Econsultancy have published some good examples of online PR catastrophes.
Good one from Ryanair. After a blogger spotted an error in the airline's online booking process, staff from the airline left several insulting comments in response to the post. To make matters worse, the episode was publicised around the web. Then to really rile the online community, the company issued a statement staying that its policy was "not to waste time and energy in corresponding with idiot bloggers"
Interesting that a company specialising in low cost, high volume business activity doesn't see the benefits of engaging with low cost, high volume methods of communication.
