Originally Posted by ginmqi

To me, running a successful and profitable business is not simply about strictly adhering to the T&C to the letter. By creating an antagonistic relationship with this customer, it potentially sours him/her for future business. And if this person happens to come to a windfall or become a powerful decision maker in a large company that can wield 7 to 8-figure travel spend each year....incidents like these are not going to help.