Should Budget airlines only focus on Revenue or on CX plus Revenue

Jhonny was a young salesperson in a music store who worked hard to save money to plan a surprise for his parents who were due for their wedding anniversary. After elaborate research he finally decided to send his parents to the islands of Langkawi and Melaka as their gift. Having budgeted the trip, he decided on an Air Asia flight from his hometown to Langkawi. The parents arrived at the airport check-in counter and requested to be given seats together, the staff were cordial and helped them to be seated next to each other. Three days at the picturesque Langkawi brought a lot of memories and happiness to them. It was time to move to the next destination, a beautiful place Melaka. They arrived at the Malindo airlines counter, where again they were treated with care and seats were assigned at a comfortable spot. Although at the end of the aircraft, it made alighting easy for them. The rich heritage sites at Melaka elated them, filled them with immense pride and happiness, that their son had gifted them. At the end of a wonderful trip, it was time to return home. After bidding their goodbyes to the island, they hopped back to the airport once again. But this time they were in for a shock as the auto seat allocation system had allocated 21A and 29A seats far away from each other. The gentleman said, "Madam, can you please help me by giving a seat next to each other". The stern answer was” for that you need to upgrade”. He then asked “ Madam how is that you allocate different seats though we have the same PNR”  The staff rudely replied, "Sir, that is precisely why you need to block your seats by upgrading". The father went on to say, even a not so big Malindo airlines know how to deal with passengers better, you all should probably know what is best. The staff refused, saying they should have known the rules better and they should have blocked their seats in advance to avoid such discomfort.

I feel that low cost does not mean just that you try and make revenue from every item that is ticket able. When the airline's tag line says “Now everyone can fly” it means that they may have a lot of first-time flyers too. This means that they may be very nervous and if they are aged, they would be more nervous. In this case, they expect that their partner would be along next as a confidence builder. I feel that there is a very thin line between cheap and economic and that is the human touch.  I want readers to give their feedback on the above story. Should budget airlines focus only on revenue generation through all means or on customer experience also? This is a factual story and not a fiction.