Very Bad Customer Service - Flights Cancelled due to Lockdown in July 2021

We booked flights for our 2 kids and their cousin to travel to the Eastern Cape for holidays. Flights were cancelled due to level 4 lockdown in July 2021. We are now trying to recoup our funds as we no longer planning to visit the EC this year. 1st of all, our challenge is the call centre. After a long time holding to speak to someone, eventually a consultant by the name of Zanele picked up the call tried to assist. The booking reference number could not be picked up the our call. She requested an E-Ticket number which we provided. Zanele requested us to hold as she was busy investigating the matter on the British Airways system. That is when she disappeared and never called back. We held on for Zanele for more than 45 minutes on *** until we decided to drop the line from our cellphone.

I have tried sending emails and we got no response from the airline and Mohammed who is the Customer Re-allocation Coordinator. I must also indicate that this is not my 1st ********** service experience which i had to endure with this airline. Their communication with their customers leaves much to be desired.

All we need is our funds back or new booking.

From a very disappointed customer!