I have flown with them many times, but in general I'm not a big fan of them. Overall, i wish you luck in getting your letter answered, though I would probably try mailing them a formal letter to their representative office in Vancouver, if not the one in Toronto.

Though if you bought your ticket through an AC counter, then maybe you write the letter to them and have them trace the results (as they are part of the alliance), though not sure if AC would actually do anything as they have enough complaints.

write a letter and keep us posted as i would love to hear what type of compensation they offer.

good luck