Musician Continues to Teach United Airlines a Reputation Management Lesson

Written on August 18, 2009 by admin

It seems Dave Carroll is not done teaching United Airlines a lesson or two on the consequences of poor customer service. As a follow-up to his viral hit United Breaks Guitars, Carroll has released a new video:

Really, the damage was done with the posting of the first video and United has learned enough from this lesson. As United Airlines’ Barbara Higgins told Christopher Elliott:

We understand the power of social media and the implications it has on our reputation, and realize it has a role in our communicating to our guests and the public at large. We also put the highest priority on making things right directly with our customer in the most helpful, meaningful and immediate manner, and most often that means picking up the phone and calling them, rather than using social media to talk to everyone about one person’s personal travel experience. So, like most things, it’s a combination of ways to connect to our guests.

The follow-up doesn’t teach us, or United, any new lessons, but obviously Carroll’s not going to give up his 15-minutes of fame so quickly.

(Hat-tip @GoVisitHawaii)