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Surely it's just an automatic response which many airlines have in place? I'm sure it'll all be sorted out.
I imagine they recieved the call from CS who probably just had a list of people to call (and might not be too bright) about not using their tickets and the passengers probably went straight to the media with the story rather than go to the airline and put forward their case.
Sensationalism at its worst.
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Kind words are the music of the world. F. W. Faber
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