[Survivor]

One of the Values of Air Canada is "to make every Customer feel Valued". It is well within the job description of the person behind the desk to take the necessary action "at the time you become aware of customer dissatisfaction" to fix the problem. It is not policy to have the customer call to fix the problem on the day of flight when the airport is already empowered to fix the problem. She never should have left the airport unhappy - someone got lazy.