I think the best way for DAL to handle the youtbe/military incident would be(have been) to invite the guy over, and put out a video describing the existing policy, showing what size bags we allow(ed) for the first three, and have some testimonials about examples of the military being treated properly. I think you could have RA warmly invite the soldier that went [deleted] on youtube, and offer him a look at the operation, the size of bags, the area they have to fit in, the impact of the weight on cost, etc.

I don't think retreating everytime someone puts themselves on youtube will be a very effective defense. The first airline that has a warm, sincere, effective counter that will be designed to get the youtube hit instead of the original video, and presents the other side of the story, wins. The airline that doesn't understand that you can't run everytime someone uses the web... loses.

Someone really f'd up the response on this one.