To want to scream at the BA phone operators

[Sleepgrumpydopey]

Im having a nightmare trying to reserve seats, get a refund for extra charges they accidentally made. I've been on hold for 20mins. I
Know they are only doing their job but Aibu to want to be angry with the operator when they finally answer?

YABU. It's not their fault. Remaining calm and clear headed will get you further!

Yes YABU, it wont be the operators fault, it will be the way the system is set up, ask to speak to a supervisor & complain.