This morning’s brand brouhaha, if you haven’t seen it already, revolves around United Airlines and a musician’s scorn. The full story resides on Dave Carroll’s site but the gist is that United Airlines damaged his $3,500 guitar, as luggage handlers tossed it around. Nine months past and numerous phone calls and emails later, there was no resolution and Dave’s claim for his guitar was denied. What takes the cake though is Dave’s response. He’s a musician and it was only right for him to write a song about it but better yet, create a music video:
Aside from the video being completely hilarious, it depicts the story of his experience with United Airlines. Worse news for them, the video has already accumulated over 100k views and has only been live for 2 days.
Though it has been MONTHS since this happened, where Dave was denied a claim and was left with a $1,200 bill just to repair the broken guitar, United Airlines has taken note and responded through Twitter:
This has struck a chord w/ us and we’ve contacted him directly to make it right.
No pun intended =).
But to United Airlines’ side, there is specifically a 24-hour claim period and Dave passed that allotted time before he took action.
But are there exceptions?
Is United taking him seriously only because he has the power of music to have his voice heard (though it’s taken 9 months to do so)? Would all customers who went through a similar ordeal be treated the same, if they couldn’t sing? Or, is it OK to make exceptions for outstanding cases such as this one?
And lastly, is United Airlines wanting to right their wrong good on them, or is it too little too late to salvage the damage of this video? Sound off.