United AirlinesTakes It In the Chin; Musician Gets Revenge

In the spring of 2008, a musical group called Sons of Maxwell from Nova Scotia was traveling to a gig in Nebraska from O'Hare aboard United Airlines.  When the flight landed, band member Dave Carroll found his guitar had been damaged by luggage handlers.  He spent months trying to convince United to pay him for the $1,200 repair bill, but United argued its contract of carriage doesn't pay for damage to "valuables."  And the airline decreed Carroll's guitar was a "valuable."

In frustration, Carroll and fellow group members--along with actors playing cranky United employees and luggage handlers tossing guitars through the air--put a hilarious song called "United Breaks Guitars" on YouTube.  In the three days it's been posted, the video--below this post--has gone viral, attracting 1.5 million views.  His appearance on national morning television shows today spread word of his frustration and dissatisfaction even further.

It's a PR nightmare for United, who I understand is going to try to make lemonade out of lemons by using the video in the training of baggage handlers. But for the life of me, I can't understand how an airline already in as much trouble as United is--image wise--can play such hardball with a musician who obviously is owed at least some money for the breakage of his guitar.  Score a big fat win for the musicians and a big, black eye for United Airlines.