Why India's airlines draw passenger flak

The world's best airlines are those that score high on passenger experience based on punctuality and efficient, empathetic, responsive staff. Also, captains do not just pilot planes, passengers look to them for information and reassurance. This trip scored low on all counts. Budget or full fare, Indian airline managements' attitude towards customers is standoffish and ground staff are clueless about standard procedures. India has changed hugely; why haven't airlines?