The guys and gals who work the front end at LHR are nothing short of superb. I'll have achat and find out why this happened, but it is guaranteed to be nothing more than an anomaly.
It shouldn't happen, but given the compentancy of the peeps involved, then there must have been a darn good reason for it. BMI might have lots of problems, but it's customer facing and operational staff aren't the cause of it.