Bad service experience with British Airways Cormair

Good afternoon,

I would like to raise a complaint on the treatment I just received from the BA front desk; and to share the worse experience.

My original flight date&time was Wednesday 23 Mar at 14:55 to catch BA from OR Tambo international airport to East London. I received a notification through email communication that there’s changes in the flight arrival times. I was able to make it to the airport to catch the flight with new times received. On arriving at the check-in counter I was told that the flight has already left, so I must go to the Customer service desk to change my flight. At the service desk, the queue was long and the system was very slow; the ladies kept on telling us that they system is rebooting. I stood on the tellers for more than 30 minutes before they attempt to attend to me. As I was being helped they kept on moving me from teller to teller (I would appreciate if you can request video footage for evidence) I was routed from BA to Kululwa tellers with no success to offer me any service. I left the tellers with no hope of being helped instead frustrated and traumatised. The lady who was attending to me was unprofessional and the supervisor was so rude, not to mention the sense of urgency and lack of customer care. I recall another customer carrying a baby who tried to talk to the staff asking about the challenges that they are having with the long queue, she was told to go tell the checkin counter that the system is rebooting.

Could you please investigate this matter and advise. The reason for booking a flight with BA Kululwa was just a waste of my time, effort and money as I had to take a risk and drive to East London at night with a child. I really need an answer and clarity of experiencing such a bad service.

Your assistance in resolving this query would be greatly appreciated.