Everything is a PROCESS nowadays. And the PROCESS is implemented many times by people who do not have any touch with the industry and in increasing number of cases by people who are many continents away When half the travel agency staff in India dont even know that airlines from Mumbai still operates from two terminals of the SAME arport and not two different airports, is it any wonder that people will not know that Vancouver and Tornonto lies in two different ends of the country (if they are able to identify the country in the first place - that is!!!).
Not suggesting that this call was handled from India, but this is the way things will turn out soon enough!