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United Breaks Guitars July 23, 2009

Posted by tracybarnett in Consumer travel.
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Now this has to be the most creative way I’ve ever seen of filing a consumer complaint to an airline. And another example of how social media is changing the balance of power.

Canadian musician David Carroll says United Airlines broke his $3,000 Taylor guitar. A year-long attempt to get United to cover the damages went nowhere, so he took his appeal to the public on YouTube.

“I said to myself, ‘What would Michael Moore do if he were a singer-songwriter?'” he told the London Daily Mail in an interview aired this morning. So he wrote a series of three songs telling his story. His first one has gone viral — it’s garnered 3.7 million hits.

Check out the video – he’s not only a decent musician, he’s hilarious:

Here’s the story in the London Daily Mail.

United has reversed its position since his song became such a hit. They’ve offered now to pay to fix his guitar, plus they’re throwing in more than $1,000 in travel vouchers, according to the Daily Mail.

But the horse is already out of that barn. Carroll just announced the second in his three-part series will be released soon.