go wrong, passengers expect a fair and efficient process for lodging complaints and seeking resolution. The experience of dealing with Air Canada’s complaint resolution system is frequently cited as a source of frustration. Many passengers report lengthy wait times to speak with someone who can actually help, followed by responses that are boilerplate, dismissive, or fail to adequately address the issue. This can lead to a feeling of being unheard and undervalued, further fueling negative sentiment.

The complexity of navigating airline bureaucracy can be daunting for many. If the initial complaint isn't handled effectively, passengers may need to escalate their concerns, which can involve multiple contacts, repeated explanations, and a lengthy waiting period for a response. This arduous process can be particularly disheartening for those who have already suffered significant disruption and inconvenience. The perception is that Air Canada's complaint resolution process is designed more to deter complaints than to resolve them, which is a damaging perception for any service-oriented business.

Staff Training and Empowerment

The training and empowerment of customer-facing staff play a crucial role in the quality of customer service. If airline employees are not adequately trained to handle a variety of situations, or if they lack the authority to make reasonable decisions to assist passengers, then the customer experience will inevitably suffer. This is particularly true in high-pressure situations like flight delays or cancellations. A well-trained and empowered agent can de-escalate a situation, offer practical solutions, and leave the passenger feeling more satisfied, even if the underlying issue cannot be fully resolved.

There are widespread reports suggesting that Air Canada's frontline staff may not always be adequately trained or empowered to handle the nuances of passenger issues. This can lead to situations where employees are unable to provide clear answers, offer viable solutions, or deviate from strict protocols, even when doing so would clearly benefit the customer and the airline’s reputation. This lack of flexibility and proactive problem-solving can leave passengers feeling frustrated and dealing with rigid systems that prioritize procedure over people.

In-Flight Experience: Comfort and Amenities

While operational reliability and customer service often dominate the discussion, the in-flight experience also contributes to an airline’s overall reputation. This includes factors like seat comfort, entertainment options, food and beverage service, and cabin cleanliness. For Air Canada, the perceived shortcomings in these areas, particularly in economy class, have also contributed to its negative image.

Many passengers, especially those who fly frequently, have come to expect a certain standard of comfort and amenities. When these expectations are not met, it can lead to disappointment. For Air Canada, complaints often center on cramped seating, dated cabin interiors, and limited entertainment options, particularly on longer flights. While budget airlines often compromise on these aspects, legacy carriers are generally expected to offer a more comfortable and enjoyable travel experience.

Seat Comfort and Legroom

This is a perennial complaint for many airlines, but it’s frequently brought up in discussions about Air Canada. The amount of legroom and the pitch (the distance between rows) in economy class cabins can make a significant difference in the comfort of a flight, especially for longer journeys. Passengers often feel that Air Canada’s economy seats are narrower and have less legroom than those on competing airlines, leading to a more uncomfortable and cramped experience. This can turn what should be a period of rest or relaxation into an endurance test.

The configuration of aircraft can also play a role. Airlines sometimes choose to maximize the number of seats on an aircraft to increase revenue, which can come at the expense of passenger comfort. While this is a common industry practice, when it leads to a significantly worse experience compared to competitors, it can contribute to a negative reputation. For passengers on long-haul flights, insufficient seat comfort can lead to sleep deprivation and a general feeling of being unwell upon arrival.

Onboard Entertainment and Amenities

In today's connected world, passengers often expect a robust in-flight entertainment system with a wide selection of movies, TV shows, and music. They also look for reliable Wi-Fi access and convenient charging ports. On some Air Canada flights, particularly those with older aircraft, the entertainment systems may be outdated, offering a limited selection or experiencing technical glitches. Similarly, the availability and reliability of Wi-Fi can be inconsistent, leaving passengers unable to stay connected or entertained.

The quality of food and beverage service also plays a part. While expectations for economy class meals are generally modest, passengers still appreciate a reasonably appealing meal and a decent selection of beverages. Reports of uninspired or meager meal options, or a lack of readily available non-alcoholic drinks, can contribute to a less-than-satisfactory in-flight experience. For a premium price, travelers expect more than just getting from point A to point B; they expect a level of comfort and service that makes the journey as pleasant as possible.

Pricing and Value Perception

Airlines are businesses, and pricing is a critical component of their operations. However, the perception of value for money can significantly influence customer satisfaction and, by extension, reputation. For Air Canada, the perception is sometimes that passengers are paying premium prices but not receiving a commensurate level of service or comfort.

While Air Canada, as Canada's flag carrier, often operates on routes where it has a dominant market share, this doesn't always translate into competitive pricing. Passengers may find that similar routes on other airlines, or even flights with different carriers to the same destination, offer better value. When a carrier is perceived as being expensive without offering superior service, it can lead to a sense of dissatisfaction and a feeling that one is not getting their money’s worth. This can be particularly galling if the flight experience itself is subpar.

Ancillary Fees and Hidden Costs

The era of ancillary fees – charges for services that were once included in the ticket price – is a reality for most airlines. However, the way these fees are presented and the perceived value of the services they unlock can still impact customer perception. Passengers often express frustration with what they see as an increasing number of fees for things like checked baggage, seat selection, and even printing a boarding pass at the airport. If these fees feel excessive or are not clearly communicated, they can contribute to a feeling of being nickel-and-dimed.

For Air Canada, the structure and transparency of these ancillary fees can be a point of contention. Passengers might feel that the base fare is already high, and then the additional fees accumulate to a significantly more expensive total than initially anticipated. This lack of transparency or perceived excessive nature of these charges can lead to a negative perception of value, even if the base fare itself is competitive with other carriers for the same route.

Union Relations and Their Impact

The airline industry is heavily reliant on its workforce, and the relationship between management and its unions can have a direct impact on both operational efficiency and customer service. Air Canada has a history of complex and sometimes contentious relationships with its various unions, representing pilots, flight attendants, and ground staff. When labor disputes arise, or when there is a perception of strained relations, it can translate into employee morale issues, which can then manifest in customer interactions.

A disengaged or unhappy workforce is less likely to provide the kind of stellar customer service that airlines strive for. While it’s unfair to generalize, instances of perceived indifference or less-than-enthusiastic service can sometimes be linked to broader labor issues. Furthermore, strikes or the threat of strikes can lead to significant flight disruptions, directly impacting passengers and further damaging the airline's reputation for reliability.

The Ripple Effect of Labor Disputes

Labor disputes are not just internal matters; they have a very public and often disruptive impact on passengers. Strikes by pilots, flight attendants, or ground crew can lead to mass cancellations, stranding thousands of travelers and causing widespread chaos. Even the *threat* of a strike can create uncertainty and anxiety among passengers, leading them to reconsider their travel plans. When an airline has a history of labor disputes, it can be perceived as inherently unstable or prone to disruptions, which is a significant deterrent for many travelers.

The resolution of these disputes can also be a factor. If the resolution involves concessions that impact service levels or operational efficiency, then the negative impact on passengers can continue long after the dispute is settled. The perception that management and labor are not working collaboratively can create an environment where passenger needs are not always prioritized, as internal issues take precedence.

Analyzing Air Canada's Response and Potential Solutions

It’s one thing to identify the problems; it’s another to understand how the airline is responding to them and what potential pathways exist for improvement. Airlines are constantly evolving, and Air Canada is no exception. However, whether its efforts are sufficient to overcome a deeply entrenched negative reputation is the crucial question.

Investments in Fleet and Technology

A modern fleet and advanced technology are crucial for operational efficiency and passenger comfort. Air Canada has been investing in newer aircraft, which often come with improved fuel efficiency, quieter cabins, and enhanced passenger amenities. The introduction of new aircraft like the Boeing 787 Dreamliner and the Airbus A321neo can signal a commitment to modernization and an improved travel experience.

Furthermore, investments in technology can streamline operations and improve the passenger experience. This includes better real-time flight tracking, improved baggage tracking systems, and more efficient online booking and check-in processes. Mobile apps that provide seamless communication and self-service options are becoming increasingly important. Air Canada has been making strides in these areas, but the effectiveness of these technological improvements is often measured against the backdrop of ongoing operational challenges.

A key aspect of technological investment is in data analytics. By analyzing passenger data, airlines can identify patterns of dissatisfaction, pinpoint operational bottlenecks, and proactively address issues. This data-driven approach can inform decisions about scheduling, staffing, and service improvements. The challenge for Air Canada, and indeed any airline, is to ensure that these technological advancements are integrated effectively and translate into tangible improvements for the passenger.

The Role of the Air Canada App and Digital Services

In the digital age, a robust and user-friendly mobile app and website are essential. Air Canada has developed its app and online platforms to offer a range of services, including booking, check-in, flight status updates, and rebooking options. For passengers, the convenience of being able to manage their travel plans entirely through their phone can be a significant positive. However, the effectiveness of these digital tools is often tested during irregular operations.

When a flight is cancelled or significantly delayed, the app’s ability to quickly provide alternative options, facilitate rebooking, and offer clear communication becomes paramount. If the app crashes, is slow to update, or provides incorrect information during a crisis, it can exacerbate the passenger's frustration. Conversely, a seamless digital experience during a disruption can significantly mitigate negative feelings. The perception is that while Air Canada is investing in digital tools, their reliability and effectiveness during stressful operational events still need improvement.

Customer Service Initiatives and Training Programs

Airlines are often aware of their reputation and will introduce new customer service initiatives or enhance training programs to address shortcomings. Air Canada has likely implemented various programs aimed at improving staff interactions and complaint resolution. These might include customer service training modules, empowerment of frontline staff to resolve issues, and improved feedback mechanisms.

However, the success of these initiatives often depends on their consistent and effective implementation across the entire organization. A single training session might not be enough to fundamentally change the customer experience if systemic issues persist. The key is for these initiatives to be deeply embedded in the company culture and for employees to be genuinely supported and empowered to deliver excellent service. The ongoing negative feedback suggests that these initiatives may not be reaching all employees or having the intended widespread impact.

Measuring Success: What Metrics Matter?

For Air Canada, and indeed any airline striving to improve its reputation, understanding what metrics truly matter to passengers is crucial. Beyond on-time performance and load factors, airlines need to focus on passenger satisfaction scores, Net Promoter Scores (NPS), and complaint resolution times. Tracking these metrics and demonstrating a clear trend of improvement is essential for rebuilding trust.

A significant challenge for Air Canada is that its reputation is built on a long history of reported issues. Overcoming this requires not just incremental improvements but substantial and visible changes that passengers can experience. It’s about demonstrating a sustained commitment to passenger well-being and service excellence. This means not only investing in new planes and technology but also in the people who interact with passengers every day and the processes that govern their interactions.

Transparency and Communication: The Foundation of Trust

One of the most powerful tools an airline has in managing its reputation is transparent and proactive communication. When passengers are kept informed, especially during disruptions, their anxiety and frustration can be significantly reduced. This means providing clear, concise, and timely updates about flight status, potential delays, and the reasons behind them. It also means being upfront about compensation policies and the process for making claims.

Air Canada’s communication practices have often been a point of criticism. Passengers frequently report receiving vague or delayed information, leaving them feeling in the dark. This lack of transparency can breed distrust and lead passengers to assume the worst. Conversely, airlines that excel in communication, even when delivering bad news, often find that their passengers are more understanding and forgiving. For Air Canada, a significant area for improvement lies in its ability to communicate effectively and empathetically with its passengers.

Managing Expectations During Disruptions

During significant disruptions, such as major weather events or air traffic control issues, the primary goal is to manage passenger expectations. This involves providing regular updates, even if the news isn't positive. It also means clearly communicating what actions the airline is taking to resolve the situation and what options are available to passengers. For instance, informing passengers about hotel vouchers, meal vouchers, or alternative flight options as soon as they are available can make a huge difference.

The challenge for Air Canada is that its reputation for operational reliability means that passengers may be predisposed to be more skeptical of any information provided. This makes transparent and consistent communication even more critical. It’s about building a reservoir of trust, so that when disruptions inevitably occur, passengers are more inclined to believe the information they are receiving and the efforts the airline is making to assist them. Without this trust, even the best-intentioned communication can fall flat.

Frequently Asked Questions About Air Canada's Reputation

Why do people complain so much about Air Canada?

The volume of complaints directed at Air Canada stems from a confluence of factors that, when experienced repeatedly, can lead to significant passenger frustration. At its core, the airline's reputation is affected by operational reliability issues. This includes a perception of frequent flight delays and cancellations that can disrupt travel plans, leading to missed connections and unexpected expenses. Passengers often feel that communication during these disruptions is inadequate, contributing to a sense of being left in the dark and unsupported.

Beyond operational hiccups, customer service interactions are a major source of dissatisfaction. Many travelers report encountering unhelpful or unsympathetic staff, both at the airport and through customer service channels. The process of resolving issues or lodging complaints can be perceived as overly bureaucratic, lengthy, and ultimately unrewarding. This feeling of not being heard or valued as a customer is a potent driver of negative sentiment. Furthermore, the in-flight experience, particularly in economy class, is often cited as lacking in comfort and amenities compared to what some passengers expect for the price paid. Ancillary fees, when perceived as excessive or not clearly communicated, can also contribute to a feeling of poor value for money. These recurring themes, amplified by social media and word-of-mouth, create a persistent narrative that shapes public perception and explains why so many people complain about Air Canada.

Is Air Canada really that bad, or is it just a vocal minority?

It's a legitimate question to consider whether the negative reputation of Air Canada is disproportionately amplified by a vocal minority. While it's true that online platforms often give a louder voice to those with negative experiences, the sheer volume and consistency of these complaints suggest that the issues are more widespread than just a few disgruntled travelers. Many of these criticisms are not about isolated incidents but recurring themes that appear across diverse passenger groups and travel experiences.

Air Canada, as Canada's largest airline, operates a vast network, meaning its customer base is enormous. Statistically, any large service provider will have a certain percentage of negative experiences. However, when these negative experiences are consistently reported in specific areas – such as customer service response times, clarity of communication during disruptions, or perceived value for money – it points to systemic issues rather than random occurrences. Furthermore, the airline's status as a national carrier often leads to higher expectations. While the loudest voices might be those expressing dissatisfaction, their consistent themes indicate that many travelers are indeed experiencing significant challenges that lead to a poor overall impression of the airline. It’s a combination of genuine, widespread issues and the amplification of these issues through various communication channels.

What can I do if I have a bad experience with Air Canada?

If you encounter a negative experience with Air Canada, there are several steps you can take to try and resolve the situation and, potentially, seek compensation or redress. Firstly, and perhaps most importantly, is to remain calm and polite. While it can be difficult, a professional approach often yields better results. If the issue occurs at the airport, speak with the gate agents or customer service representatives directly. Clearly explain the problem, the impact it has had on you, and what resolution you are seeking. Document everything: keep copies of your boarding passes, any receipts for expenses incurred due to the disruption (like meals or accommodation), and take screenshots of communications.

If the immediate situation at the airport cannot be resolved, or if the issue arises after your flight (e.g., with baggage), you will need to file a formal complaint. Air Canada has a dedicated customer relations department. You can usually find information on their website for submitting complaints. Be specific in your complaint, detailing the timeline of events, the issues encountered, and the impact on your travel. Attach any supporting documentation you have. If you are seeking compensation for delays or cancellations, familiarize yourself with Air Canada's Conditions of Carriage and any relevant passenger rights regulations for the regions you are traveling to or from. Be reasonable in your requests; while it’s important to be compensated for actual losses and inconvenconvenience, outlandish demands are unlikely to be met. If you are unsatisfied with Air Canada's initial response, you may consider escalating the complaint through third-party dispute resolution mechanisms if available, or to relevant government regulatory bodies overseeing air passenger rights.

Why are Air Canada flights often delayed or cancelled?

Flight delays and cancellations at Air Canada, as with any major airline, are typically the result of a complex interplay of factors, rather than a single cause. However, certain contributing elements seem to be more frequently cited in relation to Air Canada's operational performance. One significant factor is the airline's extensive network and the tight scheduling required to operate it efficiently. This can mean that even minor disruptions can have a cascading effect throughout the system, leading to subsequent delays and cancellations. For example, if an aircraft is delayed on an inbound flight, it impacts the departure of its next scheduled flight, potentially affecting multiple legs of its journey.

Weather conditions are another pervasive cause of flight disruptions globally, and Air Canada is certainly not immune. Severe weather at departure or arrival airports, or along flight paths, can lead to significant delays or cancellations for safety reasons. Air traffic control restrictions, often imposed due to weather, congestion, or other airspace management issues, can also lead to delays. Mechanical issues with aircraft, while generally addressed proactively through maintenance, can sometimes lead to unexpected grounding of a plane, necessitating a search for a replacement aircraft or rebooking of passengers. The airline's staffing levels and the efficiency of its ground operations – including baggage handling, catering, and boarding processes – also play a crucial role. Any inefficiencies or unforeseen issues in these areas can contribute to delays. Finally, labor relations and potential industrial actions by airline staff can also lead to significant operational disruptions, which have been a factor for Air Canada at various times.

How does Air Canada compare to other major airlines in terms of reputation?

When comparing Air Canada's reputation to other major airlines, particularly in North America, it often falls into a middle-to-lower tier. Airlines like Southwest, for instance, are frequently praised for their customer service and operational reliability, often leading to more positive passenger sentiment. Other major carriers, such as Delta Air Lines, often receive commendations for their investments in passenger experience, technology, and consistent operational performance, contributing to a generally more favorable public perception. United Airlines, while also facing occasional criticism, tends to have a reputation that fluctuates, often dependent on specific operational periods or customer service trends.

The core of Air Canada's comparative disadvantage often lies in the perceived inconsistency of its service and the recurring nature of certain operational challenges. While other airlines also face delays and customer service issues, the volume and nature of complaints regarding Air Canada suggest that these problems are more deeply entrenched or less effectively addressed. For example, the perceived lack of proactive communication during disruptions or the difficulty in resolving complaints are themes that are more consistently associated with Air Canada than with some of its direct competitors. While Air Canada does have strengths, such as its extensive network and modern fleet on certain routes, its overall reputation is often weighed down by these persistent criticisms, placing it in a less favorable position in passenger satisfaction rankings compared to top-tier airlines.

Conclusion: Navigating the Path Forward for Air Canada

The question "Why does Air Canada have a bad reputation" is complex, with no single easy answer. It's a culmination of operational challenges, customer service shortcomings, and a perception of declining value for money that has been building over time. The airline’s efforts to modernize its fleet and invest in technology are positive steps, but they must be accompanied by a fundamental shift in how passengers are treated, particularly during times of disruption.

For Air Canada to truly turn its reputation around, it needs to focus on a few key areas: unwavering commitment to operational reliability, genuine and empathetic customer service, transparent and proactive communication, and a clear demonstration of value for the fares it charges. This requires not just policy changes but a cultural transformation that prioritizes the passenger experience at every touchpoint. Until these fundamental issues are addressed consistently and effectively, the question of why Air Canada has a bad reputation will likely continue to be a topic of discussion among travelers.