Unacceptable experience with BA at Windhoek

My wife was booked on the BA flight from Windhoek to Jhb on 21 December. Twice they were told to board and both times then told to turn back. Eventually they were told the flight is cancelled and they should collect their luggage. Here they stood for 2 hours waiting for their luggage with no seating in the vicinity. The next morning they were again taken to the airport and after much frustrating standing around eventually put on a flight. The communication was overall lacking and pathetic, in fact the total experience was far below expectations. BA should do something about their partners that represent them in Windhoek or risk destroying their reputation!