United Breaks Guitars.

A band from Halifax, Nova Scotia took on United Airlines this week - through You-Tube. Sons of Maxwell went viral with their video entitled "United Breaks Guitars". Not only have they had over 1 millions hits on You-Tube, they have also received coverage on CNN and in USA Today amongst other major US news organisations.

According to Dave Carroll:
"In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didn’t deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss. So I promised the last person to finally say “no” to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United: Song 1 is the first of those songs. United: Song 2 has been written and video production is underway. United: Song 3 is coming. I promise."

After a mere 50,000 views, United recognised the PR nightmare they were being plunged into and and have been in touch with Carroll to remedy the situation. Apparently, they will also be using the above video in some internal training. Sad that it took a year and 50,000 hits for them to recognise the simplicity of customer service.

Oh I love it when the power is put back in the hands of the consumers! Even if it is only for a little while......

XO