If they are, you have a priceless opportunity. If you hit the key for domestic or international reservations in order to talk to a real person, you better have some snacks by your phone. It could be a long time.
Airlines are big business.
And as anybody who flies knows, it's a harried experience of delays, cancellations, and standing in line. It never used to be this way. Airlines merged together and got out of control. Big is not always better. And big is not always profitable.