What happens when two videographers' flights are cancelled and get stuck over night in an airport with their video gear? They make a great video. I'm envious.
Then they post it on their account at Vimeo and very quickly a million people see it and start commenting on it. Companies really need to understand that their service failures can become public very quickly. Like the brilliant United Breaks Guitars video, a couple of talented media creators got some payback for their treatment from the airlines.