> Somehow, the airline has constructed a state of affairs where it can speak to you with the anonymous voice of an amorphous corporation, but you have to talk back to it as if it were a person like yourself.

Welcome to scale. Every business that wants to grow faces this, and those that grow exponentially face this way before they could ever have established a company culture of treating people like humans, which only comes with years of face-to-face interactions, sometimes that don't go so well. Customers sometimes disappointed and you have to make it up to them; when they do, they feel valued. But in today's economy means you can endlessly screw customers, and as long as your business/your userbase/the sector keeps appearing to grow before your exit, giving a shit is an active impediment to that sweet sweet millionaire payoff in the end.