Musician Dave Carroll and his band were flying from Halifax
to Omaha, to play a show in 2008. The band was getting ready to change planes in
Chicago when they noticed United baggage handlers tossing luggage, including
their very expensive guitars. When they arrived in Nebraska, sure enough, Dave’s
$3,500 Taylor guitar was badly damaged. After nine months of wrangling with United’s
customer service, their response was, “Hun, you signed the waiver.” Dave thought, “If I were a lawyer, I’d sue.” Instead,
he created a song and a music video. He reached out to friends in the music
business for help, and found virtually every musician who travels had similar experiences. “United Breaks Guitars” very quickly went viral.
United stock plummeted. The airline was forced to offer Dave compensation for
his guitar. Dave still flies United. He says, “Keep your friends close and your
enemies closer.”
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