Regrettably,
BAA + customer experience is limited to retail for the simple reason that it is not subject to govt restriction.
When BAA was privatised and, in concert with other privatised entities, they were given a price cap of 'Inflation -
n%' or similar across a number of years. However, this related only to landing fees (I sit to be corrected) and so retail expansion could be at any price they could get away with. Before long, BAA made more money out of retail than aircraft, hence the focus was lost in the law of unintended consequences.
I would argue that the public floggings are owed to the politicians of the 1980s who decided to privatise this vital utility and set up such a pricing structure.
Once the politicians have been dealt with (Oi
!!, get to the back of the queue
Rainboe and wait your turn
) then we can move on to the CAA who have allowed BAA to get away with so much with zero responsibility falling on to either BAA or CAA or the govt.