I don't know where you work, but I believe that CEOs should run the company. This means that they should manage it on a level suitable for the size of the company. A company like BA is pretty darn big and therefore a CEO probably have better things to do than to deal with end customers directly. It simply would not work.

Just imagine if every disgruntled flier started writing to the CEOs office (instead of complaining on FT!)... I'm not saying they shouldn't care about how the company is perceived by customers, but they just can't deal with it directly themselves.