02/04/2015 12:20 EST | Updated 04/06/2015 05:59 EDT

Official languages commissioner again criticizes Air Canada progress

OTTAWA - Canada's official languages commissioner has once again criticized Air Canada.

Graham Fraser said Wednesday that the country's largest airline has satisfactorily implemented just one of 12 recommendations made in 2011 about the service offered in English and French.

The other 11 have been implemented partially or not at all.

In his report, Fraser acknowledged Air Canada's efforts to develop a new policy and directives on official languages, including recruitment efforts in Edmonton.

The report also highlighted the introduction of mandatory training for flight attendants to provide bilingual services.

But Fraser said that isn't enough.

To make progress, he said the airline must, without delay, officially empower senior managers. Air Canada must also provide enough money and personnel to offer services in both official languages in the air and at airports.

The airline didn't directly address the commissioner's report, but said its customers are generally very satisfied with its offering of services in English or French.

It pointed to an Ipsos-Reid survey of 2,600 people this year that found 91 per cent of passengers were satisfied or extremely satisfied with its service in the language of the customer's choice. More than half found that the airline had improved its bilingual service in the last year.

Air Canada said it has focused on hiring bilingual employees, but always has trouble finding people with these skills outside of Quebec, Ottawa and Moncton, N.B.