That's hit the nail on the head!

It's embarrassing for us because we are saying that CE to Y/W should have lounge access - something that the available evidence supports. In reality, this is not always the case but BA have not made any attempt to communicate this. I don't think people mind the fact that they don't have entry to the lounge but they will mind the (small) inconvenience of trudging there and (large) embarrassment of being turned away.