Customer Service – a United Airlines nightmare

The following video tells the story of a Canadian, Dave Carroll, who watched in horror as baggage handlers smashed his guitar on the tarmac while he sat on a United Airlines flight.  Dave decided to write a song and post it on YouTube.   The response?  Dave’s video went viral with over 10 million hits on YouTube.

The story doesn’t end there……  after Dave’s complaint aired, United offered a paltry settlement, which prompted Dave to write a second song about his customer service treatment.    A third song was also written, detailing the crazy customer service nightmare that Dave experienced.  Follow the story on YouTube or Dave’s own website, www.UnitedBreaksGuitars.com

Makes us all think,

“Am I giving my customers a great experience?”  

or, as Dave says,

“One customer is not statistically insignificant!”

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