I’d imagine a lot of us can relate to the nightmare that surrounds having to complain to any airline–especially when it comes to lost or damaged luggage.
So, you can imagine the frustration endured by singer/songwriter Dave Carroll as he tried to get United Airlines to pay for $1200 of damages to his guitar. After eight months of back and forth with United, Carroll decided to write the whimsical "United Breaks Guitars," record a video, and post it to YouTube.
1,351,943 views later, United is finally paying attention to Carroll.
…spokeswoman Robin Urbanski declared Tuesday that “this has struck a chord with us.” On Wednesday, she added that “his video is excellent, and we plan to use it internally as a unique learning and training opportunity to ensure that all our customers receive better service…. This should have been fixed much sooner.”
Yes, it should have been fixed much sooner! I’ve said it many times before, when dealing with a customer complaint, don’t consider what it will cost your company now, think about the headaches and lost business it will cost you later!