This might sound counter-intuitive, but I'd stop trying to get the baby
to latch for 20 mins at each feeding. I'd make sure that the baby was
being cued for a big gape during fingerfeeding (one good way is to have
the feeder flex the finger so that the first joint crosses the baby's
lips as the finger is offered.  Baby needs to open wide to get past the
fingertip to "latch on").  If you can get this mom and dad to keep to a
good pumping schedule and ff the baby (or even bottlefeed) and then try
the breast a few times a day when the baby is already mostly fed and
relaxed, they might have more success.

I might also try a nipple shield for this baby, as others have already
posted.
Catherine Watson Genna, IBCLC  NYC

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