Don’t book using Vitality Travel!!

Our daughters Uk visa never arrived in time for her travels to the Uk. Her flight was booked through Discovery Vitality to fly on British Airways. We have been completely disregarded by Vitality Travel, they keep telling us they can’t help us & to contact BA, when we get in touch with BA, they say they can’t help us as Vitality Travel needs to cancel the booking. We have spent about 6 hours on the phone to no avail. The customer experience is absolutely shocking to say the least, we get put on hold, transferred from one department to the next and then often cut off. We cannot speak to anyone more senior that can assist us. We haven’t even been able to capture an instruction to cancel, we do know how to get our money bank. We have nobody who can even help us with which options are available to us.