Just got an email confirming that my booking was made directly by the IT dept, followed by a phone call from them 30 seconds later telling me about it.

Apparently it is NOT just me, they are having this problem with a lot of flight
pass holders not being able to access the passes.

When I asked about how I am supposed to U/G this segment if I cannot access
the wallet, the agent said he would do it himself manually tomorrow AM.

So, to answer Stranger's question:
"what's the problem with India? Do you really expect the people in Montreal will
know any better? Don't you think you'll just get the same canned answers (AC for
dummies, I guess) but in French?"

Obviously not - the Montrealers were able DO something, and act proactively,
instead of just telling me to clear my cookies and revoot.