A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar (worth $3,500) during a flight. Dave spent over 9 months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation. The Manager responded: "Good luck with that one, pal."The Internet empowers ordinary people in ways that we're all still learning to recognize. As United found out to their chagrin, YouTube gives everybody a potential bully pulpit.
So he posted a retaliatory video on YouTube. The video has since received over 11 million hits. United Airlines contacted the musician and attempted settlement in exchange for pulling the video. Naturally his response was: "Good luck with that one, pal."
Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has led to a sharp increase in orders.
I'll be there have been a few revisions in the way they handle damaged or lost baggage claims!
Here's the (rather delicious) video:
You probably saw this article about the massive amount of thefts out of JFK. Makes me feel really secure when I fly. They can't even protect the contents of my luggage. http://newyork.cbslocal.com/2012/03/26/exclusive-the-stunning-jfk-airport-baggage-scandal-200-thefts-per-day/
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