You do get the weirdest complaints that any sane person would not believe could possibly be made, so I would not be surprised if these are genuine. a for the travel companies dealing with them before the sale is made, I think that is way off-beat. They have to assume a certain level of intelligence or they would be accused of trying to teach their grandmothers to suck eggs - and even then there would be SOMEONE who would find something they had not covered - and if they have tried to cover ALL the bases and someone finds one they have not thought of they will be even more liable to litigation!