Judge, the customer is telling us categorically that their documentation does not say this, and their journey coincides with the policy change. If it does, then you are right, they have no leg to stand on. However, they are adament their documentation does not say this and I think that would make it a legitimate complaint.
There may well be a generic clause hidden in the T&C's on page 251, sub clause 50 which says that these T&C's are subject to change, however the courts have repeatedly found that where there is a significant or material change to a contract, the onus is on the company to notify the passenger.
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