Originally Posted by
YYC009
The way I read this the passenger arrived close to the time Checkin was closing. As part of the checkin process, travel documents are verified. Since it was not a case of a straightforward valid passport, additional time was needed to verify the travel documents. By the time the travel documents were verified, the checkin deadline had passed. The passenger was denied boarding due to the checkin cutoff not being met. Therefore no denied boarding compensation is owed. Passenger then paid a change fee and additional fare to change the ticket to the next day. Passenger successfully traveled the next day.
A year or so later the passenger then requests a refund, of what I am not exactly sure, as the transaction for the new ticket was not an entire new ticket, just the correctly charged fare difference and change fee to change the first ticket from one day to the next.
It seems that the pax did not pay just a change fee but booked an entirely new ticket:
Since she was in a hurry and she booked another ticket with Air Canada for the next day.
... so likely is looking for a refund of the original ticket. Can OP clarify?
Unfortunately non-standard passport / visa + language barrier + checking in just before cut-off often does not equal an ideal outcome.