From the CxO suite right down to the frontline staff, airlines seem to have a terribly hard time coming to terms with the fact that they are in the hospitality business, not operating an industrial concern.
Not so. Scheduled and chartered aviation is definitely the transport business, the hospitality business takes over and ends at the hotel. What aviation professionals do get fed up with is passengers who have bought a ticket on a scheduled or charter service but think they have just exclusively chartered a jet. Expecting everyone will bow and scrape accordingly whilst acceding to their every whim, including allowing them to evacuate the aircraft if they feel like it because they think they know better than the trained professionals. Trained professionals who have every bit as much concern for their own safety as they do for their passengers.