Mr Keen had to travel to the Passport Office in central London to get a new passport.
While at the office, he was told that his passport was actually valid for travel to France.
If the passport office in central London was open to issue a new one, and if the office told him this, then surely either local Border Control officers at LHR would have there same info, or they could call their chiefs at the central office or even the UK foreign office. I'm just amazed that this could not have been sorted out on site PDQ via the old fashioned telephone. I spud expect a very large 'woopsie we're sorry' goodie bag from BA. A refund of extra ticket, the travel costs to central London, plus compensation for all the agro & stress, plus a large bucket of airmiles. If they don't then they will be hearing from his solicitor with further follow up in the press. Squeeze their cajonies.