Being in the hospitality business all my life, I can usually placate a dissatisfied customer within moments. That being said, in the airplane industry that is usually not possible. The owner most likely has to exercise patience in her or his bid for satisfaction.
What gets to the hospitality industry the most, or at least the ones in the industry who care, are the folks that you bend over backwards for but they will not accept anything you say or do. There are people that just want to be dissatisfied and then make sure everyone else knows that they are dissatisfied. Though you can still value that person as a customer, you just have to accept there is no satisfaction with or for them. You just hope the people that they are complaining to, about you, knows there are always two sides to the coin.