Not sure why that is relevant? Are we only allowed to blame one party? Is there some kind of binary outcome I'm unaware of?

BA are an airline. Customer service is what they should provide to support their core product (which these days appears to be selling Porky Pigs, baggage allowance and frequent flyer miles, but I digress....). Comparing the profit a phone company makes from its core business to an airline profiting from weather and other extreme events is ridiculous.

You can drink the unbundling Kool Aid if you want to where every micro-transaction/action has to be a profit centre, but we don't all have to.