Like the saying goes with great privilege comes great responsibility. One of the key KPI of a successful business is customer satisfaction. Every other factors of successful business are driven from the top business goal (satisfying the customers at all junctures). Many internationally known global companies have got a clear function called sentimental analysis (of their customers), helped with modern data processing technologies, and all of them are geared towards fulfilling the key KPI of customer satisfaction.
Of course decisions are not made or changed based on singular views of few individual customers, no one can satisfy everybody at all times, as long as there are always competing interest (needs) of many peoples simultaneously. Key is in such cases taking the majority's concerns into consideration promptly and addressing them.
I have not studied the overall customer sentiment of Ethiopian, but if we start getting complaints from different directions against the iconic national pride, then we start to worry if there could be a reason behind them. In that case the concerned decision makers of the company must be alerted and start to take stock-taking of the existing business processes of the company.
This guy (Araya Tesfamariam) used to be a nationalist and concerned citizen of the nation and I have so far no reason to doubt his sincerity. In that case Ethiopian should take his complaints seriously and take steps to look at the issues and address them promptly and effectively.
We don't want Ethiopian to stumble even for a moment!