This video is funny and highlight the poor customer service rendered by United Airlines. Dave's guitar was broken by United Airlines staff and airline refused to give repair charges to him. He followed with airlines for close to nine months and then hit upon the idea of recording songs about his ordeal and put it on YouTube.com. Song became instant hit.
After the damage has done, United Airlines budged. They have also decided to include this video as a training module.
I think they are little late in accepting their mistake and damage has already been done.
United breaks the guitar
- on Saturday, July 11, 2009
- Customer Complaints, Customer connect, Customer Experience
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by Ramesh , on July 12, 2009 5:59 AM
Could you send me the Youtube link separately Adesh - usual problems with the Net Nanny here in accessing it through your blog.
Something like this happened with a hotel some years back (before the You Tube days ) and I remember they circulated a powerpoint which became a viral hit.
Companies can ill afford to screw a customer - even a single individual can make it globally known thanks to the power of the internet. Companies have to rethink their practices on handling customer complaints.
by le embrouille blogueur , on July 12, 2009 7:10 AM
Like you said ... a little ...too late !!
by A journey called Life , on July 12, 2009 4:15 PM
totally novel approach.. kudos to that disgruntled customer!