I think fincastle84 falls into that unfortunate category of people who like to compare an operation to the worst possible example, and think "wow, aren't we doing well" rather than comparing it to the best-in-class and thinking "wow, look at all the things we could do to improve". It's that kind of thinking that is responsible for most of what is wrong in this world, in my opinion!
As for BA; I have found them to be great in the air, and worse than useless on the ground...