RE:Not Customer Friendly!That not an Air Canada's problem; it's an airlines industry problem. Thay all have the same behavior. It's so capital intensive, so a fixed costs industry that they evolve with tight and rigid rules for the customers. You can't change something without a fee. Flexibility is an extra, it is not included in the ticket.
Agents didn't have any latitude for the kind of compensation you asked for. It's a fill the cases job, not a decision making one.