United Breaks Guitars — Wrong Way Crisis Management

This video is a response by Sons of Maxwell singer Dave Carroll to some incredibly poor customer service by United Airlines. After he and his band members witnessed his $3500 guitar being mishandled and broken by baggage handlers, United sent him on a nine-month wild goose chase to find the person responsible for dealing with the situation, only to deny him any compensation at all.

Treating your customers badly is a surefire way to put your company in danger of needing some crisis management. With the YouTube video already garnering nearly three million hits and appearing on news programs nationwide, I’d say United is getting the message.


Jonathan Bernstein