Horrible, horrible airline!

Horrible, horrible experience!! We were supposed to travel with BA in August this year. When we got to the airport, we were told that we needed a transit visa. Nowhere was this mentioned on any website or communication from BA. This Visa is literally to be at a UK airport, even though you are not planning to enter the country at all. We did not know about this and obviously would have gotten the transit visa if we did. The BA attendant behind the counter did not provide us with much information, but she did tell us that we can get a FULL REFUND if we cancel the flights before the plane takes off. She also told us to buy new tickets with either AirFrance or KLM, since there were no Visa requirements for those flights. We quickly ran to the counter for AirFrance and purchased tickets for both the outbound flight as well as the return flight, since you are not allowed to board without valid return tickets. This cost us a lot of money that we really do not have to spare, but we did not worry too much, since these costs would be covered by the refunds that we would be receiving from British Airways when canceling the original flight - as promised by BA staff. After checking in our luggage with AirFrance, we ran back to the British Airways counter, only to find about 12 more people in the same situation as we were. We went to the counter and spoke to the same person who told us we can get a refund. We requested her assistance in canceling the flight and applying for the refund, when she told us we have to cancel it on the app and then we will get the option to either receive a cash refund or an e-voucher. We looked everywhere on the app, but could not find any option for a cash refund. Eventually, a second BA attendant arrived and she took my phone and looked for the option as well. After about 5min, she gave up, handed me my phone back, told me she is not fami**** with the app, and they both got up and left without a word. We enquired from a third BA desk where we can find the BA customer service desk, and were given an extremely rude answer of "in London". We eventually submitted the voucher info since our plane was about to take off and decided to sort it out on our return home.

We lodged a complaint with BA and have not received a single response yet. We have been trying endlessly to get through to someone telephonically, but have not had any success - it only says that the line is unavailable and then it cuts off. Furthermore, the voucher is expiring on 30 September 2023. We cannot afford to travel again as we had to save up for 2 years for the trip and have absolutely no use for a voucher. BA refuses to take responsibility for their staff members' actions, since we never would have booked a second flight had we not been promised a refund by the British Airways attendant in the first place.

You should be ashamed of doing business that is *****ed and exploits young travelers in order to line your pockets with as much as possible!