I really feel for the front line people, this cannot be easy. However BA's damage control was sorely lacking. Rather than checking (obvious from their response) they just assumed the customer was wrong. Do the customer service team not have access to timatic? Or a TIM? Or the Internet? (IATA, which owns TIM, has a free document checker)
spokesperson for British Airways told the Independent: "This appears to have been a one-off mistake made by a member of staff and then accidentally and wrongly reiterated.
"There is nothing to suggest that anyone else has received such communication."
The spokesman added that they would contact Mr Keen to resolve the situation.
This is just not good enough. I trust they will inform Mr. Keen that in addition to covering his cost or rerouting they are liable to pay compensation for denied boarding as per Regulation 261.