Flight BA 6425 from JHB to Cape Town was delayed 3 times. Originally due to leave at 15:00, then delayed to 16:15, then delayed to 17:30, then delayed to 18:15. During all this time passengers never received any communication from BA. Upon questioning BA desk staff claim there is nothing they can do to assist. I was told I would have to pay in R480 to change my ticket to go on an earlier flight. However, the supervisor at the gate claims that I should be able to change my flight at no charge. The flight left while I was trying to sort this out! It seems that no one is clear on how to deal with passengers and what the protocol is? The passengers that have been sitting at the gate for the last 3 hours are now so angry, they are shouting, but yet there is still no response from the BA team. I phoned the call center to assist, but they directed me to find a supervisor at the airport. That is like finding a needle in the haystack. BA you have lost many customers tonight due to your poor handling of the situation.
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