Phx,
I think it is YOU who is not getting it. The airline had a simple solution... do not give this information to the customer when asked. Point them to the appropriate website or consulate. To suggest that every transaction we have with a business has to be independently verified is ridiculous. Commerce would come to a grinding halt if every time we undertook a transaction we had to independently verify everything they told us is true. If a company sells you a service or product, you should be able to rely on what they tell you relating to your use of that product or service. In this case, the passenger specifically asked the airline if a visa was required.
Your criticism would be valid if the passenger had not asked and was blaming the airline for not letting them know. What makes this different is the customer asked the airline if a visa was required to use their service. They were told no. This misrepresented the situation and is not the customers fault.
To call something a lie does not automatically imply intent; but he is angry at having his whole christmas plans destroyed by the error of the airline and their failure to properly resolve the problem. Your determination to poke a stick at the victim is sad.
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