United Airlines has recently learned a valuable lesson about user-generated online content: don't underestimate it.
After songwriter Dave Carroll saw his guitar being damaged by baggage handlers prior to a United flight's takeoff he naturally complained and asked for compensation, Fast Company reports.
But when this request for United to pay the repair bill for his guitar was ignored the muso took matters into his own hands by writing a song and then uploading an accompanying video onto YouTube.
Claims have since emerged that within four days of the video being uploaded United's stock fell 10 per cent, a cost to shareholders of US$180 million.
While Fast Company claims it's a stretch to attribute this freefall to Carroll's video, the fact that over 4.5 million people have seen 'United Breaks Guitars' should be a cause of concern for the airline.
Justice for all! I love YouTube! And bravo to customers with guts!
Posted by: Training Connection | 05 August 2009 at 04:06 AM
Sad that airlines get away with abusing us the way they do. The video is ingenious. Still can't stop laughing. Congrats Dave! Though I have no musical talent, I did make a website for the rest of us to complain about the airlines. http://www.worstairlines.com
Please come by and tell your airline stories.
Thanks!
Posted by: Michael | 27 September 2009 at 11:50 AM
the airlines abuse us because we let them. if we stopped cashing in those sorry miles and $125 checks and instead take them to small claims, they would eventually learn and stop. i've taken airlines to small claims SEVERAL times, each with success!!!!
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Sue the Airlines Guide
http://www.sue-the-airline.com
Posted by: sunil | 29 September 2009 at 01:32 PM
Ah! This is really touching, would like to read more stuff like this.
Posted by: globester | 30 October 2009 at 08:27 PM