Revenge of the Folk Singer
What a great way to deal with customer non-service. Last year a musician named Dave Carroll was traveling on to Nebraska on United Airlines. While on the ground in Chicago, Carroll saw his $3500 Taylor guitar being tossed around by airline baggage handlers. Sure enough, the guitar was severely damaged. While United never denied the damage, Carroll got the expert run-around from various and sundry airline employees for nine months. Everyone was to blame except for United, and finally he was given the airline’s official “NO” to his repeated requests for compensation.
What is one to do? Well, most of us would just be out of luck, but Carroll is a musician. So he did what musicians do—he wrote a song and created a music video about his experience. In fact, what he promised the United employee that gave him the final “NO” (Ms. Irlweg) was that he would write three songs about his United experience and make You-Tube videos for each. Well, the first song and video is done, and it has become an Internet sensation. United now knows that you don’t tug on Superman’s cape, you don’t spit into the wind, you don’t pulls the mask off the ol’ Lone Ranger and you don’t break Dave Carroll’s Taylor guitar.
United has now (after the video received 2.5 million hits on YouTube) admitted its responsibility and offered full compensation, but Carroll has asked that they donate the money the charity. Evidently he is too busy working on his second video to go pick up their check. As Jay Guin (on whose blog I first saw this) put it, “This is satisfying at a very deep level.” BTW, if Carroll would have been flying on Delta, the song would have been “Delta Loses Guitars.”