YorkshireTyke That is a SUPERB example of our times and thanks radeng for summing it up in one line.
Sadly, truly sadly, BA + BAA are just two examples of the many that function in this way. It is symptomatic of why the UK is in the dwang. (self explanatory South African slang!)
I have just (5 mins ago) completed a 'customer satisfaction survey' from my mobile phone supplier. I made it plain that their network is good but the customer service is poor. Their rates are not as good as the competition and their website where I can manage my account and see what has been happening/change things, is not as good as the competition. Consider that, as a business, mobile phone companies have only existed in the UK since 1985 and you can see how quickly they have moved form being the best to an also ran. They have had my business for over 15 years but are within an ace of losing it. That is modern management for you.