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July 10, 2009
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.
Posted by Rudy Maxa in Thumbs Down | Permalink
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Comments
Interesting story. The internet is a really great tool for making your voice heard when it would otherwise be ignored.
Posted by: Jessica | Jul 12, 2009 1:49:26 PM
I'll do whatever I can to never check baggage on any airlines that charge extra. I hope all other carriers take note of this well produced video.
Posted by: iconjohn | Jul 14, 2009 8:48:09 AM
PR nightmare for United, PR coup for the now famous Sons of Maxwell - yes, this is proof positive of why the internet gives companies even more reason to treat clients well!
Posted by: Richard | Aug 12, 2009 2:52:55 PM
In your dvd:Best of Europe: London and Beyond. The prompt music, at the beginning: What is the song, and the group that plays it?
Posted by: ronnie | Sep 4, 2009 6:36:22 PM
Ronnie, I'm going to have to refer you to Small World Productions in Seattle--they provided the soundtrack for that show and should be able to help. You may reach them during West Coast business hours at 206 329 7167. --Rudy Maxa
Posted by: Rudy Maxa | Sep 4, 2009 6:51:42 PM
I know this is a day late and a dollar short, but United really tried it's hardest to mess up my husband's and my Caribbean cruise in December 2008. In April 2008 I made my own air reservations (and PAID FOR THEM, I might add, in bold italics and emphasized) for the two of us to fly from San Jose, California, to Fort Lauderdale, Florida, to take a Holland America Western Caribbean cruise in December of that year. Twice I received "voice mail only" telephone messages from United about flight changes. That's fine. I can deal with it.
But when, in July, I called United to "confirm" in advance that all was O.K., the flight sequence ended in Chicago. After many minutes on hold, I was told, arbitrarily: "United doesn't fly to Fort Lauderdale." Well, they were right - at that time - but in April, they did, and they took my money, to boot!!!
It took me at least five lengthy, minute-eating cell phone calls to managers who didn't speak English or understand what I wanted to iron the issue out: we wound up flying American from San Francisco to Atlanta to Fort Lauderdale: two plane changes each way with the resulting anxiety about luggage transfers and running through airports, etc. United offered to refund my money (yeah, right: I spent thousands on the cruise, but I can sit here in California while the ship sails without us) and then wanted to perk me miles. I told them (nicely) to shove it and that I would never fly United again. After many negotiations, they finally booked us on the American flight sequence. I have kept to my promise about refusing their perk miles, but United keeps sending me snail mail about opening a Visa so I can get bonus miles.
Well, heck. Why would I want to do that?
What I'd like would be bonus miles on American, which got us safely to Fort Lauderdale and back, with only (italics, again) a four-hour delay on the return flight, so we were only mildly tired when we had to drive to work the next morning after arriving in San Francisco near midnight instead of the original 4:30 PM which I had diligently acquired in my original itinerary. We suppose we should be grateful for this "boon".
The result of all this hassle is that if my husband and I ever want to go on a cruise again, we shall have to bow to the cruise line's very expensive alternative of buying our air tickets for us at a very very exhorbitant price (more than double what it cost us for the cross-country flight sequence) so that we can relax, knowing that we won't miss the boat! Bummer.
Posted by: Nina | May 22, 2010 10:18:22 PM
