If you want passengers to come back you have to provide a service that makes it worth the effort. The current litany of delays, cancellations, crap service, Hidden charges, delayed refunds, surly staff etc. won’t encourage this. Yes, we have noticed, and we tell our friends.
BA are self harming.
The management of BA don’t care. The ONLY thing they are interested in is short term cost cutting, and their associated reward. (bonus) They don’t give a monkey’s whether you ever fly BA again. Truth is on a number of routes there is little competition.
Their nirvana is to eliminate BA completely, but amass a personal fortune in the process.
The reason some of the best staff in the industry can seem surly with customers is they see the destruction of BA on a daily basis, and have no more apologies left in their hearts!
That is unless you are talking about some of the cheapest staff in the industry. In which case you sometimes get exactly what you paid for!
Stop complaining (It’s useless!) and fly with any other airline whenever you can.