Once again, in the modern world of business it is customer service that suffers at the expense of much harder decisions like, restructuring the overheads, the back office and management culture...
I remember waiting for 3hrs for our baggage at LGW a couple of years ago and the BA representative said to me that this was my fault. The argument went along these lines....You (the customer) wants low cost fares so you get low cost service....
So rather than restructure the business to be able to deliver competitive fares, with proper service, at a profit, we'll reduce the fares, trade on our name, and screw customer service. Great business strategy.....
It was the last time I voluntarily flew BA.....