Why wasn’t “Spiders in my Dessert” the next “United Breaks Guitars”?

American Airlines wants to know, because it believes “Spiders in my Dessert” could have been a public relations disaster of United Breaks Guitars proportions. (The arachnid, which allegedly lived inside the chocolate cake, makes an appearance at about 0:15. Delicious!)

In a presentation delivered at a recent airline conference, the airline claims quick actions by its communications team averted a PR problem when “Spiders” was posted this summer.

The video was accompanied by the following narrative:
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