There is no excuse for this. Clearly there is a distinct lack of management will on BA to either think forward (as evidenced with their A380 layout) or to even care about customers. They will tell you that they still come out as number one in certain passenger surveys, but inevitably these are UK based, with customers who travel more on BA than any other airline, or are comparing BA to the likes of Ryanair, Thomas Cook etc.
A number of well known celebrities are now using airlines such as Air NZ and Virgin on flights from LAX to London as opposed to BA and the time will soon come when more people will vote with their feet, if this downward trend continues.
The saddest part about the whole thing, is that fixing customer service and coming up with clever product ideas (Brits are usually good at this!!) is actually not that difficult. An easy win if someone in BA management wants to care!