Not what I expected of BA

Booked a flight from Cape Town to Johannesburg & return for the 8 May 2015. Unfortunately landed in hospital for emergency operation the day before. Call the Gauteng number and got a quick answer & help, but they told me that because I had book a flight & car together I had to phone BA direct on ***. After 18 minutes still in the queue I had to terminate the call. Not what I expect from an international organisation