If you haven't seen this yet, it's a remarkable example of how consumers can impact a company's brand and reputation with social media. To be sure, it mainly works because we empathize with the guy who was mistreated and TRIED to get United Airlines to fix the problem. And we have all been in a situation like this where the person we need help from refuses to help. And most of us WISH there was something we could do, besides just get angry.
Here, a great example of the venue afforded to ALL consumers through YouTube and all social media!