United Breaks Guitars is a trio of protest songs by Canadian musician Dave Carroll and his band, Sons of Maxwell. It chronicles a real-life experice of how his guitar was brok during a trip on United Airlines in 2008 and the obstructively uncooperative reaction from the airline. The song became an immediate YouTube and iTunes hit upon its release in July 2009 and a public-relations embarrassmt for the airline.
Musician Dave Carroll said his guitar was brok while in United Airlines' custody. He said that he heard a fellow passger exclaim that baggage handlers on the ramp at Chicago O'Hare International Airport were throwing guitars during a layover on his flight from Halifax Stanfield International Airport to Omaha, Nebraska's Eppley Airfield. He arrived at his destination to discover his $3, 500 Taylor guitar was severely damaged.
Fox News questioned Carroll on why he checked the valuable guitar and Carroll explained that it is difficult to bring guitars onto flights as carry-on luggage.
United Airlines Company's Break Guitar Case
In his song, he sang that he alerted three employees who showed complete indifferce towards me wh he raised the matter in Chicago. Carroll filed a claim with United Airlines, which informed him that he was ineligible for compsation because he had failed to make a claim within its stipulated standard 24-hour timeframe.
Th, asking himself, if Michael Moore was a singer-songwriter, what would he do?, Carroll wrote a song and created a music video about his experice.
Carroll, who has performed as a solo artist and a member of the group Sons of Maxwell, wrote two sequel songs related to the evts.
She Shreds Media
The song takes a humorous look at Carroll's dealings with the unflappable United customer service employee Ms. Irlweg; it targets the flawed policies that she was forced to uphold.
The song notes that not all employees at United are bad apples. The final line of the trilogy of songs is, You say that you're changing, and I hope you do, 'Cause if you don't, th who would fly with you?
The YouTube video was posted on July 6, 2009. It amassed 150, 000 views within one day, prompting United to contact Carroll, saying it hoped to right the wrong. The video had over half a million views by July 9,
The Mistake That Cost United Airlines $1.4 Billion In One Day, And What You Can Do To Avoid It
10 million by February 2011, and 15 million by August 2015. It has roughly 23 million views and 340, 000 likes as of January 2024.
Attempting to put a positive gloss on the incidt and the song, a company spokesman called it excellt. Rob Bradford, United's managing director of customer solutions, telephoned Carroll to apologize for the incidt and to ask for permission to use the video for internal training.
Failed to undo the damage done to its image (it was later revealed that the Thelonious Monk Institute of Jazz was, at the time, chaired largely by United executives and used United Airlines exclusively for its corporate travel).
United Breaks Guitars: Song 1 By Dave Carroll
In response to his protest's success, Carroll posted a video address thanking the public for their support while urging a more understanding and civil attitude towards Ms. Irlweg, who was just doing her job in accordance with mandated company policies in this affair.
Since the incidt, Carroll has be in great demand as a speaker on customer service. Coincidtally, United Airlines lost his luggage on one of his trips as a speaker.
In December 2009, Time magazine named United Breaks Guitars No. 7 on its list of the Top 10 Viral Videos of 2009.
Dave Carroll (uk)
In January 2013, the success of Carroll's online protest was used by the German television and news service Tagesschau to exemplify a new kind of threat facing corporations in the internet age.
In June 2013, NBC's Today Show discussed how to properly complain and get what you want and used a Carroll video as an example of an excellt way to complain while remaining respectful and not yelling.
This was following the release of a video that showed United Airlines physically forcing a passger, Dr. David Dao, off Flight 3411 to make room for crew members who were needed at a differt airport the following day, injuring him in the process.
Guitar Guy' Vs. United Airlines
On an interview with As It Happs two days later, in light of the incidt, Carroll described that the same problem has emerged and thought it has to do with the culture in United Airlines which showed a lack of compassion.
It was widely reported that within four weeks of the video being posted online, United Airlines' stock price fell 10%, costing stockholders about $180 million in value.
In fact, UAL oped at $3.31 on July 6, 2009, and dipped to an intra-day low $3.07 (-7.25%) on July 10, but that very day closed at $3.26 and traded as high as $6.00 (+81.27%) four weeks later on August 6.Back in 2008, United Airlines broke Dave Carroll's guitar and refused to pay for it. In light of the company's most recent customer service debacle, we checked in with him —and it turns out that incident turned into an unexpected opportunity.
Revisiting The “united Breaks Guitars” Saga: An Interview With Dave Carroll
Musician Dave Carroll, left, became famous for a song he wrote about United Airlines breaking his guitar. CEO Oscar Munoz, right, is under fire again after video of police officers dragging a passenger from an overbooked flight was shared online. (Andrew Vaughan/Richard Drew/CP/AP)
A man who became a YouTube sensation after he wrote a song about United Airlines breaking his guitar in 2009 is speaking out after the company came under fire for forcibly dragging a customer off a plane.
Dave Carroll, a Halifax musician, was flying on United to play a show. Sitting on the tarmac before takeoff, he looked out the window and saw baggage handlers throwing guitars around — and when he arrived, his guitar was broken.
Dave Carroll Sings United Breaks Guitar In Washington Hearings
Carroll's song went viral and helped him launch another career as a public speaker advocating for compassionate business practices. He also wrote a book called United Breaks Guitars: The Power of One Voice in the Age of Social Media.
On Sunday, after a passenger was filmed being dragged off a plane, United has a new public relations crisis on its hands.
Host Carol Off spoke with Carroll to see what he thinks of the airline's latest customer service disaster. Here is part of their conversation.
How A Music Video Changed Customer Service
Carol Off: Dave, I didn't think that you and I would be talking about United Airlines again since they broke your guitar. What do you make of this latest incident?
Video. My phone lit up with interest and some requests. I saw the video that everybody else has seen now. It's pretty horrific and I felt for everybody on that plane.
Became a bit of public relations fiasco for United back in 2009. Is your sense then that they haven't learned very much since your encounter with them?
United Breaks Guitars Case
DC: I would have thought they'd make some advances, but seven years later now, the same sort of problem has emerged. I think it has to do with a culture in the company.
When my video went viral, I received letters from the flight attendants and the pilots associations, on their letterhead. I'm paraphrasing but they said, essentially, If you think it's bad flying with us, try working here.
So how are you suppose to dazzle your customers with great customer service if the people providing the services feel such disconnection throughout the company?
Case Study On Youtube United Breaks Guitars แรงบันดาลใจ จากความไม่พอใจ
I think they have some problems that they have to change culturally, and I think if they bring more compassion into the conversation they'd be better suited.
CO: We heard from the CEO of United, Oscar Munoz. He released a statement after the incident where he apologized for having to re-accomodate customers and said that they were investigating. That was the extent of his comment. He was widely condemned for that. Now, today, he has gone further saying they've all responded with outrage, anger, disappointment and they have the deepest apologies for what happened. Why do you think it took 24 hours for the CEO to figure that out?
DC: It's a mystery. The first one was so awful. I think a billion dollars in market cap later, they realized that this one story is actually affecting the profitability of their company, so he had to step up and give a more heartfelt apology that showed caring and showed respect for the person who was affected.
Social Media Pr Disasters:
It's not just a story. This is a person who was actually humiliated and assaulted on a plane and that needs the personal attention from the leader and the voice of the entire brand to the person affected. The second apology was where it should have been in the first place.
DC: Yeah. I think, especially in big brands, they surround themselves with a single focus. In this case, a room of lawyers are taught how to protect the brand on the basis of what is legally entitled and that sometimes should be much farther down the list.
If a company is a little bit more compassionate, they can have better outcomes and empower, not just their employees, but their passengers to think differently about their brand to the benefit of everybody.
Duff Mckagan's Bandmate Loses Guitars And Gear Because Of United Air, Says He 'didn't Even Break A Sweat'
Has always been about the lack of compassion that was there and why compassion should be a central feature of your culture.
This interview has been edited for length and
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