It's clearly a fundamental cultural difference. An inherent distrust of government and corporations, along with a willingness to pay to avoid issues, compared to, well, a modicum of trust in government, and an established legal framework that protects the customer from the corporation.

I've been on the receiving end of delayed flights too. The agent was polite and simply offered me an alternative flight, or the compensation/refund, all at the desk. There was no animosity or distrust, just "here's what we both have to do".