How is not an honest mistake? In order for it to be beyond that, there has to be some knowledge or intent to break the rules and protocol. So far we have no good evidence of it. All we have is the story from one side, a side that admits making actions (also mistakes) that strongly contributed to the problem not being remedied. Two people with tickets to one seat happens from time to time. It's life. People and machines aren't perfect. There's a long list of ways one or more honest mistakes or machine errors leads to a problem such as this.