As human being we each have our favourites and voices that turn us on/off on the radio. I can’t imagine the horror of matching some of my favourites with a face. Similarly, the scars of dealing with certain airlines makes us wary next time you deal with them. It’s not fair, call it prejudice if you like, but experience is how you deal with daily challenges. If XYZ123 is regularly hard work I’m going to be extra cautious with their next services until they’re replaced by someone worse in my experience bank.