Tricky coverage for BA?

I've blogged recently about how companies which make an emotional appeal to customers may be more at risk from criticism online than those who have a more transactional relationship.

This article in the Independent about British Airways seems to highlight my point.

However, the impact of the article on BA's online reputation will be limited. Why?

• the article is not listed in the top 30 of Google for British Airways
• the BA website has an authority of 3,360 (high) compared with the Independent's 8490 (critical)

We'll monitor blogs for the next day or so (particularly in Wales and Scotland) but I don't think this story has legs.