Shot Nancy
You have summed up the modern world very well. Worse in some ways than stereotypical stories of Mill Owners in t'North (of England) . The them and us divide is very very much there and people, be the shelf stackers or A380 Captains as you say are just a cost to be cut.
of course this comes through in the awful customer service we so often get but the people at the top move on to the next victim before the damage they do becomes too apparent.