"United Breaks Guitars" a Smash Hit on YouTube Airline apologizes, wants to use video to train employees.
Anyone who's lost a bag or had their stuff damaged by an airline knows the frustration -- you spend hours on the phone, often with a call center in India, and feel like you're getting nowhere. Such was the plight of Dave Carroll, a Canadian musician who says United Airlines baggage handlers smashed his favorite Taylor guitar as he changed planes at O'Hare. As Carroll and the rest of the band sat on the plane, another passenger saw the baggage handlers tossing guitars to one another and shouted, "My God, they're throwing guitars out there!" Carroll said the base of his guitar was smashed. He tried to reason with United for months to get them to pay the $1,200 repair cost -- but he got the run-around, and ultimately they wouldn't. So, Carroll did what he does best. He wrote a song about it, "United Breaks Guitars." - complete article
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