I'm not so bothered about the old/knackered looking aircraft (so long as they are well maintained). But as others have said a complete lack of cusotmer service in any form is grating.
This doesn't have to be expensive at all. Just the basic good manners, common sense and people skills I should have thought most people would learn as kids! It doesn't take a lot to smile, communicate clearly and be respectful. I suspect a lot of it comes down to tight margins and poor salaries paid to admin staff. Pay peanuts get monkeys!
Insistence on using an antiquated and unreliable paper booking system (it's the 21st century for f
's sake) which leads to the right hand not knowing what the left is doing. This has cost me time and money more than once, getting a taxi to the airfield only be told that the slot has been double booked because someone had misread the booking sheet.
I'm now having similar issues with the same school trying to get a quote for, and book in, night rating slots. You'd think they didn't want the business from the difficulties I've been having, and if they aren't careful they won't be getting it.