Flying chick - You seem to delight in sticking your fingers in your ears and shouting "I'm not listening" but I'll press ahead anyway.
You say passengers keep flying BA because of their crews. As has been pointed out there are lots of reasons why passengers choose to/have to fly BA.
If we were to list the reasons why people (particularly those all-important and now scarce premium passensers) don't fly the airline, the inconsistent quality of cabin crew would be high on the list. In particular:
- Lack of visibility of Cabin Service Director, particularly in premium cabins
- High variability in the quality of crews (most notably in First class where a bad crew can wreck a flight for the passenger, but also in Club World and Club Europe)
- Lack of visibility of crews in World Traveller inbetween the first and second meal service.
The majority of BA crews do a capable job of delivering the specified product.
There are a minority of crew who are exceptionally good. They deliver a warm, attentive and professional service and cannot do enough for passengers. When you get one of these crews, BA is the best in the industry.
Unfortunately, there are also another minority of crew that can make BA the absolute worst. Sour-faced, grumpy crew members (and very often in senior positions) who will go out of their way to do no more than the absolute bare minimum.
BA does not have a right to exist. There is plenty of competition out there (don't forget the Star Alliance has just gained a strong foothold at LHR through Lufthansa's acquisition of bmi, and Lufthansa have really upped their game recently) and unless it adapts its cost structure and working practices it will not survive.