Small point - atco-matic's profile says he/she is in ATC, not BA.
I would agree with a-m inasmuch as lack of or misleading info is totally infuriating. Just keeping pax in the picture helps a lot. Professionals amongst you will be aware of 'Service Recovery' & 'The Halo Effect' - perhaps it wasn't being practised on a-m's friends.
I flew pax into LHR on the 31st on GB Air BA6983. We boarded, disembarked and boarded again but were kept informed of the reasons. Result - no worries - (except for a rather irritating 'Jack-the-lad' steward
- yes, son, it was ole Basil in 25C
)