I think there is a clear pattern by BA to present themselves as victims whenever there is any adverse customer impact. Whilst there may be an element of truth to some of this it is stretching credulity that poor BA always emerges bloody and bruised from the hard fight of seeking to protect its customers interests. If so the commercial team need to be fired and replaced with more competent negotiators.
Is it not more likely that BA is attempting to spin every negative change to manage the message? Are BA ever likely to say to a customer however valuable or senior "you caught us bang to rights guv and we shall mend our mistaken focus on cost over customer ways"? Of course they aren't and it is naive to think that feedback from BA contacts is anything but an extension of BA PR spin.
No disrespect to CWS but he is clearly intelligent enough to realise this too.