official policy is here: https://www.aircanada.com/ca/en/ado/...voucher.html#/
It should go to the email on the PNR. If multiple emails, it should go to the one associated with the first passenger.
​​​​​​The agency is supposed to do that email association correctly, but some agencies out there do weird things. Not sure if that is the issue here though.
​​​​Basically the agency shouldn't even be involved with the whole ACTV process in my opinion and passengers can do it themselves online. They also shouldn't get upset if passengers do, as AC lets them keep their commission.