Yes Rutan16, they did not read the rules. When I book, I always check the schedules to see who is operating the sector. I saw outsourcing start down the road of 'No customer service' 30 years ago. In the UK, the Government have used outsourcing to save Politicians from blame. They dump the outsourced person or company and swan on down the river.
Nonetheless, someone trashed the case and I hope that the company pursue BA, to whom they paid the money. Could be a long haul but if they don't make progress they can write a song. Having high quality photos is the first step.