Tough Customers: A Tale of United Airlines
Jena McGregor at Business Week looks at customer vigilantes:
Still, this has to be one of the most professionally produced acts of consumer vigilantism I’ve seen. Musician Dave Carroll, fed up by United Airlines’ response to his broken guitar, produced a four minute video about his experience. I’m not sure how much this will damage United’s reputation for baggage handling—most airlines don’t have much of an image in this department—but it certainly can’t help it, either.
Click to her post and watch the 4 minute video by Dave Carroll. It is extremely well-done.