Have British Airways Lost Their Way?

So I have been flying British Airways quite a bit recently. Out of 8 flights 7 have been late and one so late I would have been quicker walking. On this particular occasion I absolutely had to land at London Heathrow on time in order to meet someone very important. Are they still the worlds favourite airline? Customer service also seems to have taken a knock with the introduction of surly and unhelpful staff. My questions are: 1) Is this part of their new business strategy and if so will it work? 2) Is point one the case or have they given up on customers? British Airways used to be an excellent airline. I do believe it is a shame they are falling from grace in the eyes of their customers. Especially in view of the very high prices they are demanding these days.