I somehow don't think that's the case, given that even crappy airlines have dozens of support staff dedicated toward fielding customer complaints (figure 100 ca

I somehow don't think that's the case, given that even crappy airlines have dozens of support staff dedicated toward fielding customer complaints (figure 100 callers per cancelled flight, and dozens of cancelled flights due to weather or whatever, and that's a lot of bandwidth). The primary reason their web support people don't get any such messages is because they don't make their contact information available. Given the quality of anonymous discourse these days, there'd be an extremely low signal-to-noise ratio even if they did. "Why don't you fly to Wagga Wagga? Your site is broken!" "This used to cost $49 (in 1965) and now it costs $999! Your site is broken!" "The church of the dancing cactus demands you put a dancing cactus on your web site in order to get our business." Balance that echo chamber that comes from only hearing corporate demands, hire-the-lowest-bidder mentality, and constant ad campaigns, flight schedule changes, price formula changes, availability formula changes, and overwhelmed servers, and it's a wonder it works at all. The primary nut to crack here is a way to significantly improve the signal-to-noise ratio for customer service complaints.