I’d actually be on her side if she had just said that she does not consent to being filmed and she would only continue processing the customer’s request once he stopped recording. At least, if it had happened in a jurisdiction where consent is required.
How can something like that ever be completely above board? They’re randomly refusing to provide a service that has already been paid for. That’s a direct breach of contract (and if the small print says otherwise, many jurisdictions have rules that render such small print clauses invalid), and of course the airline is liable for the damages caused by that act (in some jurisdictions at least; should be, in others). If they did it on purpose, that’s called fraud. If something like that happened to me, I’d just naively try including my bank account number and a copy of the receipt for the replacement ticket in my letter of complaint.
Never got used to those thank you speeches. I realize it’s more common in the English-speaking world for companies to thank their customers, but in Austria, I’ve only ever heard airlines do it. My gut reaction is always, “Yeah? Well I didn’t intend it as a favor to you - you just happened to offer the cheapest price/best connection/were chosen at random by my travel agent/my company/etc.”. It offends me because the person saying “thanks” is just reading a script and would be fired if they refused, and the soulless corporate entity supposedly thanking me is by definition incapable of feeling thankful. Insincere thanks are worse than no thanks.
