The band went on tour in the USA and Canada, the band members were flying from their hometown of Halifax, Canada, to Ne
Posted: Wed Apr 27, 2022 1:49 pm
The band went on tour in the USA and Canada, the band members were flying from their hometown of Halifax, Canada, to Nebraska.
During a connection in Chicago, Carroll noticed some very rough handling of luggage by United Airlines baggage handlers, including Dave’s $3,500 Taylor guitar. When Carroll complained to the cabin crew, he was told that he should speak to the lead agent at the gate.
Carroll did so, but was told that he should send his complaint to his destination airport. However, on arriving at Omaha airport, he could find no ground staff as it was after midnight.
On returning to the airport in Omaha for his return flight, he spoke with a United agent who advised him that he would need to lodge a claim at his originating airport in Halifax. Once back in Halifax, he was told he would have to phone a call centre based in India. After several calls he was told to take his guitar 1,200 miles to Chicago Airport for inspection.
Finally, Dave received an e-mail from United Airlines, apologizing for the damage to his guitar, but rejecting his claim for $1,200 damage because the claim had not been officially submitted within 24 hours of the flight
As a result, Carrol decided to write songs and produce a video about United Airline and posting it on YouTube. He produced the video and the story was picked up by consumer websites, newspapers and television channels. In less than 24 hours the video had received 24,000 views. July 2009, the number of views was up to 4.6 million.
It was widely reported that within 4 weeks of the video being posted online, United Airlines' stock price fell 10%, costing stockholders about $180 million in value.
What United Airlines should do to improve their customer services?
During a connection in Chicago, Carroll noticed some very rough handling of luggage by United Airlines baggage handlers, including Dave’s $3,500 Taylor guitar. When Carroll complained to the cabin crew, he was told that he should speak to the lead agent at the gate.
Carroll did so, but was told that he should send his complaint to his destination airport. However, on arriving at Omaha airport, he could find no ground staff as it was after midnight.
On returning to the airport in Omaha for his return flight, he spoke with a United agent who advised him that he would need to lodge a claim at his originating airport in Halifax. Once back in Halifax, he was told he would have to phone a call centre based in India. After several calls he was told to take his guitar 1,200 miles to Chicago Airport for inspection.
Finally, Dave received an e-mail from United Airlines, apologizing for the damage to his guitar, but rejecting his claim for $1,200 damage because the claim had not been officially submitted within 24 hours of the flight
As a result, Carrol decided to write songs and produce a video about United Airline and posting it on YouTube. He produced the video and the story was picked up by consumer websites, newspapers and television channels. In less than 24 hours the video had received 24,000 views. July 2009, the number of views was up to 4.6 million.
It was widely reported that within 4 weeks of the video being posted online, United Airlines' stock price fell 10%, costing stockholders about $180 million in value.
What United Airlines should do to improve their customer services?