As far as I can make out, the problem is not the staff, but the management/bean counters who have removed all the capability of staff being able to use their initiative. For example, in the First Class Lounge in T5, apparently they can no longer do changes to tickets which they used to be able to do. It seems that BA staff are increasingly frustrated by this removal of their ability to help customers.
As far as BA bags stats are concerned, my wife did have a problem some years back, and got £150 voucher after complaining. My biggest problems have been in transfers between an internal flight and BA at CDG. Even with 4-1/2 hours, they couldn't manage it - and I don't blame BA for that. So far, I've flown BA 28 times this year so far, and not lost a bag yet.....Yes, this is aksing for trouble!