For once the passenger won. An air travel story with a happy ending….
December 10th, 2009 by Conrad Stoltz
This story made my day…
I play a bit of guitar myself, (on a $100 cheapy, and “play” used loosely) but being a frequently frustrated traveler with a $8000 Specialized bike in a box, I can really relate to this story: (feel free to substitute “guitar” with “bicycle” in the youtube video)
A musician named Dave Carroll recently had difficulty with United Airlines. United apparently damaged his treasured Taylor guitar ($3500) during a flight. Dave spent over nine months trying to get United to pay for damages caused by baggage handlers to his custom Taylor guitar. During his final exchange with the United Customer Relations Manager, he stated that he was left with no choice other than to create a music video for You Tube, exposing their lack of cooperation. The manager responded, “Good luck with that one, pal.”
He posted the following retaliatory video on You Tube. The video has since received over 6.5 million hits. United Airlines contacted Carroll and attempted settlement in exchange for pulling the video. Naturally, his response was, “Good luck with that one, pal.”
Taylor Guitars sent Carroll two new custom guitars in appreciation for product recognition resulting from the video that has led to a sharp increase in orders.
2 Responses to “For once the passenger won. An air travel story with a happy ending….”
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December 10th, 2009 at 7:08 pm
My musician friend knows Dave Taylor and has been playing their guitars for years! Good story!
December 21st, 2009 at 6:04 pm
What a great story… …and outcome :smile:!
after numerous similar instances of dealing with airline companies, it is refreshing to see a good outcome (by a customer).
thanks for sharing!