If they give in to the few people who have the initiative to complain, they likely placate the few people who'd have the initiative to demand change. See also,

If they give in to the few people who have the initiative to complain, they likely placate the few people who'd have the initiative to demand change. See also, the TSA precheck systems. By allowing people like frequent flying businessmen and politicians to avoid the standard TSA experience, they reduce the likelihood that such people might use their influence to advocate against the TSA, for the betterment of all passengers.