I found the same when I was recently on a Holiday. Pre-covid I have found they are very good. Once (going back a good few years) upon arrival in Portugal the transfer people had no reference of our booking (despite having the printed out BA Transfer Voucher). Quick call to them in England, answered straight away, took my number and called back within 5 minutes, resolved! Great service.

Recently on a trip which was flight & hotel paid for, we was told when checking out of the hotel that it was NOT paid for and we needed to pay for it. I had the Hotel Voucher so tried to call the BA Duty Office.. was told to send an email and they will get back to me. Sorry this is not acceptable for someone who is on a trip and things are going pear shaped. Especially as they do not have any Reps in any resorts. The minimum they can do is have a manned phone line 24/7 for tricky situations like the above.