Anyway, I think this is an awesome discussion to have. I admit I also sort of smirked at the airline’s triumphant attitude. I really feel that technology is going to be a key part of calling all corporations and their policies on their bull. We’re in the information age, and they should be well aware that though they got lucky this time, there is PLENTY of material on flights every day for people to record and broadcast. The unfortunate part is that I think we’re so used to how awful an experience flying can be that we just sort of roll our eyes most of the time and deal.

As LeeAnne said, I think they got lucky in the sense that this happening probably wouldn’t deter most people from flying, and agree with Chris as well that a few bad tags and misspellings also added to their good luck. In addition, the spider is a weird, rare occurrence; however delays for false reasons (it’s always weather, hm?), fees for checked baggage that is then lost or damaged, long lines, ridiculous and ineffective security measures – those are all practically guaranteed. People have already been using their iPhones to check the weather at their destination after being told of weather-related delays. It’s only a matter of time before every small hiccup is recorded and, at the very least, the customer who posts it gets their rightful compensation. Maybe if it becomes common place to do so, companies will be more vigilant in creating a better experience.

But it does appear that you missed my point. In the interest of clarity, allow me to state that I certainly did not mean to imply that AA had no culpability in dishing out the disgusting dessert. And if she paid for it, she should certainly be reimbursed the cost of the spider-infested food. (As for further compensation, not sure I agree with you on that…but that’s a different topic.)

My point was simply that posting the spider-in-dessert video online simply isn’t going to have the same impact that other airline-critical videos, such as “United Breaks Guitars,” would have. In other words, people aren’t going to abandon AA because of one person’s yukky dessert. So AA’s patting themselves on the back for their rapid response and “handling” of the situation is rather disingenuous, as it’s likely there wasn’t a situation to be “handled” to begin with.

But let’s just leave it at that, shall we?

If shaming these airlines into providing adequate customer service is what it’s gonna take to get them to treat us like humans, then I say, go for it!