hardonharry,
You sound like you're quoting direct from a BA glossy brochure! You have to bear in mind that airlines look for different things in their pilots. Obviously, we all need the basic aptitude, but BA tend to put more emphasis on Customer Service than others. It doesn't make them right and everyone else wrong. Customer Service is important but it's not the be all and end all.
Eff Oh - I agree with most of what you say. I disagree slightly with what you said about Customer Service being up to the CS reps. Everyone in the organisation had a role to play and a contribution to make to customer service (sorry if I sound corny), but as I said above - it's not the be all and end all.
hardonharry (again) - I do take offence that your attitude seems to imply that a pilot who works for someone other than BA is somehow going to have a lesser career than a BA pilot. It is possible to join BA at a young age and stay with them forever and be very satisfied, but equally, getting rejected and then working your way up through instructing, night cargo and turboprops can also be satisfying. Those who have to work hard to achieve something are more likely to appreciate it.
Token