00000nam##2200000za#4500 9.695046 CaOODSP 20210624234408 cr ||||||||||| 150407|2011||||xxc|||||o f|0| 0 eng|d CaOODSP eng n-cn--- SF31-109/2011E-PDF Canada. Office of the Commissioner of Official Languages. Audit of service delivery in English and French to Air Canada passengers : [electronic resource] final report Ottawa - Ontario : Office of the Commissioner of Official Languages September 2011. 39p. The catalogue number (SF31-109/2011) and ISBN (978-1-100-53756-6) for the bilingual print edition have been incorrectly copied in this PDF version. The audit had four objectives: to determine whether Air Canada’s senior management had made a commitment to offer services of equal quality to passengers in both official languages; to determine whether Air Canada actively offered and provided services in both official languages in airports where it has language obligations and on flights on designated bilingual routes; to determine whether it consulted representatives of official language minority communities in the various regions to identify their bilingual service needs; and, finally, to determine whether the institution effectively monitored the quality of its service delivery performance in the language of the official language minority community, both in the air and on the ground. 11-40 2011-10-07 Bilingual services gcpds Air transport industry gcpds Vérification de la prestation des services en français et en anglais aux passagers d'Air Canada : (CaOODSP)9.639204 Audit of service delivery in English and French to Air Canada passengers : (CaOODSP)9.673131 Vérification de la prestation des services en français et en anglais aux passagers d'Air Canada : (CaOODSP)9.673132 http://publications.gc.ca PDF 987 KB https://publications.gc.ca/collections/collection_2011/clo-ocol/SF31-109-2011-eng.pdf