Despite the travel document mix up there is no reason for the behavior. Staff is assigned to each Gate and position - you don't need names or ID numbers to complain since records are kept. Simply indicate the flight number and date you travelled to our Customer Relations department and they can research from there.
http://help-aircanada.com/aircanada-...ue.do?lang=ENU
This should get you there. If not go to:
http://www.aircanada.com/en/customercare/index.html
Section 4: Past travel issues and send an email.