Bit of an update: Called back twice to check status of refund, only to be told that my request was never submitted, never mind processed. Upon pressing, the agents could see ‘a note in the system’ and proceeded in showering me with everything from useless advice (send us an email, cancel your booking online, etc) to total negligence with one agent adding a random flight to my booking in order to make it live again so I can see it online (!). Of course I asked for no such thing to happen and it was a miracle I did not explode over the phone as soon as she said that she’d done that.

After all this, I decided I had enough. I’ve initiated a chargeback via Amex and the money was back in my account immediately as Amex chases Air Canada.

I know exactly what has gone wrong here: It’s a simple story of this case falling through the cracks. It’s a phone booking, so had to be cancelled via the phone, and it just so happens that everyone I’ve spoken to has been useless. Every company is as good as how they handle their non-textbook cases. And Air Canada failed miserably in that respect.

Even filing a complaint is borderline impossible unless it’s for a medical issue. If I have some time, I may fill in the customer service ‘General Request’ form, but any attempt to select an issue with refunds, cancellations etc, just funnels you to either the reservations team, or a dead end.