Just going by what the pax was told and what was recorded at the outstation when I investigated the claim. I'll admit, it did seem strange to me but it definitely happened on this one particular flight. I ended up cutting him a £1000 cheque plus an upgrade on his next flight. When I discussed this with colleagues, it seems that it was not an isolated incident. A call to the CSD hotline could probably bring up some quick statistics, if anyone is particularly interested.