Yeah no argument there. It's the belief in strong hierarchies and not entrusting low level staff with any discretion to act outside the protocols imposed upon them.
Their social media staff seems to be more empowered though, probably after some public backlash. Disgruntled people on social media tend to have much wider negative PR impact.

I still can't believe how ridiculous these calls were. Like how we were told that rebooking DOH-SHJ isn't possible because there's no more award capacity on the flight from ZRH. Of course there isn't, we are already occupying it 🤦‍♂️
Or how I was told to just accept this downgrade ASAP because "it's a very sensitive booking" and we might otherwise lose it altogether. Fortunately I was well aware that formally accepting the new terms would greatly diminish my negotiation position to ever get my original booking class back. But what would someone unfamiliar with modern technology and basic flight rights have done, like an elderly couple? Most likely just complied and ended up with whatever mess QR decides to serve them.