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Brand Integrity Blog » United Airlines Breaks Guitars: "My God, They're Throwing Guitars Out There"
8 Comments- Add comment | Back to Brand Integrity Home Written on 16-Jul-2009 by russell.volckmannI make a lot of noise about several industries in dire need of sweeping rebrands from inside out, especially the airline industry. Here's still another touchpoint that demonstrates that need:
Musician Dave Carroll & band (Sons of Maxwell) sit on a United Airlines flight waiting for takeoff, as a fellow passenger looks out the window and exclaims, “My God, they’re throwing guitars out there.” Just then, fellow musician Mike looks out and sees his bass recklessly heaved on the tarmac, and Carroll’s $3500 Taylor guitar is DOA at the flight's destination.
Nine months of buck passing later, United Airlines ultimately refuses to pay the $1200 repair bill. Dave Carroll then vows to write three songs, and post them on YouTube to memorialize the United experience. Read Dave's entire saga here. Dave Carroll's first song is below.
As a fellow musician (albeit part-time) & traveler I can identify with this kind of pain. Dave Carroll eventually comes to the conclusion: "The system is designed to frustrate affected customers into giving up their claims and United is very good at it."
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written on 17-Jul-2009
julio.ferro says:
Here's a huge opportunity to develop Anvil cases made of graphene!
written on 17-Jul-2009
Shashank Nigam [http://simpliflying.com] says:
I thought you might enjoy my perspective on Dave Carroll (Youtube celeb) as United Airlines new CMO - http://bit.ly/iBPdO
Why do I call Dave the new CMO of the airline? Simply, because he has more power to communicate something about United’s brand experience than anyone in their corporate offices. And people relate to his experience much more than the airline’s advertisements featuring sea creatures.__45__(@16x16C).jpg)
written on 17-Jul-2009
russell.volckmann says:
Thanks for the comments guys...
Julio... LOL!
Shashank, I really appreciate what you are trying to do for the airline industry in terms of customer engagement and branding. A couple of questions... (1) How successful can you and I hope to be in reaching the retail carriers, and (2) What have been your biggest challenges?written on 17-Jul-2009
julio.ferro says:
Shashank, I've just discovered your incredible blog/site!! It's grrreat!
I've been directing some branding projects for LAN and Avianca and I love airline branding as well.written on 17-Jul-2009
russell.volckmann says:
Shashank's passion and focus is really inspiring isn't it?
Love to hear more about what you're doing Julio, anytime you want to share.
Cheers!written on 17-Jul-2009
julio.ferro says:
Actually working on two funky pitches. One related to the mate (you know, that wild drink that we use to drink here in the south) experience and the other is about a tv reality show.
Hope to get them both!!!__37__(@16x16C).jpg)
written on 17-Jul-2009
cristian.saracco says:
It looks like UA is "oficially" co-responsible of this disaster (the people who is dealing with our bags, guitars.... use to be third parties)... And I say co-responsible because for us as passengers, doesn't matter who is dealing with our things... We bought a ticket to UA!
This stress the point that brading efforts should be built along the "people journey", meaning, all the touching points in what we (and our belongings) are in contact with a company!written on 19-Jul-2009
russell.volckmann says:
Julio... good luck with that!... you mean "maté", like "maté de coca" in Peru/ Bolivia?
What about the LAN & Avianca projects? Sounds great!
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