I am struggling to disagree with a word of your response. My point is exactly the one you make. The airline Terms & Conditions are often unreasonable, applied capriciously and lack cohesion. This often means employees apply them unfairly (or often don't even understand the rules themselves). But they are written in such a way that the airline can, and will, apply them to their advantage and point to the T&C's when you complain. In this case, I am arguing that there is little room for manoeuvre, as their T&C's are pretty clear.
The king of this tactic is Ryanair, who's T&C's are designed to trap the unwary, inexperienced or infrequent traveller.... But frankly they are all at it now. One Way or another.
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