Like I said, the pax's story lines up with what DFW records showed. Beyond that, I can't say but I did manage to get approval for my settlement without having to write to the Captain and CSD,
I'm sure DFW made sure they put the same excuse in the system as they told the pax. The fact you didnt have to write to CSD/Capt just makes me more suspicious. One way or the other DFW were fibbing.