Your remark was "The app didn't write the error message, the people implementing the app did". I responded by saying that you can't tell who the human is.
> it would have been nice if you had been more specific about what you meant
It's the very first sentence: you can't identify the human. I showed an example of why it's different when you can tell that there is a human involved working with you specifically.
Are you suggesting that the hypothetical anonymous apology by the flight company in your example is insincere and shouldn't have been given? Because if not it changes very little about the actual point, which is whether such apologies make sense or not.
Your remark was "The app didn't write the error message, the people implementing the app did". I responded by saying that you can't tell who the human is.
> it would have been nice if you had been more specific about what you meant
It's the very first sentence: you can't identify the human. I showed an example of why it's different when you can tell that there is a human involved working with you specifically.