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Sunwing is a reputable company (my wife and I went to Cuba with them a few years ago) but it sounds like the first agent fucked up and the rest of the beaurocracy is throwing her under the bus, or off the plane as it were.
If you were a marked, hotshot business traveller I bet you'd get some love, but I think you're out of luck.
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Building an artificial intelligence that appreciates Mozart is easy. Building an A.I. that appreciates a theme restaurant is the real challenge - Kit Roebuck - Nine Planets Without Intelligent Life
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