I actually find airlines very customer friendly.

Depending on your country / ticket, you have a 24 hour cooling off period, easy to call phone numbers, self serve web platforms and apps, very well documented processes and procedures.

Most of the worst airlines have some of these things, because if they didn't, they wouldn't be allowed to operate in certain regions (Canada/US, EU)

every time i have to book something in the UK / EU, I'm sad there's no 24hr cooloff unlike in the US.