This is awesome for a few reasons:
1. This Dave Carroll guy wrote a moderately catchy song about a customer service gripe. He made something totally miserable into something entertaining. I guess country musicians are pretty good at this.
2. Millions of people will likely watch this video/hear this song, making the interwebs reign supreme once again as a conduit for communication.
…and my favorite..
3. Dave (as well as many other people who post and share customer service/product/brand problems online) is a great example of how the interaction between a company and the customer is one of the most precious things that company has, and it can make (or break, in this case) customer loyalty. With such competitive airfare available, it isn’t difficult for travelers to opt for a competitive airline (say Delta, Continental or even Southwest) for travel based on hearing about/dancing to this incident.