Originally Posted by YYC009

Trying to decipher and read between the lines...

The way I read this the passenger arrived close to the time Checkin was closing. As part of the checkin process, travel documents are verified. Since it was not a case of a straightforward valid passport, additional time was needed to verify the travel documents. By the time the travel documents were verified, the checkin deadline had passed. The passenger was denied boarding due to the checkin cutoff not being met. Therefore no denied boarding compensation is owed. Passenger then paid a change fee and additional fare to change the ticket to the next day. Passenger successfully traveled the next day.

A year or so later the passenger then requests a refund, of what I am not exactly sure, as the transaction for the new ticket was not an entire new ticket, just the correctly charged fare difference and change fee to change the first ticket from one day to the next.