“Some tempers did fray and I must say that the lack of accurate information was unnecessary, especially as the gate staff showed little interest in or sympathy for their customers.”
BA’s failure to communicate in situations like this is utterly stupid. It shouldn’t be difficult to make an announcement and keep passengers informed without messing people around. It’s an easy and cheap thing to manage and would go a long way to smoothing out the irritation that delays inevitably cause. Did they at least comply with their Delayed Flights obligations re food, drink etc?