In March 2008, musician Dave Carroll flew with United Airlines through Chicago, where a fellow passenger witnessed his $3,500 Taylor guitar being thrown into the hold of the aircraft by one of the UA employees. Upon arrival, Dave filed a complain with UA, asking them to reimburse him for the repair to his guitar, which came to the hefty sum of $1,500. For over a year, letters and emails and phone calls went back and forth, until UA, true to their lying form, denied responsibility for the damage and refused to pay for the repair. In return, Dave promised to release three music videos, to shame them publicly. The first, entitled “United Breaks Guitars“, is already out.
Kudos to Dave Carroll! I hope tons of people see this video and decide to do their flying with other, more customer-friendly airlines. UA deserves all that’s coming to it for the way it treats people.