Airlines definitely have staff which check on customer reports like travel blogs and whatnot for feedback. I'm sure they glance through flyer forums as well. One particular case comes to mind was when a blogger gave a very negative review of China Southern which resulted in crew being dismissed. It wouldn't surprise me if higher ups got monthly or annual reports on what people think of their company, it's only smart for them to take honest feedback seriously. Hell, I know QF even keeps records on passenger's online "reach" and how much influence they have on record.

http://onemileatatime.boardingarea.c...our-blog-post/