Air Canada complaint: We were not allowed to boarding the flight from YVR to HKG due to we were not informed properly before boarding the flight from YYC to YVR.

My complaint:

Cathay Pacific airline were not allowed us to boarding the flight 888 from YVR to TPE due to missing document call Thailand Pass. By the time Cathay Pacific informed us that we needed to apply for Thailand Pass before we can board the aircraft and we did apply and received the Thailand Pass but 10 minutes too late. The aircraft was already left port and heading out to runway.

I am very disappointed that Air Canada and Cathay Pacific were failed to exchange information importance this. Before we were boarding the flight from Calgary to Vancouver, We understood that we have all the document that allow us to get on the flight and to our final destination without any problem. We told the reason that Air Canada were not able to print boarding pass for the flight from YVR to HKG and HKG to BKK is due to Cathay Pacific was not member of the Start Alliance member.
We have to paid for fight back home ourselves because this chain of events. Booking refence number 2BTSTO and hotel reservation 10374724.

Reference booking number 4DLKNS
Bouavone Phoutthakeo Cathay Pacific Airways: 160-3973441198-99
Tommy Bouphasiri Cathay Pacific Airways: 160-3973441200-01

Suggested solution:

Please get together with Cathay Pacific airline and refund for 4DLKNS and 2BTSTO as soon as possible. Thank you so much.