Hello all. Need some guidance on the next steps for my Cuz. He, his wife and their kid were travelling on AC1652 (Rouge) on Friday he 28th. The 18:10 original departure time eventually left at 0:28 and landed at 3:37 (yes..am). Bonus: no luggage services at MIA at that hour so they had to wait until 5:05am to get their luggage which were properly soaked after sitting in the rain for the better part of 90 minutes.

I suggested they claim to APPR which was denied because the cause for the delay was identified as unexpected mechanical = safety. even if the inbound landed at 21:30.

Here is the kicker. In the email it states "Ce vol a été annulé pour cause de" Translated: This flight was cancelled because.... but the flight was never cancelled.

Is there a way to escalate this internally to AC given the obvious error in the refusal or is CTA the only next step?

Thanks in advance.