Hi all, I came here for your expert opinion on whether I have a case to complain to AC. Since this thread already existed, I figure I would add to it here instead of starting a new one.
I was booked on Flex fare traveling last night on the 905pm flight EWR to YYZ, but when doing OLCI, I put myself on standby for the 715pm flight.
At arrival at EWR, I went to the check-in counter (pre-security) to inquire about my place in the standby line, but was told flight had not yet closed. The agent also informed me that there would be a fee of $75, which is exempt only for Latitude and Executive Class. I disputed this, explaining I was on Flex fare, and that Flex offers same-day airport standby between Toronto and New York. He said that was the case in the summer but not any longer.
After security, at the gate, there was a different agent. I asked her to look at my iPhone screen showing the Air Canada table of fare options for US travel:
http://www.aircanada.com/en/news/oneway/index_us.html
She said she would inquire to see if I could be exempt from paying a change fee. At the same time, I called Air Canada Reservations, who after about 10 minutes of looking for info, confirmed Flex is free airport standby. I asked if there was some kind of reference number that I could quote to the agent (thought maybe some internal memo, etc). Unfortunately, no.
The agent called me back to the gate and told me she called Help Desk, and was told that my fare Flex (T) does not qualify. I explained that when I purchased my ticket on Air Canada, I had the option of choosing Flex or Tango, but not which fare class of Flex, and that I purchased Flex with the understanding that same-day standbys, not an advance confirmed change, would be free. She apologized, told me she could clear me for the flight, but that I would have to pay.
Well, wanting to get home early, I reluctantly paid. On boarding, her colleague (the one whom I saw at the Check-in counter) actually made sure I had paid for a change.
Anyway, do I have a case to request a refund of my change fee? I'd like to try, but want to ensure I understand the rules and have been wrongly charged, before going through the hassle.
Thanks!!