Writing to BA is a waste of time
But moaning on an internet forum works for you? It gets results? BA change their service because of it? The only way BA will change is if they get enough letters from enough customers to show that their service is not up to standard. A single complaint may not change things but as part of many it may. But if on the other hand you feel you will get better results by moaning here, please carry on.
@Paxboy, we seem to be making the same point, when I referred to the market, I was talking about the wider market, not the stock market. If the demand for your service is falling due to poor product then you either adapt or go out of business. The world of business is Darwinistic - evolve or die. If BA do not evolve they will die. Customer service is never perfect, sometimes companies get it wrong, and if they do that they need to be told.