I got the above message today but persisted with typing “speak to an agent” every few minutes until I got into the queue at position 36. Took about 20 mins to get a human agent (went down slowly from position 36 to around 22 then suddenly the agent appeared).

However, she point blank refused to help as I am on a BA Holidays booking (no change to ground arrangements, just need to rebook cancelled flights). She insisted that I need to call the BA holidays number and apologised for wait time. I responded that I didn’t mind waiting but the number is not even allowing people to hold, just a pre recorded apology followed by being cut off.

I can see from earlier posts in this thread that the chat function was able to amend BA Holidays bookings as of August 2021. Has there been a system change or change in policy as this is clearly not possible any more?