Customer Satisfaction to Customer Delight

Airline Industry is a competitive industry where customer experience plays a big role to attract domestic travelers as well as globetrotters.We all have traveled different airlines where we all have gone through different experiences.
I remember one of my air travel where flight attendant in Lufthansa,who was standing near by deliberately choose not to have an eye contact or even serve water after repeated requests as she knew I am asking for something...I have seen the same behavior in many restaurants where I have gone...The waiters are standing idle with no work but busy in their own world and same situation ...not trying to maintain an eye contact...
The interesting part was that I pressed the switch/button to request for same at least 5 times and requested to 2-3 air-hostess and while passing by they used to switch off the light ,I don't know Why?The silliest thing air-hostess did was when finally she came to serve water along with the meals was to act that she had "forgotten" to serve the water and she is really concerned and said "sorry" but based on my experience,I fly frequently on Lufthansa and seen this happening many times