[PHXFlyer]

Are your telephone calls being routed to India only to have an sub-contracted employee read you the same script over and over. Have your e-mails been replied to with nothing more than an automated response? Are your letters being ignored or not getting the results you expected? Here's a new approach. Try writing a song and record a music video!

Here's the back story from singer/songwriter Dave Carroll of the group Sons of Maxwell:

In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didn't deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss. So I promised the last person to finally say no to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United: Song 1 is the first of those songs. United: Song 2 has been written and video production is underway. United: Song 3 is coming. I promise. Follow me at http://twitter.com/DaveCarroll

[PHXFlyer]

See the video on YouTube here!

[Gromit801]

Excellent. That should get forwarded to CNN, they love that stuff.

[PHXFlyer]

It was already on many major TV news outlets. Here's how United has responded on Twitter:

This has struck a chord w/ us and we've contacted him directly to make it right.

It (the video) is excellent and that is why we would like to use it for training purposes so everyone receives better service from us.

Wud like Dave 2 sing a happy tune—as asked we gave 3K to Thelonius Monk Institute of Jazz 4 music education 4 kids. Can’t wait 2 make music w/Dave 2 improve service 4 all.

[Butch Cassidy Slept Here]

First, I'd be interested to hear Jetliner's take on the video. Specifically, is United ("UA") a victim of a big bad customer in this instance??

I hope Mr. Carroll seriously gives thought to the idea of sending guitars, amplifiers, etc. ahead by UPS, and using the facilities of a UPS Store to package these items on his next trip. Over the years I've seen what appeared to be flimsy guitar cases on the baggage carousel and I've wondered how they can reach their destination in one piece.

If Mr. Carroll is smart he'll insist on a cash payment and tell UA to keep their worthless vouchers or upgrade certificates. If, in his efforts to get paid, Mr. Carroll had to deal with staff in India his outrage is even more understandable.

I can't say I would have had the guts to use faux Mexicans what with the danger of racial insensitivity accusations. However, since this is a "Tex-Mex" piece, I guess it was unavoidable. As a fan of modern country western music the video struck a good chord with me.

[PHXFlyer]

Originally Posted by Butch Cassidy Slept Here

If Mr. Carroll is smart he'll insist on a cash payment and tell UA to keep their worthless vouchers or upgrade certificates. If, in his efforts to get paid, Mr. Carroll had to deal with staff in India his outrage is even more understandable.

Originally Posted by United Airlines (via Twitter)

...as asked we gave 3K to Thelonius Monk Institute of Jazz 4 music education 4 kids. Can’t wait 2 make music w/Dave 2 improve service 4 all.

He asked that instead of settling directly with him UA make a contribution to the Thelonius Monk Institute of Jazz. Proves he wasn't just out for the $$. Now that's what I call a class act!

[Etihad Representative]

Excellent! I love it!!

[smurman]

I wonder if Mr. Carroll would write a song for me and my experience so I can get justice?