Only an issue (in the press) because of the fact they are newly weds. More than likely travelling on a passport in her maiden name so unless their agent (providing they used one and didnt just book it themselves) put an OSI message into the PNR how is the airline to know they are honeymooners. They may have also booked the cheapest sale ticket going for that flight so were the logical people to bump ahead of those paying a higher fare for their flight.
At what point does BA’s responsibility stop? If they have overbooked and only have one seat left they are required to accomodate and compensate one of the two passengers overnight until the next available flight but should it be thier responsibility to A&C both passengers as they are on honeymoon?
Ultimately this was a decision taken by the ground handling agents so while BA may be ultimately responsible they are not really to blame.
Any organisation as big as BA that deals with the volume of customers on a daily basis that BA does which also relies on the services of human staff and contractors on a global scale acroos multiple languages, cultures and countries can not get things right all the time and there will always be mistakes made on a daily basis. there will always be someone dissapointed somewhere, you can, after all, go on tripadvisor and find terrible reviews of the ritz, does not stop it being one of London’s best hotels.