Does anyone know if the priority contact # located on the back of the Altitude card are actually dedicated agents (with advanced knowledge) for Altitude members? Or are they just regular Air Canada reps and the phone number just bypasses the queue?

The reason why I ask, is b/c I had made a booking, on a Latitude fare, and called to cancel the ticket and get a refund. However two different agents who answered the elite line said they couldn't do it and just post it as an available credit on my account. The third time I called the agent said he could refund it but was very hesitant to do so and had to confirm with is supervisor that a fully refundable fare could actually be refunded

I finally got my refund, after going through 3 different agents, all on the so called elite desk

And for those who would ask why I just didn't cancel under manage my bookings that option was not available as this was booked with an agent and had to be cancelled via phone.