Air Canada seeks to soften image

After years of focus on efficiency and cutting costs, Air Canada intends to take a more customer-friendly approach under new CEO Calin Rovinescu. "Calin has made it known to managers throughout the organization that he wants to reverse customer-unfriendly policies that have been instituted over the last few years," says a senior official at the airline. That means the return of blankets and pillows, more help with baggage transfers, and pets once again allowed in the cabin.

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