jonm has it - at Shrewsbury he was offered his money back, and it was not what he wanted.

I am assuming it is the same man (that narrows it down a bit) but the way it was conveyed is the issue. Sandra is a very easy person to talk to, but pragmatic.

The guy was still around scrounging his free "in" to the swimming pool on the Sunday.

His actual complaint was not stated by him nor Sandra - but if he can't delineate it to stewards and insists on speaking to the boss, it is a big clue to his modus operandii. You don't get to my age (30 today would you believe?) without reading people resonably well.

If you need to know, ask those who can tell you more accurately.

The point is "forewarned is forearmed". You can deal with instead of react. Maybe not what he wants, but it should be what you want.