My wife made a Air Canada reservation in early November for me for my birthday and got a great deal to Honolulu for January flights - $340.49 round trip

She received a booking confirmation e-mail with a booking reference number and PDF file, and we saw a pending charge on our credit card, so we assumed all was good.

Today, we checked the Air Canada app, and the flight is no longer showing.

We tried calling the Reservations Desk, and they said they cannot see the reservation, and were of no help.

We then escalated to a manager, who asked us to send her the confirmation e-mail to her e-mail at globalreservationdesk.com, and then she told us the reservation didn't go through as it was pending (although there was nothing in the confirmation saying the reservation was pending). The manager then hung up on us after we asked for her name.

Any idea what might have happened , and whether there is any way to escalate this?