Reply and tell them what you just told us. Keep at it!

I had an issue this past year
Initial response: 20% off...not good enough, I wanted real money back in my pocket...eventually after several emails I got $400...but it took persistence, clearly articulating my costs and their promises and knowing some of my rights.

A good quote from this article http://www.cbc.ca/news/business/pass...tips-1.3907396 is:

"Many of the good values we have as Canadians … we are respectful, we are patient, we are kind to each other … the airlines are exploiting those against us."