Given the circumstances you present it does appear to be harsh. But "disgraceful" is probably stretching it - although well done for exciting such a lively response.
Originally Posted by bmifly
As a regular BAflyer I expect a reasonable level of sevice.
I think as a BA Gold, indeed any, passenger you are entitled to reasonable service. Perhaps asking them to break fare rules is expecting more than reasonable service..? Given the savings on the restricted tickets - it essentially boils down to asking for more than you paid for.
I have found them to be reasonably flexible/understanding. In such situations I find the best approach is to accept responsibility and ask if they can help. Perhaps you got someone on the wrong day...