“Germany’s second-largest airline has become a mesmerizing spectacle of shaming and apology.”

We’ve all heard horror stories from our friends—and have many of our own—about certain airline experiences. With the sheer volume of flights scheduled around the world on any given day, it is a statistical certainty that there will be the occasion snafu, and sometimes it’s your flight’s turn to have the bad day, and sometimes it isn’t. So, it’s generally wise to not let one friend’s horror story or isolated incident inform your opinion of an airline.

That’s what I thought when I head of a friend’s troubles with Air Berlin the other day. Living in Copenhagen, she was scheduled to fly to Miami for a short vacation to see family. Due to an epic screw-up on the airline’s part, she has found that the soonest she could reach her destination would be in two days, thus destroying her much-anticipated visit. This was compounded by the fact that they were reportedly rude and unhelpful.

She was crushed and angry, so I took her rant about the airline with a grain of salt, especially considering the sterling reputation of the normally efficient Germans. She was crushed and angry, so I took her rant about the airline with a grain of salt—until I read this.

In fairness, other friends who have flown the airline reported nothing but positive experiences. But when a major magazine runs a story about an airline’s slow-motion meltdown and includes the line, “Germany’s second-largest airline has become a mesmerizing spectacle of shaming and apology” in the first paragraph, there is definitely grounds for warning my fellow travelers to think twice before booking until the company sorts itself out.