A friend of mine worked for the airlines when he was young.

He said that airlines disservice customers all the time - delayed or cancelled flights, problems with luggage, everything.

He worked with most people just fine to get through things.

Except for one group of customers. First Class. If you disservice a first class customers, they get MAD.

My take is that the people paying the bills, their expectations might reach the size of the bills, and if the bills are large, so are the expectations.