The common denominator of these two stories is government interference in commerce. Customers, in this case patients and flyers, are going about their lives getting medical care and flying respectively, are encountering poor service. Government regulations are stymieing their efforts. Both health care and aviation are heavily regulated, often by elected officials and regulators, for the benefit of themselves. They are preventing the employees working in these industries from providing the best products and services they can. You see, these employees have divided loyalties and they may not even realize it. They have to comply with government regulations while also trying to serve their customers.