Poor assistance from staff at OR Tambo

My husband and I were booked to travel to Mauritius. We were a group of 6 people, who all had the exact same paperwork. Four of the people we were traveling with were checked in. We were told that our names were not on our travel insurance documents and that we would not be allowed to bored the flight. We tried our best to explain to them that this does not make any sense as the other 4 people traveling with us were checked in and their travel insurance is exactly the same as ours. We were told that we were unlucky as the person attending to them was different. We then requested to speak to the manager who was even more unhelpful, she seemed irritable. She spoke to us for less then a minute, did not even hear us out or look at our documents. She just told us that she cannot do anything and walked away. We were in shock and utter disbelief. We then went to ask another lady at the counter to assist us(the lady at the counter didn’t even have enough respect for us to put her mask on) We were desperate at this point, worried and confused. The lady then said to us that she won’t help us we must go back to the guy that was helping us. There were no queues at this point it was empty. They exchanged words in their mother tongue which we did not understand. We went back to him he was so rude he even screamed at me and told me that he would not assist us. This almost felt surreal. He then told us that if we continue to bother him he will not let us on the flight at all. We asked him to please call the manager back. He came back after 10min and said the manager said she’s busy and will not come and talk to us. I then decided to purchase other travel insurance online. Nearly 40 minutes had passed. We then had to beg the guy to assist us and check us in and he refused he told us to go ask someone else for help. They lady then agreed after begging her and she said that the new travel insurance we had purchased was still not good enough. A copy of the new travel allowance had our names, and covered everything including COVID 19. The two of them scrutinized word for word trying to block us from getting onto the flight(it took them about 10-15 minutes to peruse/scrutinize the document). I then started to cry as the stress just became too much. Eventually the guy said it was fine and the lady checked us in. This whole ordeal was traumatic. It’s clear that the staffs behavior stems from management. I made sure that we came back home on an air Mauritius flight. They treated us with courtesy and respect. My husband often travels for work and my family and I travel twice a year on a business flight abroad and countless times locally. We will NEVER use BA airways again. I still get emotional thinking about our experience. Our friends, family and social media were also made aware of our ordeal and a few of them pointed out their bad experiences with the staff at OR Thambo international. You may choose to action my email or push it aside but I can assure you that you will be loosing many more valuable customers in the near future due to the staffs poor people skills and attitude.