It seems that everyone is brainwashed by the corporate 'No customer service, no discretion to our staff' mentally that seems to exist.
Being able to talk to someone without holding for more then 10 minutes should be a legal requirement for large corporations, with penalties for exceeding this.
The ability for staff to make a decision outside the 'corporate greed' rules should be given to staff on the ground.
Sadly, regardless of which airline you fly with you can pretty much expect the same service. It goes for pretty much any big corporation now.
I honestly believe that most big corporations actually hate their staff, and hate their customers. They have mission to make money and customers and employees get in the way of that.
END RANT