A long 48 plus hours

Our nightmare started on Friday 11 May 2012 when we boarded British Airways flight BA0058 from Cape Town to London Heathrow due to depart at 20:15. The plane was distinctly shabby in World Traveller section and there were a number of very small (less than 12 months) old children occupying free seats and squealing like pigs. We took off a little later than scheduled and we noticed that the vibration and noise level was higher than normal. After about an hour of flying with the aforementioned babies taking it in turns to shriek and squeal, the first officer announced that there was a problem with the landing gear door and that "London" had advised them to return to Cape Town. We had to circle for a considerable time while sufficient fuel was dumped to make a landing back in Cape Town at 23:00. The crew only had time to serve drinks - no meal service. When we arrived at the airport, accompanied by emergency vehicles "as a precaution", having been reassured that ground staff would be on hand to assist us, we had to queue to get through an understaffed passport control and then retrieve our bags from baggage reclaim. Menzies ground staff were thin on the ground, uncommunicative, unfriendly and one might almost say obstructive. Announcements were made about arrangements which nobody could hear so a whole 747 plane load of people were wandering around in a state of utter confusion. Queues were forming all over the place and nobody was taking charge. We were eventually told that we would be put up overnight at the Cape Sun and that there would be a bus with the hotel name on it outside the building. Unsurprisingly when we exited the terminal there was more chaos with two unmarked coaches and a number of Menzies ground staff standing around doing nothing. Again announcements were indistinct and contradictory. We were told that as there weren't many people going to the Cape Sun, a mini bus would be taking us and we were to stand separately from the rest. Then we were told to stand somewhere else and get one if the two coaches, which had by then departed for Cape Town, when they returned. Ground staff were just standing around doing nothing - not even helping a wheelchair bound passenger when we pointed out that she needed assistance. We eventually took matters into our own hands and grabbed a taxi so we arrived at the Cape Sun at 01:30. At no point did anyone apologise for the delay - they just hoped we weren't "inconvenienced too much". It was ironic that cabin staff were whisked off in their own minibus while passengers were left effectively stranded. On Saturday 12 May we were told by the hotel that a bus would collect us at 19:00 to take us to the airport for the rescheduled flight departing at 21:30. The bus arrived early but of course we had to wait until everyone had boarded so it was a little after 19:00 when we left. We arrived back at he airport at about 19:30 and joined the enormous check-in queue. Again the stations were undermanned. Even though we were told we had to have the same seats, each check in was taking 10-20 minutes because most of the passengers had to book connecting flights too. Again the ground staff were unfriendly and showed no empathy for their customers. We eventually got checked in at about 20:45. We had to queue again for passport control and repeat the process of being scrutinised like we were possible criminals. The only place we didn't have to queue was for boarding the plane and this was only because people were boarding quicker than they were coming through check in. We boarded the same shabby plane and sat in the same seats close to the same screaming babies. At 22:15 when the last person had boarded, the first officer announced that the problem with the landing gear door had been investigated and that the plane had been tested and was fully functional. When we took off at close to 22:30, we noticed the same level of vibration and noise but hoped we were being overly sensitive. But shortly afterwards the first officer announced that it was the same problem which had grounded the plane the previous night and that "London" had advised the crew to divert to Johannesburg where they had the technical staff to deal with the problem. This would again involve dumping fuel en route and flying at a higher altitude than normal. We were told by a member of cabin staff that the landing gear doors couldn't have been tested at Cape Town as there was no jack to lift the plane there. Johannesburg was the only place with facilities. This is extremely disturbing. British Airways made a decision to fill a plane with passengers and take off knowing that there was a high probability that the plane would have to be diverted under the same circumstances as the previous night. They must have planned to carry out the same diversion and fuel dumping manoeuvre irrespective of the increased risk to passenger safety. I consider this to be reckless endangerment. No time for a full service on the flight - just a hurried distribution of disgusting food by the clearly nervy cabin staff. We landed at Johannesburg at 00:30 on Sunday 13 May having been told by the first officer that ground staff would be waiting to assist etc etc, that a new plane was being flown to Johannesburg so we could fly later on Sunday and again the hope that the inconvenience wouldn't be too much, although no actual apology. Passport control felt less painful although I suspect we were becoming inured to queuing. Announcements were hard to hear and contradictory. Queuing for overnight accommodation was chaotic and if it hasn't been for the forbearance of passengers could have turned riotous. Ground staff were once again disorganised, unfriendly and totally unsympathetic. We were accommodated in the City Lodge and dismissed with a "you don't need transport - its just a 15 minute walk" and no directions given. Walking around Johannesburg airport at 02:00 in the morning doesn't seem like a prudent thing to do but a few of us formed a convoy and walked through the empty car parks with at least a modicum of security. Arriving hot, stressed and tired at the City Lodge we were met by the now familiar understaffed and unfriendly people manning reception. Rooms were allocated slowly and almost grudgingly and when we asked the night manager if the beer vending machine could be restocked so we could unwind with a drink before trying to get some sleep, we were advised to walk back to the Mugg & Bean in the airport. At 02:00 in the morning. In Johannesburg. We eventually got to sleep to be awakened by housekeeping wanting to make up the room. At breakfast we were told that we would hear more news at 10:00. Heading through reception, one of the other passengers said he had spoken to BA and that they were trying to get people onto other flights but couldn't guarantee to get people away on Sunday. BA advised people to stay in their hotel rooms and wait for more information. There was no replacement plane. We didn't wait but walked to the airport and queued at the Menzies desk finally getting a transfer to a Virgin flight leaving at 20:30 on Sunday (we hope). We chose BA because we wanted to support our national carrier. However given the airline's total lack of integrity and trustworthiness we doubt we will fly with them again. An airline which can take a calculated risk with passenger safety is not one for us. We feel very let down and disappointed by, not to say ashamed of, what should be an ambassadorial brand for the UK.