Shocking service from British Airways

My wife had the most shocking service from British Airways on Sunday the 13th of February 2022. She was booked on flight BA6419 (Ticket Number: ***) from OR Tambo to Cape Town International, 14:40 - 16:50. I did the online book-in. We arrived at OR Tambo and joined the check-in que at around 13:30 as she had luggage to be booked in. There were travellers for the same flight waiting in the que which moved at a snail’s pace. When my wife eventually reached the counter the agent bluntly told her that the flight was closed but that she could board if she was prepared to leave her luggage behind. She was in a state of panic as she was traveling for business and it would be impossible for her to pick up the luggage at a different time. The desk agent did not show any sympathy, closed the station and told her to go to the BA counter for assistance. At the BA desk she was told that she was supposed to check -in two hours before take-off. They were prepared to book her on the 20:00 flight with no default charges. She had no choice than to accept this offer. These very traumatic series of events caused severe anxiety. I will never fly with BA again and neither will I recommend BA to any of my associates.