Just the peril of using travel agents, which are well known to regulars in this forum. The FTV from travel agents gets retained with the travel agent (usually), and their policies and processes applies. You could name the travel agent if you want to inform other FTers. Some travel agents would be keen to keep their customers happy, perhaps more so than BA, so I can imagine some agents would go the extra mile in seeking out good prices, to retain their customers' loyalty. To be fair, ITA is only a guide to published fares, some agents specialise in non published fares or can't / won't offer published fares at all, they only do ITI and bulk fares.