I am genuinely confused and trying to understand what I am missing here.
I originally booked a Flex fare with no change fees. I already completed the outbound portion of the trip, then later cancelled the return flight and received an email showing a travel credit of about $511 that could only be redeemed by calling Air Canada.
I later called to use that credit toward a new flight costing around $650 and expected to pay roughly the difference.
Instead, I was told I would need to pay an additional $383.
The agent explained that:
The amount in the email was supposedly incorrect
The actual credit available was only around $313
They could not explain why the email listed a different amount
They could not honor the amount shown in the email
If I wanted details on the calculation, I would need to contact customer service and wait up to 20 business days
After looking closer, the amount they quoted over the phone seems to match the base fare of the cancelled return flight, but I still do not understand how the numbers add up. Even using that amount, the math still seems off.
Has anyone experienced something similar or can explain how Air Canada calculates these credits?
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