“Our operating procedures were not followed correctly in this instance,” the airline said in a statement. “This includes apologizing to these customers, as they clearly did not receive the standard of care to which they were entitled.”
They received the standard of care that we have all come to expect from Air Canada.
Air Canada isn't an airline. Air Canada's main line of business is extracting tax breaks and subsidies from the federal government. It just pretends to be an airline to do that. It is very clear to anyone who has flown with Air Canada that they view their customers at an inconvenience.