It takes a lot to build a good reputation, it takes a few to ruin it.
Let’s not try to blame it on the messenger, but let the responsible managers at airlines earn their wages. Too often a bad experience is due to the interaction between people going wrong. People in the service industry are required to be able to handle situations in a professional manner. Sometimes they are just not handed the tools to fullfil their duties as required. A little understanding and sympathy goes a long way and makes for a more pleasant experience.
And if you dont like what is happening to you? Fly another airline next time or find another job, depending which side of the equation you are on.