Also, customer experience on social media is not “negative propaganda,” it is real life!
Of course there are bad experiences, but it's also human nature to publicise when something goes wrong rather than when it goes right.
As an example, I've taken 8 return journeys with BEE over the last year and no problems at all. In fact, good service from the crews, as usual. But I haven't posted on any of their social media outlets to say so.