He is booked to go via Frankfurt and wants to skip the Frankfurt/Oslo leg (ie, the second half of the performance). Air Canada have already allocated him a seat on both flights, there is no additional cost to Air Canada if he chooses not to take the second leg. In fact, Air Canada choose to see this as a potential loss of revenue, because they can manipulate the rules to their advantage by suggesting that this change means the customer should pay the "walk up rate". Why should he? They have known in advance because he booked it in advance.
I cannot see what is has got to do with it that he could have routed via London, Paris or Timbuktoo. He didn't... Air Canada are in no way materially disadvantaged by this change, and could potentially be advantaged by it. Luckily, EU regulators are taking action to stop this kind of abuse of power by the airlines. The fact that you cannot see the point, and continue to defend the indefensible says a lot about the training and attitude of airline employees.
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