Nice to hear a good customer service (aka: living up to your promises) story. I hold the same card and charge all my travel to it for the points of course, but also for reasons such as the one described.
I enjoyed similar prompt service after requesting my CIBC Aerogold Visa insurance (not Infinite at the time) redeem hotel expenses in YYC after a weather delay resulted in being stranded overnight. It was a paid T+ fare on AC, they didn't quibble, and I remain a loyal cardholder.