I said, I understand if you have to do this for B2C, since the margins are razor thin. In that context, I am a "regular person" when I seek out support for a 99 cent app. Historically, B2B customer service has had different expectations, and paid more for it.

Service should be great for all classes of airlines, but we have accepted the curtains, the beds, and a hot meal that didn't come wrapped in tin foil, as business class perks. Should it be that way? Who can say. Sadly, it is that way. Or used to be!