Originally Posted by quinzinho

That passenger is correct.
File directly with Air Canada citing EU 261 legislation.
Chances are they try to get away with it. If you get that feeling , go to EUClaim. They'll go after the airline until they pay, take them to court if necessary. Costs you 25% of your claim, only when successful . They'll get it done though.
good luck chasing AC until the gates of hell!