Originally Posted by sofasurfer

Given the weather conditions, I’m glad that they’ve got out (and en route, albeit a couple of hours late - but I’m sure ground conditions and ops at YYZ must have been a challenge for everyone working today, all credit to them for doing a good job).

Mrs Sofasurfer was told by a desk agent airside that they should be in line for a refund (which surprised me - can anyone confirm this?), and gave them a card which just seems to have a bunch of customer support contact details - customer relations, baggage, refund services, and flight info/reservations).

I’ve got pics of their BPs that confirm they were allocated Y seats, and took a screen grab of the flight status webpage with the FIN #. Original booking confirmation email shows PY, presumably that’s everything I need to follow up… the only thing that isn’t clear to me is how exactly one should proceed in this particular case.

I took a look at the menu options on the “refunds” site and nothing seemed to be appropriate. Not even sure what is reasonable to expect in such circumstances (to be clear, this is only about the downgrade from what we booked with AP miles - not expecting, nor seeking anything pertaining to WX-related delays!).

Any input / advice from experienced hands would be greatly welcomed!