http://bx.businessweek.com/delta-air-lines/delta-airlines—they-dont-nickel-and-dime-you-they-want-your-franklin-bills/13399429538410343443-c625dd8dc5580b73f09b9da4e4e425d9/

I happen to agree with Bradley and Sara that the airline industry tends to focus on its most profitable passengers. I would go so far as to say that it is not unique in that regard. Industries tend to follow the money trail.

Many consumers are bargain hunters with no loyalty to a particular airline. I suspect that “elite” fliers are, at the very least, somewhat more loyal to an airline than the average consumer. [Though I wonder how much better their treatment is, really.]

So me must ask ourselves…what is the incentive for average consumers to switch to another airline, regardless the reason? The probability that they will be treated exactly the same way – if our assumptions are correct – is very high. Surely switching to another airline will not solve the problem or result in substantially better service.

And, average consumers – who are very price sensitive – switch airlines with such frequency that I believe it would be virtually impossible to trace influence [on their decisions] back to specific events such as Carroll’s video.

Viral video can be powerful entertainment, but let’s not confuse its ability to entertain with its ability to influence behavior.

1. PR firm reports PR gaff and claims huge loss of revenue.
2. ?
3. Profit!

Just to be clear, I view social media as a wonderful resource that enables consumers to easily share their experiences with a global audience. However, I have also seen the darker side – when it is used by groups and individuals who will stop at nothing to get their way with a vendor/supplier, even when they know what they’re doing is wrong. And it’s not always easy to tell the difference between the legitimate and fraudulent claims.

In the same way that social media can be used to shame vendors into doing the right thing, it should be used to shame consumers into doing the right thing as well. Selfish vendors and consumers affect all of us.

Causal oversimplification? Coincidental correlation perhaps? The BBC Breakfast News should be ashamed of itself for reporting opinion as fact.

While Carroll had a legitimate issue with UA’s horrible service, for every Carroll there seems to be a consumer hoping to use the Internet as a way to extort undeserved refunds, replacements, or free goods/services from vendors who fear any negative online publicity regardless the impact. Reports such as the BBC’s add fuel to that fire. That’s simultaneously good and bad for consumers.