They say that they have to be open (makes sense) but they also allow you to claim via an anonymous trust, but she can't do that because she signed it. Feels like they could privately identify her to make sure she's the name on the ticket and then do the public part via a trust.
This might not fit the way the relevant laws are written, but they can't say that they're fighting in the interest of openness by not allowing this but allowing the anonymous trust in the first place.