Bkk SPOT ON!!!!
As to why one airline might have an attitude problem, more than another, I think that we must draw back from the airline world and remember that ANY company that has been in business for more than (stab in the dark) 40 years will exhibit this kind of behaviour. Some will have more of it than others, of course, but all companies that are well established will become focused on their system, rather than the customer. They will work their statistics and not the ones that are actually telling the story. And, of course, the older the company, the more they do this. Eventually, they collapse and get taken over.
Now, I am NOT saying that I want that to happen to any particular airline - but it is an inevitability and the interesting part is waiting to see who wil make the most mistakes.