The flight and the views were great - a fantastic Christmas present for my son. The operations, particularly on the communications side, can improve. Since FlyGTA personnel are not on site at the Waterloo Region airport first-thing/until the flight arrives, let people know that, either in the advance email or put a simple table sign at the desk so people are at least greeted in some way when they arrive and know what to do. The flight was late and we weren't informed by call until 7:30 am, by which time we're already at the airport - given that the flight was delayed 45 mins, I think you could have notified us sooner and the your phone script needs some customer service TLC e.g. "Hi Christine. Thanks for choosing FlyGTA. We're looking forward to flying you to Toronto this morning. Unfortunately, your flight is delayed for XX min due to __________. We're sorry about any inconvenience this may cause, but assure you that your safety is our number one priority. If you have any questions, you can reach me at xxxxx." Just add some language that reflects basic customer service i.e. acknowledge, apologize, fix, thank, and personalize it. Our flight was delayed longer than communicated and there was no additional follow-up. ID was requested of me boarding the flight, but not of my son, and no mention of ID was in the booking materials - add it, both on your web site and in the pre-flight emails. Arrival at Billy Bishop could also use some more verbal direction from staff e.g. "Welcome, How was your flight? You can proceed to..." Again, a little customer service goes a long way. Overall, the flight was great. A better company ground presence with more focus on passengers before and after their flights, and more customer service-focused communications would improve the appearance of the professionalism of your service and enhance passenger experience. It's great to see this service come to Waterloo Regional Airport and I would like to see it do well here.