Agreed - the service is only going to be as quality as the contractual terms upon which it's based, but as said elsewhere, these people have no inclination or desire to offer decent customer service, just "do their jobs".
I've noticed a few of the ex-BA staff now involved, so they're obviously trying to improve things.
However, no matter how crap a contract BA have the handlers on, there is no excuse for anyone ever being short with me at the front desk in the exec lounge - manners and politeness should be free
