egnxema:
We're getting away a little from the original topic (maybe because no one has bitten with the details) but in the situation you describe the couple had apparently booked on the web, where such gross blunders are by no means unknown. Remember it happening at the time - what tourist industry there is in Sydney NS, right up to the mayor, all rallied round and some publicity was generated.
Air Canada is no stranger to web booking cockups especially at Toronto where they have flights to both London, UK and London, Ontario, let alone also to both Sydney NS and Sydney NSW (which when expressed that way you can see gives additional scope for confusion).
BTW there was a German pax on a charter Frankfurt - Bangor Me. - San Francisco who didn't realise the intermediate fuel and customs stop on the US East Coast was not the final destination, left the airport with his luggage, took a taxi to "Ze Holiday Inn" (one in every town), checked in somehow and then asked the reception where the cable cars were !