When you make a mistake in customer service, it is imperative to acknowledge it. Apologize and admit you were wrong. Your policy is fine however, if you have a policy it must be enforced consistently. There cannot be sporadic enforcement, or you as a company end up making yourselves look stupid. This is not the DMV. People have a choice, just like you remind them at the end of your flights. Alienating even one customer is just bad business.
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