I suspect that in any industry where the primary job of the employee is to deal with hundreds of thousands of people from different cultures and countries, along with the customers who pass through that environment who have paid to receive some sort of service. There will inevitably be times where a breakdown in what is perceived as 'value for money' occurs. Some people's expectations are unrealistic, some customer service workers have a very low standards as to how far they should go to help.
This thread is based on the most trivial aspects of flying today so it shows in such graphic detail how it is the smallest of things that make an experience 'heaven or hell'. Maybe that should be the point we all take away.
6