BA insulate from the public with unwieldy systems

My Son has booked and paid for a multi flight itinery which involves transiting through heathrow on the way to the USA and on the way back from Paris. He did so on the basis of BA's statement that my wife SA Citizen would not need a transit visa at Heathrow. She will have valid USA and Schengen Visa's and we do not intend clearing customs at Heathrow - luggage booked through. There are horror stories on Hello Peter of people being left stranded and having to pay another airline to get home based on information given out by BA and BA subsequently refusing to re-imburse. I dont want to be another BA victim.<br> It would be very nice I I can communicate with a real literate and numerate person so that I can get the necessary writen guarantees from BA<br> <br>