Unfortunately a fact is that people will sooner post or talk about a negative experience than a positive one. I know that works for me. In total I have had far more positive BA experiences than negative ones but the negative ones stand out for a number of reasons.

Firstly, positive experiences build up the expected level of service. I, like most people here, am a real BA fan. It is my choice of airline (but unfortunately I can't always pick who I fly with). Based on the many great flights and crew I have had I expect to have this sort of quality every single time and it can seem disappointing when that is not met. That doesn't mean it is a bad crew, it just sticks out more compared to the positive experience.

It troubles me to read that my fav airline, with a super (air/ not always ground)product, and in my mind the best crew sometimes isn't able to provide what we expect. It is sad that service, and food can at times vary so much. I will compare my upcoming J flight with my recent Qantas one on the A388 which was suprisingly positive - perhaps as I was disappointed that I couldn't fly BA and wasn't expecting much from them! They were really friendly, helpful and had decent food (overcooked fish for main, but fantastic hot breakfast in the morning) with a real coffee / espresso machine available (I wanted to sleep on the connecting flight so didn't try it).

BA just have a lot to live up to. Crew are just like normal people (well most of them ) and will have good days and bad days. The interesting thing is that on BA they represent the brand to a much large extent when compared to other airlines I fly (like SQ). With SQ I don't expect a laugh, joke or witty remark from the crew. With that in mind there is little disappointment to be had as there is hardly a noticeable difference between a pleasant/ happy crew and one that just goes through the motions.

In short, I have really high expectations from BA not because of the money my clients pay for my seat, but for the great service I have received in the past. However nice we all agree that can be, it somehow doesn't appear to be possible to have all the time.