That's the thing Kirsty Allsop was on TV and seemed genuinely perplexed. Phil (who works with her, but I dont know his name) seemed perplexed. KA also confirmed that BA had been in touch with her and were lively and said they have no record of the event, as they would have.
Every large company I have worked for, and the one I work for now, has always had a rule that if a high profile person seemed unhappy with service, they let the relevant team know. Just incase they bloody tweet about it and the company can head it off.
A company may be wary about a member of staff that publically slags off a celebrity, without any basis.