I think part of it is it's a unique service environment where the front-line staff aren't actually empowered to *do* anything about complaints.

If you buy a cheeseburger and it's cold or tastes bad, if you complain you'll likely an apology and a new cheesburger, or your money back pretty fast.

If you buy a shirt and the buttons fall off and you return it reasonably you'll get a new shirt or a store credit.

If you rent a car and there's no car, they'll upgrade you

If there's a problem on your bill at a hotel upon check-out, the counter staff will correct it.

- etc. etc.

These are all functions handled by front-line low-level service staff, not 'customer care' 25 weeks later in the head office.

I think airline staff are unique in that they're no longer empowered to do any of this stuff - Which leads to hostility.

Cheers,
Geoff Glave
Vancouver, Canada