To be expected
AC, the worst airline, from the world's second worst staffed airport (heathrow) to the worst airport (Toronto.) Typical experience.
It is an AC and airport employee problem.
Recently with Westjet I had a similar problem where I actually made my own connecting flight one airline to another and was late. Ran to the Westjet counter, the flight was closed and staff were just cleaning up - one Westjet staff member ran to the taxi and checked my luggage, another booked me in and took me to the gate and security where I asked if others would let me line jump which they politely did (maybe because the Westjet staff was there!)
These events probably happen everyday, every hour at a ticket counter - difference is if staff cares and if the airline encourages staff to be customer service centered. AC, Heathrow and Toronto are not customer centered.
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