True, but Google has Billions of customers per day whose margin is in the pennies, and a few hundred thousand significant account holders.
An account holder chosen at random is most likely to be in the former category, unlike klm where a customer chosen at random is likely to have a much higher margin worthy of a few dollars of support costs.
Some might argue a company should support a customer well even if doing so puts that customer as a lifetime lossmaker though.
If your account is worth more than a few cents, they'll gladly speak to you.
KLM doesn't have flights for 3 cents, so doesn't have such a support-timewaster problem.