I honestly believe that BA also doesn't understand it. The wording is too ambiguous, the process too easy to fall foul of and the rules badly communicated internally. This is why we see BAH saying no to awarding TP, regular BA assuming that BAH should award them and us punters falling through the crack in between. I've had cases where points (bonus and full value of the BAH) have been awarded very quickly. The process clearly can work. Another case, now three months since return, where the TPs, whether for the full BA'H' value or just for the flight cost have not been awarded and BA is unable to either explain why or remedy the situation.