Thanks for the replies. I have ordered her a replacement phone for £130 to give her upon her arrival back in London. So has bought a cheap £8 one to use during her trip. I am not even going to bother with the travel insurance as the excess probably makes it not worth the hassle. I guess she should wait to hear from the Airport/Airline as they said they would get in touch.
Good point CWS with the steps, and ill suggest she tweets them with the details asking for the steps to be reviewed. She has twitter thankfully, I do not !