Ozzie, when the head restraint is in the correct position, the lady's head is bent forward so her chin is nearly on her chest!
So she raised the thing, trying to get the bulge moved away from the back of her head. Now it is too high to be safe. Because the back of her skull is more inline with the thinner lower portion of the restraint, or even the metal pillars. She would be in danger if, due to whiplash, her head is flung backwards, as there would be inadequate protection.