So Mrs. Dokes, flying on an AP Reward ticket booked on my points tries to enter the Trans-border MLL at YYZ yesterday afternoon. She shows her AC boarding pass and her VISA Infinite Privilege card and the agent tells her she can't enter because her AP # isn't on the boarding pass. Mrs. Dokes offers to provide her AP # and shows the agent the website showing that she has lounge privileges with her VISA card and should be admitted, agent still says no. Agent gets another agent who agrees with the first one, so not to make a scene Mrs. Dokes leaves.

Has anyone else had this experience and who should we complain to? AC? AP? CIBC?