Regardless of how this plays out, this is reassuring:
"We kindly recommend you to contact our Customer Service Line at the phone number (+1) 800 772 4642 and request the total reimbursement of your tickets."
At first glance, it appears that if the Avios are withheld, tickets can be refunded. That's a pretty big deal and, based on the redemption opportunities, might not be a bad result given limited award availability.
Seems like they are handling this in a professional manner. Some poor souls are no doubt having a truly career-limiting experience right now. Let us beam good thoughts for their well-being!