This story really shows the power of the internet when it comes to poor customer service. We have reported before how sites such as TripAdvisor, Expedia, and Yahoo Travel give power to guests to sway future guests from staying or not staying at your property. This story takes it to a new level.
Back in the spring of 2008, a musician named Dave Carroll was on a United Airlines flight and witnessed the baggage handlers throw his guitar case. When he arrived at his destination, his $3500 guitar was severely damaged. He spent 9 months trying to get reimbursement for the damaged guitar and was treated poorly by United Airlines’ customer service department. After getting the runaround for 9 months, he promised the last customer service representative that he spoke to that he would write and produce 3 songs about his experience with United Airlines and post online.
He posted his first song and funny video on July 6, 2009. Check out the video here:
The video called ‘United Breaks Guitars’ has already been watched by over 3.2 MILLION PEOPLE in only a week. The story has also been picked up by many major news networks such as CNN.
It just goes to show the power of the internet and why every single guest complaint must be resolved.
You can also check out Dave’s story on his website here.