Dave Carroll was traveling on a United Airlines flight when he noticed bag handlers in Chicago throwing his Taylor guitar. Upon retrieving his luggage, he noticed the $3500 guitar was severely damaged. After months of arguments and playing the blame game, Carroll told United Air since they would not compensate him, he would retaliate and make a music video about the experience and post it on YouTube. United Airlines reponse: Go Ahead.
Result: The video has been viewed several million times and has been featured in the mainstream press worldwide. Social Media has become the online “suggestion box” for companies. A customer service mishap these days can now turn into a global sensation with social networking sites.
United finally agreed to make a donation of $3,000 to the Thelonious Monk Institute of Jazz for music education for kids to make up for their mistakes.
Lesson: Respect your customers. United Airlines should have understood how important a guitar is to a musician.
Check out the hilarious video below: