Bad service at British Airways

Very poor customer service, I’ve booked a flight ticket and car hire package for a friend which was already paid for in full but to my surprise, the car couldn’t be released to my friend. When trying to find out what the problem was, I was transferred from one consultant to the other so to cut the story short, my friend had to hire another car from their own pocket cause we couldn’t get any help from British Airways... ref KTY6G9