skymama 37 #1 July 9, 2009 QuoteHere, without rhythm, harmony or rhyme, is Dave Carroll’s problem: Last year, while he was flying from Nova Scotia to Nebraska on United Airlines, somebody broke his $3,500 guitar. Big deal, you’re thinking. Who has time to keep track of all the things United breaks? (See bottom of story for some statistics, which suggest that several other airlines are worse.) But Carroll and his band, Sons of Maxwell, have told their tale with rhythm, harmony, rhyme, not to mention some wicked humor, and their four-minute, 37-second complaint, “United Breaks Guitars,” above, is racking up views on YouTube. Before we tell you what United has to say about all this, here’s a quick version of Carroll’s saga, as distilled from his website. (Messages to Carroll’s home phone and e-mail address went unanswered Tuesday night.): In spring 2008, Carroll and company headed from Halifax, Nova Scotia, to Omaha, by way of (shudder now, frequent fliers) Chicago. Just after landing at O’Hare airport, says Carroll, one of his bandmates and another passenger looked out their windows and saw baggage handlers heaving around guitars with wanton disregard. Carroll says he complained immediately to three flight attendants, but was met with indifference. Some time after arrival in Nebraska, Carroll says, he discovered that, sure enough, the base of his 710 Taylor acoustic guitar had been smashed. But he had gigs to play, so he found a way to do that. As Carroll acknowledges, he didn’t attempt to complain again until beginning his return flight a week later. Over the following days, weeks and months, Carroll made many phone calls to United representatives in Chicago and (who didn’t see this coming?) India, but basically he says United did nothing for him. Meanwhile, Carroll spent $1,200 getting the guitar repaired “to a state that it plays well but has lost much of what made it special.” The capping blow, Carroll says, was an e-mail from a Ms. Irlweg, who denied his claim for compensation because he didn’t complain in the right place, or at the right time. The airline wouldn’t even give him $1,200 in travel vouchers, Carroll contends. So he vowed a sort of musical revenge - not one protest song, not two, but three, with a video for each, all to be posted on the Web. Carroll says he told Ms. Irlweg all about it, but got the usual response. The video was posted on July 6. In its first 23 hours, “United Breaks Guitars” had drawn 461 comments on YouTube, most of them maligning the airline, and one of them hearkening back to Tom Paxton and his tune of aerial guitar trouble, “Thank you, Republic Airlines.” (The viewer counter appeared to be stuck at 3,441, but the video quickly went viral, with the Consumerist showing more than 24,000 views by Tuesday night.) Among the comments: “Revenge is a dish best served with country accompaniment.” So what does United have to say about the song? “This has struck a chord with us, and we’ve contacted him directly to make it right,” said Robin Urbanski, a spokeswoman for United. (Urbanski also said she “loved” the video.) Urbanski said a phone meeting had been scheduled for Wednesday, and that before the airline decides exactly what to do for Carroll, “we need to have that conversation with him directly.” Meanwhile, Carroll’s website says he’s written and recorded the second song, with video to follow soon. And he has all sorts of other plans for a third song, and various tactics to achieve a million Web hits, which he believes will give some sense of revenge. In fact, he writes, “I should thank United…. If my guitar had to be smashed due to extreme negligence I’m glad it was you that did it.” By the way: In the U.S. Department of Transportation’s tally of lost, damaged, delayed or pilfered baggage in April 2009, United ranked 10th among 19 carriers, with 13,517 “baggage reports” among 4.03 million passengers. — Christopher Reynolds, LA Times Link to the video. It's a catchy song! She is Da Man, and you better not mess with Da Man, because she will lay some keepdown on you faster than, well, really fast. ~Billvon Quote Share this post Link to post Share on other sites
Icon134 0 #2 July 9, 2009 the depressing thing is that it took the song going viral to get any kind of reaction from the airline... Livin' on the Edge... sleeping with my rigger's wife... Quote Share this post Link to post Share on other sites
Fast 0 #3 July 9, 2009 hah, the song is pretty catchy even! 500k views on the youtube video - you bet united is going to take notice at that. hah the internet has spawned some amusing ways to get back at a company that pisses you off.~D Where troubles melt like lemon drops Away above the chimney tops That's where you'll find me. Swooping is taking one last poke at the bear before escaping it's cave - davelepka Quote Share this post Link to post Share on other sites
airathanas 0 #4 July 9, 2009 Is that what it takes to get a problem with united taken care of? But I can't play the guitar!http://3ringnecklace.com/ Quote Share this post Link to post Share on other sites
tigra 0 #5 July 9, 2009 I heard about that on the news this morning, and the first thing I thought of was the Tom Paxton song. I'm glad he at least got a mention for doing it first! Quote Share this post Link to post Share on other sites
billeisele 130 #6 July 9, 2009 Quote the depressing thing is that it took the song going viral to get any kind of reaction from the airline... why is that a surprise so NOW they want to talk, the cost just went upGive one city to the thugs so they can all live together. I vote for Chicago where they have strict gun laws. Quote Share this post Link to post Share on other sites
JohnMitchell 16 #7 July 9, 2009 United . . . goin' full RockStar, Smashing up the git-tars, Splinterin' 'em through and through, Just like Hendrix and Townshend do. Quote Share this post Link to post Share on other sites
Icon134 0 #8 July 9, 2009 Quote Quote the depressing thing is that it took the song going viral to get any kind of reaction from the airline... why is that a surprise so NOW they want to talk, the cost just went up I didn't say it was a suprise... just depressing... Livin' on the Edge... sleeping with my rigger's wife... Quote Share this post Link to post Share on other sites
tigra 0 #9 July 9, 2009 There is also the John Hiatt song- "Breaks my heart to see them stars smashing a perfectly good guitar" Not directed at an airline, but still ........... Quote Share this post Link to post Share on other sites
LisaH 0 #10 July 9, 2009 That's awesome. Very creative of him. Hope things get resolved. Be yourself! MooOOooOoo Quote Share this post Link to post Share on other sites
DJL 235 #11 July 9, 2009 I was less than happy to be standing on the tarmac next to the plane and I see my bag getting pitched through the hatch and falling 10' to the ground. I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit."I encourage all awesome dangerous behavior." - Jeffro Fincher Quote Share this post Link to post Share on other sites
Rookie120 0 #12 July 9, 2009 Quote I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit. You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different?If you find yourself in a fair fight, your tactics suck! Quote Share this post Link to post Share on other sites
Rick 67 #13 July 9, 2009 Quote Quote I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit. You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different? yeah them poor guys loading the luggage barely make a living wage right why should they be expected to do a good jobYou can't be drunk all day if you don't start early! Quote Share this post Link to post Share on other sites
Thanatos340 1 #14 July 9, 2009 QuoteQuote I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit. You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different? And there you have it!! Straight from an Airline Person. Your response demonstrates the problem pretty well. How much harder would it really be to NOT throw the luggage?? And how is that even relevant here. People were hired to handle Bags. Shouldn't they at least make an effort to do so without throwing those bags around carelessly?? People just dont care anymore about doing a good job.. But of course they have a union to protect them so there is nothing the airlines can really do about it anyway. I absolutely refuse to check bags now. Watch any plane being loaded or unloaded for more than a couple minutes and it becomes crystal clear why that is. Quote Share this post Link to post Share on other sites
Rick 67 #15 July 9, 2009 QuoteQuoteQuote I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit. You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different? And there you have it!! Straight from an Airline Person. Your response demonstrates the problem pretty well. How much harder would it really be to NOT throw the luggage?? And how is that even relevant here. People were hired to handle Bags. Shouldn't they at least make an effort to do so without throwing those bags around carelessly?? People just dont care anymore about doing a good job.. But of course they have a union to protect them so there is nothing the airlines can really do about it anyway. I absolutely refuse to check bags now. Watch any plane being loaded or unloaded for more than a couple minutes and it becomes crystal clear why that is. thank you for saying what I was trying to say but so much betterYou can't be drunk all day if you don't start early! Quote Share this post Link to post Share on other sites
Rookie120 0 #16 July 9, 2009 Quote Your response demonstrates the problem pretty well. Reallllly? Thats great since I don't throw bags for a living. Quote How much harder would it really be to NOT throw the luggage?? I don't know, why dont you go throw for a while and get back with me. Quote Shouldn't they at least make an effort to do so without throwing those bags around carelessly?? Yes they should and most do. Quote People just dont care anymore about doing a good job Please don't lump us all together. Most still care about doing a good job. Quote But of course they have a union to protect them so there is nothing the airlines can really do about it anyway. You obviously know dick about airlines since most ramp handlers don't have a union. Quote I absolutely refuse to check bags now. If it fits in the overhead then carry it on. Quote Watch any plane being loaded or unloaded for more than a couple minutes and it becomes crystal clear why that is. Most are loaded with care. Sometimes accidents happen. If something is that fragile that it can't handle a toss on a loading belt then maybe you should find another way to ship it.If you find yourself in a fair fight, your tactics suck! Quote Share this post Link to post Share on other sites
chasteh 0 #17 July 9, 2009 >The capping blow, Carroll says, was an e-mail from a Ms. Irlweg, who denied his claim for compensation because he didn’t complain in the right place, or at the right time. Unfortunately, this is extremely important. Near baggage claims each airline has a person to speak to regarding lost or damaged luggage. If he did not see this person, how does the airline know that they are responsible for the damage? As much as I hate airlines, and never want to fly for one, they have a point here... Also, to address the "Well those damned baggage handler" responses, I'll state why there is more to it than negligence. First of all, baggage handlers are supposed to handle bags with care, and fragile bags with even more care. However, each airline also has a staff full of well-paid expert managers who tell their bag people to be as quick as they possibly can without damaging the bags. Unfortunately, when the operator leaves only a "skeleton crew" to handle more work than they can do carefully, the airline becomes responsible for making sure the employees have enough help to get the bags on the plane. Furthermore, with each airline being prone to bankruptcy and general financial distress, they are not in the best of positions to hire more staff on the ground. I have been a baggage handler before, (for Delta), and I can tell you that it was extremely difficult. Most the crazy people who are flying on airlines these days pack some of the biggest bags I have ever seen. They pack as much as they possibly can into full-sized bags so that they don't have to pay extra money to bring another bag. This is another part of the problem. Just like the war for air fares is part of the problem. Quote Share this post Link to post Share on other sites
Rick 67 #18 July 9, 2009 "You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different?" so..............because the airlines are lowering prices to compete with each other we should expect crappy service or did I read that wrong?You can't be drunk all day if you don't start early! Quote Share this post Link to post Share on other sites
DJL 235 #19 July 9, 2009 QuoteQuote I'm sick of airlines treating their customers like cattle and our luggage like shovels full of cow shit. You get what you pay for. Everybody wants cheap ass basement level airfares so why should the service be any different? That's a pretty poor excuse for poor service. If I'm allowed to pay less then will the stewards be able to use an actual cattle prod on me? Will the airport staff at Chi-town Midway just be able to tell me to "fuck off" instead of just giving me a look that says "fuck off"? This is a time when business owners are getting back to having a relationship with their clients - it's not about the lowest bid but the best product with the best service. So, when I see something happen in an environment in which there are cuts, layoffs, pay reductions and someone isn't willing to work to keep that job then I can't have sympathy."I encourage all awesome dangerous behavior." - Jeffro Fincher Quote Share this post Link to post Share on other sites
gonzalesna 0 #20 July 9, 2009 United put a quarter sized hole in my HARD CASE during my travel to SkyFest this year. The good news is, there was no damage to my guitar, so it didn't bother me enough to put in a claim.Some people refrain from beating a dead horse. Personally, I find a myriad of entertainment value when beating it until it becomes a horse-smoothie. Quote Share this post Link to post Share on other sites
DSE 5 #21 July 9, 2009 I think that's a generally unfair statement. Basement fares with declining services to the point that it's OK to chuck luggage around like it was a soccer ball? FWIW, I average around 120k miles per year. Platinum Medallion and all that. I *expect* the airline to treat my expensive gear like they treat my luggage, so pack for it. If this guy's Taylor guitar was really so special to him, why didn't he have a proper case for it? In 20 years of flying very expensive guitars and flutes, I've only ever had one issue; a stolen flute while flying out of El Paso, TX. Stlll, I think this guy's song/video is a great way to damage United, and if it makes a vendor like United deal with him and help fix his problem, more power to him. At my company, we teach the concept of the "digital democracy." This guy certainly was able to make his voice heard. Kudos to him. My local television affiliate picked up this story and showed the video. Very cool. Quote Share this post Link to post Share on other sites
gonzalesna 0 #22 July 9, 2009 Gahhh.... stuck in my head now...And yes, skydiverbry... this does count for revenge of my "It rubs the lotion on it's skin" thread. Some people refrain from beating a dead horse. Personally, I find a myriad of entertainment value when beating it until it becomes a horse-smoothie. Quote Share this post Link to post Share on other sites
RastaRicanAir 0 #23 July 9, 2009 May be off the topic of whatever the thread is now talking about. I skimmed. But if you're foolish enough to let an already class-resentful gorilla with a crappy, back-breaking job handle the most precious symbol of your slothful p*ssy-hunting lifestyle, you're gonna get what you ask for. I'll tip all other fellow rock star wanna-bes to the same thing I tipped Gonzo to. GATE CHECK IT![/B] God-given RIGHT A: Don't ask permission. Don't ask if there's room. Don't let the sour-ass at check-in suggest that you check it. Just carry your guitar case straight into the check point (yes it WILL fit right on the roller belt), straight past the ticket agent, and straight to the end of the ramp. Then ask the flight attendant to point you to the coat closet. It'll be empty unless there's an equally savvy guitar player already on the plane. Even so, there's room in the thing for two or three standard cases. God-given right B: If it's already full, you can make them stroller check it (I.E. The F.A. will carry it down the stairs herself and put it in the cargo hold.) When you get where you're going, they'll either bring it to you, or cart it over to the lost baggage office at baggage claim. Fortunately, the $200 hardshell case I bought specifically for my first Skyfest journey only had one of its buckles broken off before I figured this out.OrFunV/LocoBoca Rodriguez/Sonic Grieco/Muff Brother #4411 -"and ladies....messin with Robbie is venturing into territory you cant even imagine!-cuz Robbie is Quote Share this post Link to post Share on other sites
Misternatural 0 #24 July 9, 2009 Taylor makes wicked nice acoustics!!...and they are EXPENSIVE. Prolly why the broken neck git box in the video looks like a fake Gibson knockoff Beware of the collateralizing and monetization of your desires. D S #3.1415 Quote Share this post Link to post Share on other sites
Bolas 5 #25 July 10, 2009 Quote Most the crazy people who are flying on airlines these days pack some of the biggest bags I have ever seen. They pack as much as they possibly can into full-sized bags so that they don't have to pay extra money to bring another bag. This is another part of the problem. Just like the war for air fares is part of the problem. Well if you want to take more than 5 oz's of stuff these days you pretty much have to check a bag. I had hookknives I wanted to take so there was no avoiding it... I traveled last weekend and since I had to check a bag and pay for it I brought more stuff that I probably would have if like in the "old days" you got a bag or two with your flight price. The problem is impression. Since we the consumers feel like the airlines are trying to nickel and dime and screw us over with fees, we try and screw back with carryon suitcase and super large check suitcases. It's a vicious cycle... Stupidity if left untreated is self-correcting If ya can't be good, look good, if that fails, make 'em laugh. Quote Share this post Link to post Share on other sites
