Short-sighted of them (and in keeping with one or two experiences I have had) - very reluctant to admit fault, drag the process out as long as possible and make some effort at recompense - not quite sufficient to make one feel happy or valued. As a result they have save £50 or £100 (plus or minus a few thousand Avios) and have reduced the loyalty of a customer (and possibly some of their friends and relatives). Wonder if anybody at a corporate level ever thinks about the value of a frank admission when they have got things wrong and and quick and generous (not stupidly so) offer to make things right?