Air Canada Triumphs at Global Awards for Employee Strategy
MONTRÉAL, Oct. 30, 2025 -- In a remarkable achievement, Air Canada has been honored as the North American Winner for Employee Experience Strategy at the prestigious Global Customer Centricity World Series Awards. This accolade celebrates outstanding contributions to customer and employee experiences from organizations worldwide.
Recognizing Innovative Initiatives
The airline's innovative "Care & Class" initiative has played a pivotal role in securing this award. Tom Stevens, the Vice President of Customer Experience and Service Operations at Air Canada, expressed his pride: "We are incredibly honored that Air Canada’s 'Care & Class' initiative has captured global recognition so early on. This brings a great deal of momentum to the work that our teams are delivering as we begin expanding it to Air Canada’s three Canadian hubs as well as across North American airports." This expansion signifies Air Canada’s commitment to delivering enhanced customer experiences across all its operations.
Goals and Achievements of the Initiative
Air Canada’s primary aim with the “Care & Class” initiative is to elevate the travel experiences of its customers. Stevens noted, "Our goal is to deliver an elevated level of personal care to every customer’s travel experience." The feedback from employees has been instrumental in improving both employee engagement and customer satisfaction. By empowering staff to share their insights, Air Canada is creating an environment where both customers and employees benefit from improved interactions.
Cultural Shift within Air Canada
This initiative reflects a cultural shift towards prioritizing customer experience, contributing to memorable moments even on challenging days. Stevens emphasized that even during smooth operations, the teams are focused on creating lasting impressions for customers.
Celebrating Customer First Approaches
Mark Hamill, CEO of ARCET Global, praised the efforts of all award-winning companies, stating, "It is great to see so many companies still putting their customers first, a true testament to Customer Experience being alive and well. A huge congratulations to all the winners and thank you to our independent expert judges for their time and diligence, ensuring these awards are robust and fair." This sentiment underscores the essential role that customer-centric practices play in the modern business landscape.
About the Customer Centricity World Series
The Customer Centricity World Series is recognized as the premier gathering of customer-focused organizations globally. Celebrating its sixth anniversary, the awards cover not just international winners but also highlight regional excellence across North America, Europe, and other regions. Each year's program aims to showcase remarkable customer experience stories and recognizes the organizations that excel in these aspects.
Judging and Recognition
All awards from ARCET Global are certified by the Customer Institute. Their scoring model received validation from the Business School at the University of Dundee in the UK. A panel of over 150 independent judges evaluates the submissions, ensuring a fair competition for all participating organizations.
Air Canada: A Leader in the Aviation Industry
As Canada’s largest airline and flag carrier, Air Canada operates a far-reaching network with flights to over 180 destinations across Canada, the U.S., and internationally. It holds a Four-Star ranking from Skytrax, which reflects its commitment to high service standards. The airline's Aeroplan program is distinguished as Canada’s premier travel loyalty program, allowing members to earn and redeem points with an extensive network of airline partners, hotels, and car rental services.
Commitment to Sustainability
Air Canada has also set ambitious climate goals, aiming for net-zero greenhouse gas emissions by 2050. This long-term commitment reflects its dedication to sustainability and responsible travel practices. For additional information about their sustainability initiatives, please check Air Canada’s official disclosure on this topic.
Frequently Asked Questions
What is the 'Care & Class' initiative by Air Canada?
It is an employee experience strategy aimed at enhancing customer service and satisfaction.
What recognition did Air Canada receive recently?
Air Canada was named the North American Winner for Employee Experience Strategy at the Global Customer Centricity World Series Awards.
How many destinations does Air Canada serve?
Air Canada provides scheduled service to over 180 airports across the globe.
What is Air Canada’s sustainability goal?
Air Canada aims for net-zero greenhouse gas emissions by the year 2050.
Where can I find more information about Air Canada?
You can explore Air Canada’s official website for news, initiatives, and flight information.
