Ran into an interesting situation yesterday. Flying from Yxx to SFO via Yyy. First leg (domestic Canada flight) on AC, connecting to UA flight to SFO. One PNR, two pax (both UA 1K/*G). At checkin, agent at small outstation Yxx insists on charging for both bags (both under weight and size limit). I presented my 1K/*G card, explain my understanding of the Star Alliance benefits -- didn't help. I brought up Air Canada's own "bag calculator" at http://www.aircanada.com/en/travelinfo/airport/baggage/checked.html on my smartphone (shows three free bags) -- didn't help. "Computer says I have to charge you because it goes to the US". Nice. In the end, having no choice (one bag was too large to carry on), I give her my credit card. She prints boarding passes (mine shows UA *G), attaches Priority tags to the bags. Having rarely flown AC and never had a reason to complain about anything, I have never used their Customer Relations department. What expectations should I have when sending an email requesting a refund via http://www.aircanada.com/en/customercare/customersolutions.html ?