Genevieve McCaw, one of the passengers who was trapped on the now infamous JetBlue planes grounded by the Valentine's Day storm, got so fed up she started a blog at JetBlueHostage.com. Naturally, this garnered her significant media attention. JetBlue, to their credit, got her some face time with CEO David Neeleman. Although, the meeting left the passenger still cold, it would have been worse if they ignored her. I give JetBlue serious credit for stepping up.
This is a great model for anyone in PR or customer service. I call it the cold french fry syndrome. If you go into a fast food restaurant and you get cold french fries, you're mad. So naturally, you start to complain. If the worker behind the counter takes the time to a) hear your complaint and b) try as best he or she can to solve it, there's a good chance they can win you back. The same thing applies when you have a blogger throwing swords your way.
