There are some references to the position being a service job, and then comparisons to the ideal candidates to justify the opprobrium thrown their way. Let’s be serious, exactly how many of the people in service jobs live up to that ideal? The only reason it became a big deal is because people chose to take offence (cf attitudes of polite indifference from a similar overlapping group when public servants did full bore dehumanisation with terms like cockroaches).
I don’t fly CX myself if I can’t help it because I find them haughty. Funnily enough, having had to take a flight on a mainland carrier once where the crew were actively hostile to the passengers (except one mother with a baby they liked to coo over, is that discrimination?) I don’t know if things have changed since I avoided them since, it seems a combination of foolishness and being unlucky that landed these people in trouble since it was discussing their frustrations with communication in a semi-public area, rather than an unprofessional direct interaction that did.