I am trying to claim missing miles for my parents on an Air Mauritius flight claimed to Aeroplan. 3 of the 4 sectors have credited automatically on time, but one sector did not credit. I was unable to claim via the website after 2 weeks so emailed credits@aircanada.ca and received the following response.
The airport information you provided is invalid because the airline does not have a record of the ticket number you entered. The airport, ticket and flight number must match those of the missing flight you are submitting.
I had attached copies of the ticket and boarding pass, and the other flights on the same ticket credited just fine (including the preceding connection flight the same morning). The missing sector is MRU to CPT if that matters and the class is Business Class (I) which is eligible for 125% miles.
What's my next step to escalate this?