Customer Relations

P.O. Box 64239, RPO Thorncliffe

Calgary, AB, Canada T2K 6J7
Fax 1-866-584-0380 (403) 569-5333
e-mail: aircanada.com/customerrelations

June 14, 2022

Re: CAS-4497607-J4L2F0

Dear Mr. Santos,

We are in receipt of your claim submitted on behalf of Avianca Airlines.

Let us first say that we are sorry that you were disappointed with your
recent travel experience. We would like to share some context that may
have contributed to your unfortunate situation.

After investigation, we have determined that our flight AC120 from

Vancouver to Toronto on May 28, 2022, was delayed for 9 minutes due to a
system wide IT outage. This delay in-turn triggered our systems to rebook
you on the next available flight as the connection was no longer deemed to
be feasible. In order to complete this rebooking process, Air Canada had to
take control of your electronic ticket . We sincerely regret that you were not
able to board AV205 and apologize for any inconvenience this has created .

In addition, we regret that your baggage didn’t arrive with you. Rest assured
that your concerns have been forwarded to our Baggage department for
further handling and a response will be sent under separate cover.

As a goodwill gesture, we would like to offer you a one-time discount of 25%

off the base fare on your next booking at aircanada.com. Below, we have
provided your Promotion Code and instructions on how to receive your
discount.

We hope, Mr. Santos, that we may have another opportunity to welcome you
and Mrs. Rodrigues on board.

Sincerely,

Taira Kassam
Air Canada Customer Relations
**ABOUT YOUR PROMO CODE **

YOUR CODE IS: TN6W8XC1

To receive your discount, enter the one-time-use promo code above in the
Promo Code box at aircanada.com when you make your booking. If booking
with your travel agent, they may enter the code at aircanada.com/agents.

This discount offer is valid for three years from today. This means you must
complete the booking and travel within three years. You may use your
discount for a new booking only, not an existing booking. The discount
applies to a maximum of four passengers, provided all passengers’ tickets
are booked at the same time.

The discount applies exclusively on the published base fares for Air Canada,
Air Canada Rouge or Air Canada Express (operated by Jazz Aviation LP).

The final base fare can be found on the screen ‘Fare Summary’. To the right,
displayed in red, you will find ‘See fare details’. Please note that when you
see the fare displayed on the Select Flights screen, the discount has already
been applied.

Promo codes cannot be combined with other discount codes and are not
valid on Air Canada Vacation packages.