Originally Posted by Adam Smith

The (very short) update to my saga above is that, when I wrote in asking whether they could process a further refund request for the same issue via e-mail or whether I had to submit a new case via the web form, customer service told me that, upon further review, they never should have refunded me in the first place since it was an Aeroplan ticket and it was subject to different rules. When I wrote them back pointing out both the detailed fare rules and the website, I got a response acknowledging this discrepancy and saying they would refund me after all. They also claimed to have passed it along the chain to have the discrepancy corrected.

Whether they plan to correct it by changing the fare rules and website to add these fees, or fix the system to match what they have been promising customers, I'm not sure.