Rusland,
Your post was spot on.
Too many in Aviation have come from the Civil Service and MoD type of environment. - That is where Aviation was founded in most parts of Europe.
However, that means that many (but not all) of the employees in Aviation have an internal and producer focus. Whilst they vaguely acknowledge that their pay comes from somewhere, too many of them are not obsessed by customer service when they should all be obsessed by customer service.
A great customer service - from booking through to flying - can be had in Aviation, but it is too rare!
For instance, in June I had to book a couple of BA flights - the booking agent that I spoke to was superb - could not have been better. I wish all my BA interactions were that good.