Air Canada screwed up my itinerary
This is a bit complicated, so I'll try to explain it as clearly as I can.
My 10 y/o son and I are traveling together on a trip from Vancouver to Amsterdam via Montreal (on August 7th, this leg had already occurred) returning from Lisbon to Vancouver via Toronto (this leg is to come). We booked on Aeroplan points, I have SE status and quite a few unused eupgrades so I booked us into premium economy with the hope of being upgraded.
Several days before our outbound flights we received confirmation that the Montreal to Amsterdam leg cleared for the upgrade. Great. On the day of the flight, prior to boarding, one upgrade became available from Vancouver to Montreal. I gave this to my son so he could sit with his mom (traveling on a different itinerary who was already seated in business).
Here's the problem: when only one upgrade became available, they split my son's and my single itinerary into two (without informing us this would happen) which has totally screwed up our future flights.
My son, who has no status, is now on an upgrade list on a separate itinerary from mine on the return legs. This means he essentially has no chance of being upgraded while I have a good shot. Also, I believe because of his lack of status there's also a cash adder required in addition to the eupgrades, although that's moot because he won't be upgraded without having status.
What can be done to have Air Canada fix a situation of their own creation? I'd like to go back to our original situation of having the same booking itinerary where his upgrade chances are linked to my status.
Edit: Yes, I have called the concierge line. I also used the priority email in case the first agent was misinformed. They've been courteous, but ultimately unhelpful. They have told me that a split itinerary cannot be rejoined, but if I want I can cancel my itinerary and rebook which is obviously not a risk worth taking already being in Europe. I don't want to be stranded. They also told me they would have to charge me a booking fee for them to do it over the phone, which I thought was salt in the wound.