Along these same lines, no doubt you've seen the same things at the airport.
If you're flying in/out of one of the "hub" cities, it's mostly OK, but once you get away from that, for example any NY airports outside NYC, you're dealing with "contract" people who are not airline employees, have minimal training, zero empathy, very low wages, no benefits, and mostly unable to assist passengers with any problems. All the "connector" air crews flying the Regional jets, (Except the American EMB-190's), are contract. They could fly for a Delta carrier one month, and then United the next. The companies that they work for are constantly under cutting each other. If a contract expires, the airlines will usually take the next "good deal" for the duration of that contract, and then it starts all over. If you want your job, interview with the "new" company and essentially start over.
If the airlines get their way, they'll have their name on the wall in the terminal, and on the plane, and operate with all low-bid contract employees, air crews included. They have no retirement, health care etc.liabilities, just a shell company watching the $$$ roll in, and they know that if you have a bad experience, you'll fly with someone else, but they're operating mostly full anyway so buh bye!