"And if you do have trouble resolving a luggage issue with an airline, make your complaint public, he says....Senior executives of airlines are very sensitive now to social media."
It's unfortunate that the state of customer service has come down to this; basically teaching the traveller that unless they leverage the influence of media, they are less likely to reach a satisfactory resolution than by private dealings with the airline itself. I understand there are limits when making a grievance public, but if people didn't harness social and conventional media, how many more bags would be lost, compensations declined, guitars broken and doctors dragged? My presumption is: many.