Well, in that regard, what do you and flysurfer think about EC261 in this case? If I interpret it correctly the OP was not only treated very impolite but was also denied his rights.
I fully agree with you. But I also know from my fights with LH, that in the end I get compensation as HON and the SEN guy next to me gets nothing. And in this regard AUA is worse than LH big time. Their CS don't even cares if you are HON.
So what do you suggest to do? Go to court? They know you don't....and the flying public just has no lobby. And FT sure isn't helpful in this regard either. For my part I decided to care about my own well being the most. I only fight when its worth it. And if I fight I mostly win.