Terms and conditions are not always enforceable, and not everybody always agrees with their actual meaning.
I don't know what the chances of getting the ticket returned are, but if they won't talk to him, then I think it may be worth the relatively minor cost of at least forcing them to address the issue.
I don't know what the chances of getting the ticket returned are, but if they won't talk to him, then I think it may be worth the relatively minor cost of at least forcing them to address the issue.