Not in their best interest indeed. Here's the postscript (just got off the phone with her): They said her fare was "restricted" and therefore "use it or lose it".

What's funny is that she is the chief auditor for a global Pharma co with 47,000 employees. The global HQ is in Indianapolis, the European HQ is in the UK. Her first order of business when she gets home is to sit down with the head of travel services group, share the experience, and ensure that none of their future travel business goes to BA.