I worked at a GDS and you're pretty close. There's a component of not wanting to change, but when they do they are burdened by their fragile infrastructure and

I worked at a GDS and you're pretty close. There's a component of not wanting to change, but when they do they are burdened by their fragile infrastructure and thousands of competing projects. Very small changes would cause defects in one project that one customer uses. While massive bugs are ignored.