United Breaks Guitars.

[dynalow]

Got this email this morning. Pretty good story.

"Don't you just love it when the little guy wins?


A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over 9 months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation. The Manager responded : "Good luck with that one, pal".


So he posted a retaliatory video on YouTube. The video has since received over 6.0 million hits. United Airlines contacted the musician and attempted settlement in exchange for pulling the video.

Naturally his response was: "Good luck with that one, pal".


Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has lead to a sharp increase in orders.

Here's the video ...."
http://www.youtube.com/watch?v=5YGc4zOqozo&NR=1

Mr Carroll's explanation:
http://www.youtube.com/watch?v=T_X-Qoh__mw&feature=channel

Song 2:

http://www.youtube.com/watch?v=h-UoERHaSQg&feature=channel

[tbomachines]

Great story! Funny how things seem to work themselves out sometimes

I had a similar issue when I flew with a set of drums to Puerto Rico...I'm beginning to think it is a job requirement for those baggage guys to beat every piece of luggage half to death before loading it on the plane.

[okyoureabeast]

I would never in a million years check any of my instructions into the baggage hold.

Back in the day you could purchase an extra seat for your instrument. I knew of a cellist who would do that. Luckily I've never had to travel with my instruments.

From what my musician friends say they just bring the instrument on the plane as a carry on.

[Carleton Hughes]

My best friend had his 1928 bass saxophone crushed by United 4 years ago while flying to a gig in Davenport.

Another guy I know had his Olds trombone turned into Ronzoni by them hooples.

We all use custom moulded fibreglass cases when driving is not an option.

[davidmash]

Customer service mistakes can be costly. I am pretty sure that the money United has saved in cutting main line employees and contracting out has saved them far more than it has cost. Money is the bottom line. Customer service typically does not pay off that well. Most passengers will fly who ever has the cheapest fare. Brand loyalty is non-existent.

[mpolli]

This is actually an improvement in their service since they didn't steal it. "Good luck with that pal" is their new company motto. Will soon be on all their ads.

[cmac2012]

Originally Posted by okyoureabeast

I would never in a million years check any of my instructions into the baggage hold.

Back in the day you could purchase an extra seat for your instrument. I knew of a cellist who would do that. Luckily I've never had to travel with my instruments.

From what my musician friends say they just bring the instrument on the plane as a carry on.

Your instructions?! No, hey, I knew what you meant, and ditto. Airlines cannot be trusted with guitars. The guy really scored with Taylor. They're good instruments but somehow not my preference.

[Aquaticedge]

if I could sing worth a hill of beans I would have gone after southwest... It's a fun song. I'll add it to my favs on youtube

[Aquaticedge]

CBS News story on it http://www.youtube.com/watch?v=PGNtQF3n6VY&NR=1

[HuskyMan]

Originally Posted by davidmash

Customer service mistakes can be costly. I am pretty sure that the money United has saved in cutting main line employees and contracting out has saved them far more than it has cost. Money is the bottom line. Customer service typically does not pay off that well. Most passengers will fly who ever has the cheapest fare. Brand loyalty is non-existent.

untrue, brand loyalty does exist. When Herb Kelleher was running Southwest Airlines, he proved it time and again. when a flight was delayed flight attendants were known to start pillow fights or sing songs with the passengers. he recognized that humor can calm even the most savage of beast. he saw the Southwest employees as customer number one and treated them like royalty. Pilots were willing to be placed on a wait list just to get a job with Southwest. some Pilots waited for years to get a chance at flying for Southwest and when they did get the job, they kept it.

baggage handlers at Southwest are paid a bonus if they turn the plane around and get it out the gate on time. thus, Southwest has one of the best on-time records in the industry.

Herb Kelleher understood the meaning of "Emotional Intelligence" unlike any other CEO. while other airlines have lost major $$$ and gone bankrupt, Southwest Airlines continues to be profitable. By treating their employees and passengers as VALUED customers, they continue to turn a profit.

[davidmash]

None of that is brand loyalty. That shows that people may be happier with humor rather than indifference.

If someone comes up with a cheaper fare from A to B than SWA, people will fly it. When I worked for AA, they would loose market share over a few dollars. That's why when you compare fares, they will usually match dollar to dollar if there are two or more airlines competing in the same market.

The only counter that airlines have come up with is the frequent flier programs. If you have a lot of miles built up, you are pretty much screwed. You have to stay with that airline good or bad. They are becoming less influential it seems.

SWA continues to be profitable due to more reasons than the happiness of their employees. BTW, they are not as happy as they once were. They have had their labor unrest as well.

South West has a great thing going. As long as they can keep their fare below everyone else, they will be successful. As soon as someone come up with a better mouse trap, people will leave in droves. Passengers are guided by the all mighty dollar. That is what I mean by people having no loyalty.

[MattBelliveau]

I've always been wary of taking any of my guitars on as cargo on a plane. My $150 Washburn. Maybe. My Martin. No way in hell, I'd sooner UPS it.

I agree, at this point air travel has become a commodity. It's just a way to get from one point to another with the minimum cost/hassle; just like taking the bus.

[gary0006]

Good read, thanks for posting.

Originally Posted by dynalow

Got this email this morning. Pretty good story.

"Don't you just love it when the little guy wins?


A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over 9 months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for YouTube exposing their lack of cooperation. The Manager responded : "Good luck with that one, pal".


So he posted a retaliatory video on YouTube. The video has since received over 6.0 million hits. United Airlines contacted the musician and attempted settlement in exchange for pulling the video.

Naturally his response was: "Good luck with that one, pal".


Taylor Guitars sent the musician 2 new custom guitars in appreciation for the product recognition from the video that has lead to a sharp increase in orders.

Here's the video ...."
http://www.youtube.com/watch?v=5YGc4zOqozo&NR=1tirecar

Mr Carroll's explanation:
http://www.youtube.com/watch?v=T_X-Qoh__mw&feature=channel

Song 2:

http://www.youtube.com/watch?v=h-UoERHaSQg&feature=channel

[WVOtoGO]

Originally Posted by Craig

I agree, at this point air travel has become a commodity. It's just a way to get from one point to another with the minimum cost/hassle; just like taking the bus.

Yep... Just like the bus.