Written by Thilde Vesterby
Dave Carrol got United Airlines’ attention with this song telling the world how the airline broke his guitar:
The $3,500 guitar broke last year when Carrol and his band were travelling to Nebraska, and it took him 9 months of fighting through letters and calls before United said that the discussions wouldn’t go any further – and that they wouldn’t compensate for his loss. They shouldn’t have done that.
Dave Carrol’s heartbreaking video has been seen by almost 3,000,000 people on YouTube and has been on several news shows (including the Danish TV2 News). After 72 hours on the web United Airlines calls CNN and announces:
“We want to use this unique opportunity to make things right and use this video internally to insure better customer service.” – along with the message that they will now compensate for his loss.
Dave Carrol then posts a statement online thanking everybody who supported the video and saying that he would like the compensation to be donated to charity:
The whole story shows the power and the speed of new media and how fast a crisis can develop through social media. A viral video that hits the mainstream media can indeed get faster results than a long year of letters, calls and arguments.
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