Seems like a lot of industries are like this. They're too focused on things people don't care about, and haven't woken up to the fact that consumers now have much stronger voices when it comes to poor UX. With increased transparency and faster feedback loops comes a greater emphasis on features people actually care about.

Banking is another example, hence BankSimple. A decent web UI/experience will get them more brand loyalty than a TV ad with ponies. This logic applies across all traditional industry verticals.