Where am I ? ....
Seeing the BBC/Wales piece (no CWL management response~), looks to us as if the pax went through a 3rd party booker, got an A4 piece of paper as a ticket instead of usual small book that you get from Thomson directly. To us, the 3rd party got it wrong with the original ticketing info - pax asked for ACE but got Dalaman on ticket, thus Servisair not at fault ? The pax was ? Didn't check ?
To blame Servisair staff especially being ''Joe Public'' today, seeing my relatives off, one can only describe the whole check-in process as a scrum with people arguing, getting confused/flustered. These desk staff deserve a medal with the attitude of some travellers especially when they present and obviously haven't checked their own tickets. WW / TOM multiple check in may work for KL regulars but NOT annual holiday makers.
Did the luggage go to ACE unaccompanied ??