Employees who deal with the situation you were in like the way Alan did have no business being in the business. This is a multi-daily event and should be old hat for any employee who's been there for any amount of time at all. I would certainly follow up with Air Canada by way of email to let them know the way you were treated.
By the way, what was the result of your dilemma? Also, you mentioned you've been flying constantly for 20 years and have never encountered this type of ticketing situation. I'm guessing you're talking about an overbooked flight. Not doubting you (well, maybe just a little) but you've been extremely lucky then to never have encountered a full flight where airlines ask for volunteers. Also, it makes no difference the price one pays for a ticket as far as who gets screwed. Airlines are an equal opportunity entity when it comes to that. It only matters if you've shown up later than most and didn't have a seat reserved.
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