BA is not customer-centric. They have NO attention to detail, regarding the customer experience, even for premium pax. In contrast SQ do pay attention to the aforementioned. Luggage delivery> Have ALWAYS waited too long for BA bag delivery – not so SQ – fast/efficient/ delivery.
No doubt BA are just too shabby in too many areas that matter to pax…..and those that that know there is a choice? They vote with their feet.