Luis Diaz and his family went to vacation in Branson, MO. According to Diaz, the manager objected to the cashier applying a discount to an entertainment package. The manager, who Diaz says is the man in the blue shirt in the video, wanted the family to pay full-price for the tickets because the mother does not speak English.

The initial encounter was not caught on video. Diaz says that after taking his family out of the store, he went back with camera rolling to confront the manager. The manager is calm on the video explaining that both husband and wife must speak English in order to qualify for the discount.

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