Originally Posted by Brittany France

This is unreal.

My mom's card had been fraudulently used in the summer, months after our three original tickets were purchased and she had dealt with the credit card company and Air Canada, and received the refund for that fraudulent purchase and they cancelled her credit card. This happened months before she passed away and it was resolved. She was told the two credits for my kids would not be refunded to her credit card because they were for tickets that had been purchased legitimately - makes sense, and she didn't dispute that at all.

Now, I mention that to Air Canada and their new excuse is that the credits are "probably" (they're not sure) under investigation and it could take time - this is after making multiple other excuses that did not make sense and I disputed. It's been 7 months since the credits were revoked. My mom was alive for two months after they were revoked and they never contacted her about those two credits to investigate them, on the contrary, when she dealt with the fraudulent case they told her the other credits would stay how they were and wouldn't be refunded - rightfully so.

And again I was told to email and wait for the response after the 25 business days. I asked her to speak to a supervisor, and she said she can't transfer me but I can have the matter escalated and that I should receive an email from the escalation department in 3 days. Again, awesome customer service.


So basically Air Canada has been holding the credit hostage "apparently" since August, without advising anyone. Is that normal!?!?