One of the risks -- and growing risks -- of being in a public-facing position nowadays is that of becoming a target for criticism online. And the risk is magnified when dealing with people who have chosen to be prolific content-providers online.

Perhaps the VFTW blogger was stressed out already by the idea of traveling with a 2-year-old. But even if not, I can understand that an unexpected surprise of being denied the ability to take the folded-up stroller into the cabin like usual is enough to to set off some parents. I don't really get the point of naming a "bad" AA employees @ SAN and a "good" AA employee @ SAN in the blog entry, unless it was to try to ramp up the pressure on the "bad" AA employee @ SAN in a public way.