It's not the people in the industry but the industry itself. Traveling has become a very stressful event with added security measures. From the time a passenger arrives, he pays to park, pays for bags, has already paid a ticket, etc....there are too many barriers for the passenger. By the time the passenger makes it onward their mostly full flight (if they dont get bumped) it doesn't take much to make you hate it. It's the total package and unfortunately, the airlines pay the price for inefficiencies elsewhere.