Yes, when you get an expert on the case it makes life a lot easier, so it was good you got through so quickly. As a general point, BA's IT has been looked after by some many people that internal cookies often block simple transactions. So a quick go on a fresh Incognito tab with adblockers and Ghostery switched off often cuts through that.

For not telling anyone until arrival, yes that is SOP. I've been on an aircraft where the information leaked out to passengers before departure, leading to people just walking off, and the flight getting cancelled. Not good but it's better than the alternative.