Smashed guitar, YouTube song — United is listening now
Here, without rhythm, harmony or rhyme, is Dave Carroll’s problem: Last year, while he was flying from Nova Scotia to Nebraska on United Airlines, somebody broke his $3,500 guitar.
Big deal, you’re thinking. Who has time to keep track of all the things United breaks? (See bottom of story for some statistics, which suggest that several other airlines are worse.)
But Carroll and his band, Sons of Maxwell, have told their tale with rhythm, harmony, rhyme, not to mention some wicked humor, and their four-minute, 37-second complaint, “United Breaks Guitars,” above, is racking up views on YouTube.
Before we tell you what United has to say about all this, here’s a quick version of Carroll’s saga, as distilled from his website. (Messages to Carroll’s home phone and e-mail address went unanswered Tuesday night.):
In spring 2008, Carroll and company headed from Halifax, Nova Scotia, to Omaha, by way of (shudder now, frequent fliers) Chicago. Just after landing at O’Hare airport, says Carroll, one of his bandmates and another passenger looked out their windows and saw baggage handlers heaving around guitars with wanton disregard.
Carroll says he complained immediately to three flight attendants, but was met with indifference. Some time after arrival in Nebraska, Carroll says, he discovered that, sure enough, the base of his 710 Taylor acoustic guitar had been smashed.
But he had gigs to play, so he found a way to do that. As Carroll acknowledges, he didn’t attempt to complain again until beginning his return flight a week later.
Over the following days, weeks and months, Carroll made many phone calls to United representatives in Chicago and (who didn’t see this coming?) India, but basically he says United did nothing for him.
Meanwhile, Carroll spent $1,200 getting the guitar repaired “to a state that it plays well but has lost much of what made it special.”
The capping blow, Carroll says, was an e-mail from a Ms. Irlweg, who denied his claim for compensation because he didn’t complain in the right place, or at the right time. The airline wouldn’t even give him $1,200 in travel vouchers, Carroll contends.
So he vowed a sort of musical revenge - not one protest song, not two, but three, with a video for each, all to be posted on the Web. Carroll says he told Ms. Irlweg all about it, but got the usual response.
The video was posted on July 6. In its first 23 hours, “United Breaks Guitars” had drawn 461 comments on YouTube, most of them maligning the airline, and one of them hearkening back to Tom Paxton and his tune of aerial guitar trouble, “Thank you, Republic Airlines.” (The viewer counter appeared to be stuck at 3,441, but the video quickly went viral, with the Consumerist showing more than 24,000 views by Tuesday night.)
Among the comments: “Revenge is a dish best served with country accompaniment.”
So what does United have to say about the song?
“This has struck a chord with us, and we’ve contacted him directly to make it right,” said Robin Urbanski, a spokeswoman for United. (Urbanski also said she “loved” the video.)
Urbanski said a phone meeting had been scheduled for Wednesday, and that before the airline decides exactly what to do for Carroll, “we need to have that conversation with him directly.”
Meanwhile, Carroll’s website says he’s written and recorded the second song, with video to follow soon. And he has all sorts of other plans for a third song, and various tactics to achieve a million Web hits, which he believes will give some sense of revenge.
In fact, he writes, “I should thank United…. If my guitar had to be smashed due to extreme negligence I’m glad it was you that did it.”
By the way: In the U.S. Department of Transportation’s tally of lost, damaged, delayed or pilfered baggage in April 2009, United ranked 10th among 19 carriers, with 13,517 “baggage reports” among 4.03 million passengers.
Update: Guitarist and United dickering, video viewers snickering
— Christopher Reynolds, Los Angeles Times staff writer
156 Comments on “Smashed guitar, YouTube song — United is listening now”
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July 8th, 2009 at 3:12 am
The songs are then guaranteed airplay on one of AIU’ specific online radio stations. Harmony
July 8th, 2009 at 5:28 am
Love it
July 8th, 2009 at 7:30 am
I thought “Fly United” was something only for acrobatic birds. LOL
Bully for Dave. Apathy among airline workers and the TSA, for that matter, are what makes me want to drive as much as possible (and I’m a travel publisher).
July 8th, 2009 at 7:36 am
If I read this right, it sounds like he didn’t have a carrying case for his guitar… He just put the guitar unprotected into the hands of the airline? HELLO! Being a musician, my violin (probably more fragile than an accoustic guitar) is in a half inch thick carrying case that protects that thing from all perils… I’ve dropped it a thousand times and it survives without a scratch (okay I may have to tune it, but that is expected) I say he’s not entitled to anything since he obviously did not understand the assumed risk of travel (items of value should be well protected while in transit). I wouldn’t just put a violin on the check-in counter and expect it to be perfectly fine on the other end.
July 8th, 2009 at 7:37 am
As a Brit who’s very fond of the U.S.A., I find it amazing that a country who prides itself (rightly so) on it’s service industry should have such terrible airline service.
The kind of treatment one gets from US airlines wouldn’t be accepted in your local McDonald’s!
I think that the TSA only makes metters worse!
July 8th, 2009 at 7:39 am
I hope the guitar was in a flight case. Otherwise, the owner was awfully naive to send his baby off to the bowels of the beast without protection.
July 8th, 2009 at 8:48 am
Thanks to the Internet, the little guy can have a big voice. I see he has over 130,000 views. I’m guessing the next video will be United Buys Guitars!
July 8th, 2009 at 9:14 am
i wouldn’t care. $3500, bah. it’s what i make in 2 days. i’d buy just a new guitar thing and get over it. big deal.
July 8th, 2009 at 9:16 am
Make it right, pay $3500 for the guitar and $5000 for the rights to his song.
July 8th, 2009 at 9:20 am
As the administrator of an open mic website, I can definitely feel for Carroll. Some guitars have a “sound” that you lose, even if it gets repaired. What United did was wrong; it’s crazy to see how much it really takes to get a company’s attention!
Keep making those videos!
July 8th, 2009 at 9:54 am
It just goes to show that, Youtube can be a powerful tool in solving some of today’s problems with businesses. :)
I just may have to do the same thing.
July 8th, 2009 at 10:05 am
I will not fly United until Dave Carroll says it is okay. Period.
July 8th, 2009 at 10:05 am
A few years ago I had the same thing happen. Except my guitar was electric, and it was stored in a form-fitting hard case.
When I arrived in Florida, this hard case had a half-dollar size whole straight through the case. How the hell did that happen?!
July 8th, 2009 at 10:06 am
It’s a sad thing when one must publicly shame a company before millions into doing the right thing. Is that the state of so-called “customer service” today? Stall, delay, deny…until it becomes untenable to do so. No wonder our economy sucks. With how many billions did we bail out United (and other airlines) after 9/11? Looks like money wasted to me.
July 8th, 2009 at 10:07 am
He should take their money and use it to fund the next 2 videos.
July 8th, 2009 at 10:08 am
Hope someone breaks all his guitars, now and in the future, to prevent him from making more ‘music’. That was horrible.
BTW-What is with the stereotypical fellows in sombreros and mustaches?
July 8th, 2009 at 10:15 am
You forgot to mention Fark.com posting the video link (which possibly caused the spike in hits.)
Since the airline industry is a major ‘money supplier’ to the media, I am surprised to see this story on the LA Times news site…
Wonder if you will put Tylenol problems on the front page? Which kills more livers? Alcohol or THE main ingredient in tylenoL?
July 8th, 2009 at 10:24 am
Be a dear and post that April 2009 report. I want to see which place southwest gets.
July 8th, 2009 at 11:01 am
Great video, Mr. Carroll!
We just had returned from Europe in June and United failed to put our baggage on our connecting flight from O’Hare to Las Vegas.
Since I had too many things to carry around in Europe as it was, I put our home keys in my suitcase.
When we got home, we had to contact a locksmith to let us in our house.
United refused to reimburse us for the $85 locksmith charge.
Needless to say, we won’t be flying United again.
Although our loss was small compared to that of Mr. Carroll, United successfully purchased another order of negative publicity for $85.
Karl Munninger
Laughlin, NV
July 8th, 2009 at 11:09 am
It’s a shame that the airline wouldn’t do anything for this guy until it had a huge PR problem on its hands.
July 8th, 2009 at 11:11 am
AWESOME! What a GREAT way to get the word out! Also I’d vote for him for the most popular single of the year!
July 8th, 2009 at 11:13 am
I want to see the second & third videos!!! United Airlines - OWNED!
July 8th, 2009 at 11:36 am
The only way that United or any other airline pays attention to lost or damaged luggage is when it hurts them in the wallet. Bad PR like this qualifies. If you can’t sing or dance, the best thing to do is complain a few times through official channels, and if there is no satisifactory response, take them to small claims court. Be sure to save all evidence, such as ticket stubs, emails, times you called customer care hotline.
July 8th, 2009 at 11:51 am
Congrats Dave Carroll! I hope United and similar airliners feel the effects of their stupid negligence and lack of honesty w/ passengers whose luggage is lost/damaged.
July 8th, 2009 at 11:59 am
Ha! Good on him.
Back in 1977(or so), I traveled via United. Their fine baggage handlers tore a hole in a nice leather suitcase, new at the time. They refused to do anything about it. — Thereafter I asked my corporate travel office to route me via anybody but United. They did a magnificent job of it. Over several thousand flights over the next 25 years I flew on United twice. — Revenge is best served cold.
July 8th, 2009 at 12:05 pm
I will never fly in United Airlines again , this companies have no consideration for peoples belongings , I had my own bad experiences with airlines …I hope they learned their lesson while they find themselves in the unemployment line . Jose
July 8th, 2009 at 12:30 pm
I flew United recently from L.A. to D.C. and got a seat whose audio plug in wasn’t functioning. When told of this, the steward mocklingly said, ” You mean, something doesn’t work on a United flight?” He then promised that I would be compensated for not being able to watch the movie, etc. Never heard from him again. Pridefull incompetence is the result of low morale. No wonder the skies are less freindly.
July 8th, 2009 at 12:32 pm
I’m tempted to believe that any consumer complaint will go farther these days with a upbeat rhythm track underneath it… and a few hundred thousand people listening.
July 8th, 2009 at 12:32 pm
Indifferent flight attendants?! Oh no! Hey they are indifferent for far more urgent things than that.
If you need to fly with a guitar you need to buy it a seat. Any musician knows that. $100 to save something that costs $3500 and has priceless value to you seems obvious to me.
July 8th, 2009 at 12:34 pm
What a childish, feckless moron. He waited a WEEK to report the problem and really expects that United (or any other company) is going to believe the story? Does this yokel realize just how many people are ALWAYS trying to scam companies out of something? The 710 Taylor acoustic is about $3,000, apparently. He is telling everyone that his $3,000 guitar was broken on the day he flew and he didn’t report that?!? I smell a weasel looking for a record contract. Shame on him.
July 8th, 2009 at 12:35 pm
@Karl - I waste no love on the airlines, but I think if you’re fool enough to put your house keys into checked baggage, that $85 locksmith charge is all yours, baby. How big is a key, anyway?
July 8th, 2009 at 12:45 pm
Frank - July 8th, 2009 — you’re a bit of an idiot, aren’t you? :) Hee hee! “What is with the stereotypical fellows in sombreros and mustaches?” — Haha! You need to get out more, methinks. Of course, that may explain your comment re: ‘horrible’. Bet your mom’s proud!
July 8th, 2009 at 12:46 pm
Loudon Wainwright III has a great song about an incident he had:
http://www.youtube.com/watch?v=gohKsPgEpHA
July 8th, 2009 at 12:46 pm
@Karl: really? United owes you $85 for that? I fly a lot and would never put my home or car keys in my check in bags, as I would do the same with my eye glasses, computer, etc.
That being said, I unfortunately expect my bags to get damaged when checked in, regardless of the airline.
July 8th, 2009 at 12:50 pm
Ilovecomputers asked about baggage trouble statistics and the other airlines. Here are some nuggets from the U.S. Department of Transportation report covering reports of lost, damaged, delayed or pilfered during April, 2009:
Among 19 major carriers, Airtran Airways had the lowest rate of complaints, 1.42 “reports” per 1,000 passengers. Hawaiian Airlines was second, Northwest was third, Jetblue fourth, Frontier fifth, US Airways sixth, Continental seventh and Southwest eighth, with 3.24 reports per 1,000 passengers.
United had 3.24 reports per 1,000 passengers, which is a little than the industry average of 3.79 for that month.
-The worst? Atlantic Southeast Airlines, with 9.17 reports per 1,000 passengers, closely trailed by American Eagle Airlines with 8.5.
The gory details:
http://airconsumer.ost.dot.gov/reports/2009/June/200906ATCR.PDF
July 8th, 2009 at 12:54 pm
I flew Delta and didn’t even have to check my guitar. They put it in the coat closed and it was perfect - I even had a soft case.
July 8th, 2009 at 1:01 pm
I had Alaska Air destroy an accordion case but they reimbursed me in jig time. The old Canadian Pacific airlines destoyed two guitars and never did pay me a dime.Watched a Abbotsford, B.C West Jet baggage handler out the porthole. He was slamming luggage onto the moving cargo belt that went into the plane with a vengance. Complained and they did nothing.
July 8th, 2009 at 1:04 pm
I flew on AirTran for the first time and have to say it was the best flight I’ve ever experienced. The stewardesses were hysterical, as was the pilot on the intercom, the flight left ON TIME and arrived ON TIME! Seats were comfy and my luggage arrived as I had packed it (i.e., not damaged and nothing missing). Have also had mostly good experiences on Southwest. HATE flying USAirways
July 8th, 2009 at 1:09 pm
G8, play it again and again!
July 8th, 2009 at 1:22 pm
Because of this I will NEVER EVER fly on United anymore.
July 8th, 2009 at 1:26 pm
Steve Carol is a fool to check an expensive guitar - what was he thinking?
YOU BUY YOUR BELOVED GUITAR A SEAT JUST LIKE YOU WOULD ANYONE ELSE IN YOUR FAMILY!!!
I’m just an actor that is a would be guitarist and cant afford as expensive a guitar as Steve Carol but I still sit right next to my guitar when I fly.
SS
July 8th, 2009 at 1:48 pm
You cannot ‘buy a seat’ for an instrument. Ask any professional musician. Those who are saying this have no idea what’s going on.
$3500 guitar is nothing. There are string players (cello, bass) with instruments that cost in the millions.
July 8th, 2009 at 1:59 pm
As the owner of a $3500 guitar (1967 Martin D28 purchased in 1970 from someone living in a trailer who was being drafted to go to Vietnam), I would never check it, but buy it a seat next to me. You also have to have a monster hard shell case. Make sure it is a blank case that doesn’t say what type of guitar is inside or it will be stolen.
July 8th, 2009 at 1:59 pm
Who checks a guitar? Who doesn’t buy extra insurance? Who doesn’t complain immediately?
July 8th, 2009 at 2:23 pm
Just to clear up a bit of misinformation above. He did complain immediately, and he had his guitar in a two layer case:
http://www.davecarrollmusic.com/story/united-breaks-guitars
Good song, great revenge.
July 8th, 2009 at 2:36 pm
united may only have been ranked 10th in lost or damaged baggage… but I will gaurantee you they are THE WORST in terms of their poor customer service and refusal to do anything about it. Lost a carry-on they made me put underneath, and had to go outside security gates during a layover just to get to their office and talk to someone. Spent the next week calling their “missing baggage number” which is not surprisingly just an answering machine telling you to describe your item and “they’ll get back to you if they find it.” Yeah right.
July 8th, 2009 at 3:04 pm
Of course it “struck a chord” with United! I hope Dave gives Robin Urbanski the same runaround he got.
The only way United (or any other airline) can “make it right” is to ensure that nothing like this happens again.
July 8th, 2009 at 3:06 pm
Christian: Nowhere in the article does it say he checked his guitar without a case. As the guy is a professional musician, it’s highly unlikely, actually just about impossible, that he would have done so. But even an instrument in the best case can be broken with enough effort.
July 8th, 2009 at 3:31 pm
It’s a shame that you have to go to that much trouble just to get a company to pay up due to its own negligence.
It’s an even bigger shame that a company is that negligent and uncaring in the first place.
July 8th, 2009 at 3:52 pm
United. We’re Not Happy Until You’re Not Happy.
July 8th, 2009 at 3:53 pm
It’s nice to see you got them were you want them.I still feel bad about your Taylor Guitar.
July 8th, 2009 at 3:58 pm
I think he should ask for 20 grand, or the songs productions will continue. : ) or an eternity of peanuts.
July 8th, 2009 at 4:12 pm
Airlines will not allow you to check instruments unless they are in a package or case.
I can fully believe it was smashed, even in a case. I once watched a baggage handler toss my luggage onto a cart and the proceed to SLAM several, very heavy bags on top. Despite everything being bundled and padded with clothing, I was greeted with a slimy mess of shampoo, conditioner and toothpaste due to the ruptured, plastic bottles.
July 8th, 2009 at 4:45 pm
I flew United from Copenhagen to Calgary via Chicago last year. The last leg of the flight from Chicago, they kept delaying 10 minutes at a time…15:50….16:00….16:10….this went on for 6 hours! After we finally boarded the plane, we sat on the tarmac for another 2 hours, because they were overbooked and had to kick somebody off and find his luggage. Upon Arrival I had missed my connecting shuttle (not to mention a full day of residency at the Banff Centre that I had to pay for) to Banff and had to sleep in hotel. United refused to reimburse me for this. Never again!
July 8th, 2009 at 5:33 pm
Great song! Rotten Airline. Wish I could sing and give my sorry tale about the poor service I received from United. I couldn’t get response from them either. Best I could do it not use them.
July 8th, 2009 at 5:47 pm
Wow.. loved the video, loved the tune! I’ll bet Dave Letterman will be calling soon..
P.S. Hope you see some hefty compensation for all your great (and enjoyable) efforts.
You make revenge fun.
July 8th, 2009 at 5:55 pm
it’s a lovely song
i hope he writes many more about the basic plights facing ordinary men and women
i hum the tune all the time :)
July 8th, 2009 at 6:21 pm
Wife & I swore off United after swearing about the lousy service, overbooking and complete indifference to our legitimate complaints. Haven’t flown United for over 7 years now. Can you say, “Bankruptcy well-deserved”.
July 8th, 2009 at 6:32 pm
Evey musician SHOULd HAVE replacemet coverage insurance on all gear.
I protect my investment for tools of the trade.
I sure paid off when I lost 16K of my gear left behind for Hurricaine Katrina.
July 8th, 2009 at 7:35 pm
First off im a ual ramp employee for the last 22yrs.Yes things do get broken very true but why not say something when it happened?? Im sure he didnt have it in a touring case which you can throw around cause thats what i have for my basses and fly with them.Maybe i should call American since i flew to cabo last year and my luggage was scratched and write some crappy song about it to get my band some free promotion….
July 8th, 2009 at 10:18 pm
Good thing for Bank of America that Mr Carroll is not a customer.
July 8th, 2009 at 10:20 pm
After one cross country flight years ago I found my guitar case in baggage claim with a huge gash in the side as if King Kong whacked it with an axe. The airline denied any wrongdoing and i became so frustrated i just let it drop. This song makes me think of the all the other people like me who had gear damaged but couldn’t stomach the endless phone calls to try and make things right. I’m glad these guys took the time to write a song. Right on.
July 8th, 2009 at 11:41 pm
I’ve had to be reimbursed from United for luggage incidents-on more than one occasion.
But, If Dave really wants a full album worth of material he should fly Frontier. NO OTHER AIRLINE compares to their bad policies, endemic systemwide customer abuse and general lack of interest in resolving customer problems.
July 9th, 2009 at 12:08 am
I used to be road manager for The Ventures (famous 60’s guitar/instrumental band -think “Hawaii Five-O”). I can tell you that according to Airline Transportation Association rules, an airline is only obligated to pay a claim on a guitar if the instrument is damaged while shipped within a genuine ATA approved case, such as an Anvil, Calzone, or Spectrum case. A standard hard shell guitar case is NOT ATA approved.
Nevertheless, this does not excuse United’s customer service abuse.
Years ago, United put the screws to me for 70,000 frequent flier miles that “expired” and then reverted to a policy of “miles that never expire” shortly thereafter. I’ve only flown them 3 times since, and now have 250,000+ miles with Delta.
Unfortunately, my United MileagePlus number is still stuck in my brain and I can’t erase it…..
July 9th, 2009 at 1:23 am
First - yes, you can buy a seat for your guitar. With a Taylor like that - especially if it’s your baby - he probably should have bought a seat.
However, it is not an unreasonable request that the baggage handlers HANDLE the baggage - not DESTROY it. His guitar comes with a very sturdy, heavy-duty case, which I am SURE he had it in. For his guitar to be damaged, they had to cause some major blunt force to that case. not just a drop or a bump, but sledgehammer-type impact.
United sucks. I’ve had my own experiences with them, as well.
I am confused on one issue, though. Why, in the video, is Dave playing a broken Gibson Hummingbird? I thought his Taylor 710 was the broken guitar. Unless it was just a prop.
also, to the douchebag who said he would just buy another guitar: you are too stupid to realize that ‘another guitar’ wouldn’t sound the same. Every guitar is different. some just resonate with a player, and are almost destined to be matched up with that player. Also, bragging about how much money you make in an anonymous post on the internet just makes you look even more stupid. Whether you can afford another guitar or not is beside the point.
July 9th, 2009 at 3:56 am
Sad tale. Great video. As of 4 a.m. PST Thursday morning it is almost at 400,000 hits, so no wonder United are paying attention. If the guitar case in the video is the real one I would say it is not a shock it was broken. My wife has heavy duty (and I mean heavy to carry and not cheap to buy too!) cases for her much travelled guitars and we haven’t lost one yet.
However when I landed in St Petersberg in 2000 I discovered they just pitch all the bags out the plane’s freight door onto the tarmac. I got a full refund on a new bag from British Air after mine was damaged by this treatment, but I had to spend my first 45 minutes on Russian soil filling out paperwork in triplicate for this to happen. If it happens to you make the stop at the luggage problem desk and document the issue on the spot while you can prove it with the evidence in hand is my advice. It sounds like the staff on the flight didn’t give out that critical piece of information.
I look forward to teh next video.
July 9th, 2009 at 5:01 am
What do you expect? These corporations get so huge that the douchebags on top pay themselves obscene amounts of money for subpar performance. Then they pay for that by cutting corners everywhere else. And they make stupid-ass decisions because they’re clueless and detached from the front lines. And then they cut corners further so they can Campaign Contribute/Bribe politicians to award them huge “subsidies” because of all the great jobs they’re creating.
It’s called Kleptocracy. Rule of the thieves.
July 9th, 2009 at 5:29 am
im sure this goes far beyond the $$ its the matter of the fact….they broke it…good luck man, as a musician who travels, good luck!!!! get em! i had a guitar broken once by an airline myself GET THEM!!!!!!
July 9th, 2009 at 5:32 am
He did complain immediately but no one would listen, and he did have it in a double case. That just goes to show how mishandled that guitar had to have been to damage it.
Loved the video even the guys in Somberos…all in good fun.
July 9th, 2009 at 5:46 am
He did complain as soon as he saw what was happening to his guitar but nobody would listen to him, and he had the guitar in a double case. That should tell you how badly mishandled his guitar must have been to break it in a double casing.
Loved the video, even the sombrero dudes….he’s poking fun will getting his point acrossed.
July 9th, 2009 at 6:21 am
I have a ‘67 Gibson ES125 that is my pride and joy. I would sooner put myself in the cargo hold of a plane (even if I were in a padded flight case) than my guitar.
July 9th, 2009 at 6:49 am
What an idiot!!! That is all I can say. If he truly saw his guitar being “mishandled” don’t you think you would check it BEFORE you left O’Hare? I would. Then to report it a WEEK later. Hmmm sounds fishy to me. So if this idiot wants to take the time to make this stupid video, maybe he should make another one called “I am an idiot who didn’t check my guitar”. I would LOVE to know if he really asked the flight attendants on that flight. What a “cop out”!
July 9th, 2009 at 6:52 am
Bob a UAL employee has been breaking luggage for 22 years and fully admits he and his UAL gorilla mates throw luggage and break things - makes me want to change all travel arrangemetns and fly United, right! With employee attitudes like this, United deserves everything they get coming to them and Bob can’t figure out what happened to his retirement.
July 9th, 2009 at 6:58 am
What the Fly attendants have to do with your guitar.
The name says it all fly attendants attend the flight not your luggage.
Grow up.
July 9th, 2009 at 7:19 am
Of course, this isn’t the first such song. Many years ago, Republic Airlines broke Tom Paxton’s guitar, and he wrote the song “Thank you, Republic Airlines”.
July 9th, 2009 at 7:27 am
Ok … for all you folks who assume that the guitar was not in a case, read this; “…The $3,500 Taylor acoustic guitar had been custom-made and was packed in a padded double case…”. This has been reported as a matter of fact. Do any of you read? Most big North American airlines are guilty of customer abuse. As a frequent flier I’m disgusted with what our air carriers have become….makes me want to drive.
July 9th, 2009 at 8:38 am
I still remember the time I picked up my friend at LAX and when we went to baggage claim to get his bag and guitar he said the airline told him his suitcase would be on the baggage conveyor but his guitar would be sent to SPECIAL HANDLING where he could pick it up.
As we waited for his bag, we heard a huge BOOM and saw his guitar case bouncing down the chute till it hit the carousel and then bounced over the edge and onto the floor. He was horrified but I admit I was laughing my a** off.
July 9th, 2009 at 8:58 am
To all the idiots blaming Carroll, do a little research.
The guitar WAS in a flight case, in fact it had s second soft nylon shell OVER that case, Carroll says he’s flown over 50 times with it, including to China and back.
OK?
July 9th, 2009 at 9:08 am
Just absolutely well done! The Band should definitely go to Nashville and pitch record labels for a recording contract if they don’t have one at present! The album would go platinum with country music fans worldwide!
July 9th, 2009 at 9:17 am
Hey Bob … so you admit that UAL employees regularly mishandle luggage! “…have it in a touring case which you can throw around…”. Your words, not mine. Freudian slip … admission of guilt?
July 9th, 2009 at 9:21 am
It is strange that there are so many people thinking that he just put the guitar in their hands without a case. First… did you watch the video you are commenting on? It was clearly a hard case that they were throwing around in the video… not a loose guitar. Second… I don’t think this guy is a complete idiot that would have handed over a nice Taylor guitar that he uses to make his living with. Third… I’m not even sure that United or any major airlines would accept a guitar that was not in a case of some sort. I do not know that for sure, but it seems like they would be assuming too much liability to accept such items.
July 9th, 2009 at 9:25 am
Thanks for the song/humor. Dave will reap the benefits in the end. Continental took my laptop on the plane, because there was no room on board. They destroyed it in freight luggage. I never saw a dime after MANY calls/complaints. I should have walked off the plane, would have been cheaper than replacing the laptop and trouble.
July 9th, 2009 at 9:26 am
So the moral of the story is that to get good customer service from United Airlines, you must make a viral youtube video. If you try the normal customer service channels, you will fail. I flew on United a few weeks ago and the experience was below average (though no broken guitars).
July 9th, 2009 at 9:54 am
BEAUTIFUL!! Someone FINALLY gets even for all the musicians that United has thrashed with endless loops of loss & damage claims that they black hole to get out of paying illegally. ALL AIRLINES SHOULD PAY ATTENTION TO THIS. Congrats Carroll, for being the little guy, and getting even!! Musicians should NOT have to cover their own items in transit while it’s in the hands of the airline!!
July 9th, 2009 at 10:00 am
pay the man for his busted guitar,ya goofy company
July 9th, 2009 at 10:14 am
Sorry about the guitar. Thanks for the heads up about United!
July 9th, 2009 at 10:29 am
You can bet, after Mr. Carroll is compensated, and the hoopla dies down, they’ll go right back to their bad, apathetic and pathetic service.
July 9th, 2009 at 10:46 am
Way to go! I have had similar experiences with airlines, but not United. America West refused to let me take my violin in the cabin on a flight from Seattle to Houston, and UPS broke a fiddle bow that was being sent to me, and refused to pay for it. Wish I had thought of this idea. Bet it gets their attention. Keep it going.
July 9th, 2009 at 11:19 am
Hey Bro!
Great song, I saw a story on the Broken Guitar this morning on Fox. I wish I had the talent to write a song about my broken surfboards from all the airlines.
Adios!
Rick
July 9th, 2009 at 11:30 am
Years ago I flew United on a PCS move the Hubby and I made to Germany with the US Army. Since we were moving our entire household my carry on was filled with the files, documents, and photos that couldn’t be replaced (pre-computer age). United lost all our bags and for nearly two weeks I didn’t have so much as a chage of underware! They didn’t seem to care, and while the offered to re-imburse me if I bought clothing, we were young kids and had no money to do this with (military, remember?). I will never forgive them for making me meet the Commander’s wife wearing sweats and without the benefit of makeup or hair product! It’s funny now but man were they ever jerks about it too! Hard to believe the treatment from a company that depends on repeat business…needless to say I never flew with them again, I would rather walk.
July 9th, 2009 at 11:35 am
We can heartily recommend Delta ourselves. We flew London to Cincinnati last October and the staff were courteous and friendly. They ASKED US if we would like to gate check the instruments (guitar and harp) when we checked in. The cabin crew actively encouraged and helped us to find space in the cabin. Musicians union cards helped :-). Musicians - fly Delta. They’re polite even by my British standards!
July 9th, 2009 at 11:53 am
Dave Carroll, & he & his brother Don Carroll, etc., A. K. A., The Sons Of Maxwell, from Halifax, Nova Scotia. Canada, are very good friends of mine, and Dave Carroll, is an awesome musician, * songwriter! Thanks, CNN for the awesome coverage!
July 9th, 2009 at 11:59 am
I sincerely hope this guy tells United Airlines it’s TOO LATE. How come corporations and celebrities always get to “correct” what they did wrong ONLY when it turns into mass public knowledge?
July 9th, 2009 at 12:23 pm
United is pretty bad and there are even worse aitlines… Time to get the good customer service back - no more India or Singapore call centers, no more charging for booze in Intl flights, give us back high quality inflight entertainment (especailly US Airways, which has none!), and stop charging us for stuff like booking flights with a person, checking luggage, headsets, etc… POWER TO THE PEOPLE!!!!
July 9th, 2009 at 12:56 pm
As most frequent travellers know all too well - United has the worst customer service of any US airline. Try talking to a wall, and you’ll get a better response than the programmed morons in India that they use. I have instructed my travel dept. to use UAL only as a last resort. That means I’ve flown UA twice in the last three years !!
Way to go, United - keep treating people like they matter.
July 9th, 2009 at 1:35 pm
I’ve heard it just once, but it’s stuck in my head, and I’ll bet more than a few others will tell the same tale about this new catchy, upbeat jingle. UAL might as well change their “Friendly Skies” slogan to “United Breaks Guitars”. I wonder how much of their advertising budget it will take to buy his silence?
July 9th, 2009 at 1:36 pm
Kudos to Joe Simpson….who waits a WEEK to complain about a guitar that one so cherishes!?!? As a bass player myself, I’ve checked my guitar (in a hard shelled case, and covered it with clothes and loosened the strings). I’ve also checked the guitar upon arrival and made sure it was ok. SHAME ON HIM for not doing the same and to wait a week to report the damage. Whose to say that he didn’t damage the guitar himself!!! He’s trying to reap from benefits that he didn’t earn….
July 9th, 2009 at 1:54 pm
I have been an off and on traveling musician for over 30 years. Airline travel has always been a little “iffy”. I’ve had promises of “special care”, but I don’t trust them. I’ve bought an extra seat (for my upright bass) and got hassled. I bought a special travel bass w/ hard case, and was only able to travel once with it. The cost is too high, the risks are too high, the airline employees don’t give the proper attention. I now own a large van. If I have to travel great distance or accross the seas, I arrange for an instrument to be there when I arrive. Sorry about the guitar, but it was bound to happen sooner or later. United should at least pretend to care, and assist with the matter.
July 9th, 2009 at 2:37 pm
First, I know this has been said already, but seriously, some people still aren’t getting it; the guitar was in a hard travel case, which itself was inside another padded case. Also, the problem was reported to a flight attendant, who directed him to the head baggage handler, who directed im to a gate attendant, all while still in Chicago. The gate attendant finally told him he must bring the issue to the crew in Omaha. When the flight got in late (suprise suprise) there was no United staff left in the terminal. P.S. Those “pre-programmed morons” in India were the only ones who were even remotely helpful. Try reading the material before you pass judgement.
July 9th, 2009 at 3:08 pm
Good song. Dave Carroll has a very good voice, & I like his creativity. Too bad noone recorded the actual events from the plane..
He rReminds me of James Tayler in the 80’s.
I do hope his career takes off from now on & he gets royalty or some sort from United for using his song.
I should have comeup with something like this 15 yrs ago for AIR CANADA, which broke my suitcase in two pieces, loosing some contents, & delivered to me with both pieces tied together by rope!
July 9th, 2009 at 4:55 pm
Ugh, United. I try VERY hard to avoid them. I was coming into the US from an international flight a few years back and the lovely Chicago handlers misplaced my luggage. They did manage to find it, however, when it was delivered to my house it was clear that it had been rifled through and the items that I had carefully packed were damaged. I had to use them last week and it was incredibly stressful because they overbooked the flight and I had to show up incredibly early just to ensure that I would have a seat. If I knew they were overbooking, I would have paid a little extra for piece of mind on a different airline! Don’t sell me a non-existent seat! Then, my 1-hour layover turned into an over 4-hour ordeal because the original flight crew was going to go into overtime (poor scheduling there) so we had to wait 3 and a half hours for another crew to arrive and then were grounded an additional hour in the hot plane due to “maintenance issues” … seriously. I avoid them at all costs.
July 9th, 2009 at 5:04 pm
Our last (and final) trip via United was a boondoggle from start in Seattle, to Chicago (where our boarding gate was changed five times) to Grand Rapids, Sioux Falls,etc. I need a wheelchair and we ordered it in advance and none were ever there. Arriving at O’Hare in a commuter that was not able to use the jetway we waited 45 minutes in the plane for the wheelchair. Pilot radioed ahead to be sure we had a wheelchair as ordered. Pilot and male flight attendant did a good job so are probably now working for a better air carried. It was tantamount to flying Aeroflot.
July 9th, 2009 at 5:10 pm
This shouldn’t have happened. This musician should have had a flight case for his gear. I cannot empathize one bit.
I’m tired of some folks shirking their personal responsibility and blaming others.
July 9th, 2009 at 5:58 pm
lets face it,United does not care one bit about this man or any of its customers. I hope they will pay him the money, it’s the right thing to do. Good Luck and NEVER fly United. I loved the video.
July 9th, 2009 at 6:13 pm
Dave W is right: you get treated better in a McDonalds. And only marginally better during a police stop. America’s ‘warrior mentality’ has spilt over into the commercial sector…God help us. And let’s see if United’s stock drops any further…
July 9th, 2009 at 6:14 pm
Dave W is right: you get treated better in a McDonalds. And only marginally better during a police stop. America’s ‘warrior mentality’ has spilt over into the commercial sector…God help us. And let’s see if United’s stock drops any further…
July 9th, 2009 at 6:18 pm
As someone who has flown to Omaha through Chicago (United)this doesn’t surprise me. On this route, you have a 50% chance of getting your luggage at the claim.
July 9th, 2009 at 6:32 pm
DONT try Air Canada ! Flew from Singapore to Toronto via Vacouver two years ago. The breakfast in mid Pacific was rice floating in water; it was labelled as porridge. When I asked the flight attendant to take it away because it looked so obnoxious she was surprised and told me ` The Chiness love it’ ; I am a white anglo saxon ! ` No there are no other breakfasts ! Vancouver to Toronto, no in flight meals; you may purchase a stale bun. Overall the only things worse than the food were the flight attendants !
July 9th, 2009 at 8:25 pm
Love it!
Everyone should do this!!!
In order for free markets to occur, it is up to the consumer to demand quality service. Otherwise, we will get crap service.
United busted my bike. It was in a bike box nicely packed away. Took me half a day to carefully pack it all up. When I got it home, it was a mess of confusion inside the bike box. Seems as though someone opened it up. In doing so they just chucked everything back in. Hence, my bike frame was dented and parts were broken as a result. Called and wrote to united. No reply at all…
Poor customer service they do have.
We need more competition in the airline industry. And, more consumers that step up demanding quality care!!! Not crap care… or don’t give a damn care.
America, we let a lot of crap roll off our place.
The good die young and the crap survives.
We need to turn the tables on that.
July 9th, 2009 at 8:26 pm
Love it!!!!
Everyone should do this!!!
In order for free markets to occur, it is up to the consumer to demand quality service. Otherwise, we will get crap service.
United busted my bike. It was in a bike box nicely packed away. Took me half a day to carefully pack it all up. When I got it home, it was a mess of confusion inside the bike box. Seems as though someone opened it up. In doing so they just chucked everything back in. Hence, my bike frame was dented and parts were broken as a result. Called and wrote to united. No reply at all…
Poor customer service they do have.
We need more competition in the airline industry. And, more consumers that step up demanding quality care!!! Not crap care… or don’t give a damn care.
America, we let a lot of crap roll off our place.
The good die young and the crap survives.
We need to turn the tables on that.
July 10th, 2009 at 8:55 am
To the people who think he sent his guitar on a plane unprotected please read the entire story on his website. He clearly states ” I should have taken my hard case out of the padded protective exterior case to examine the guitar at the airport but I didn’t.”
He had it properly protected.
July 10th, 2009 at 12:04 pm
The millions that United paid for the “Rhapsody in Blue” ad campaign has just been flushed down the drain for the cost of a $3500 guitar.
It’s not just UAL. Good customer service is dead in America. From Airlines to Zoo’s finding good service is damn near impossible.
Corporate indifference is rampant and we suffer at the hands of greed and incompetence at every level. It may be at a place it can never be fixed.
July 10th, 2009 at 12:23 pm
It’s about time somebody stood up to those arrogant bullies who take our pristine personal property with the assurance of safe conduct that they give for our bodies and minds, and then lose, damage or steal whatever suits their fancies. And this occurs on every airline as if it were part of the expected service being rendered. All we want is what they also want, and are guaranteed by law: to be treated with respect, and when accidents happen, as we all know they will, to be properly compensated for our trouble or loss.
July 10th, 2009 at 12:56 pm
Hats off to D. Carroll, for originality. Regardless of the name of the “take your money and run” company, it does my heart good to see one of them getting such an original reprecusionary slap, and to the magnitude where Service desk folk will be getting little warning flags for their phones…”Beware. How you handle this call could be made known world-wide, on U-Tube!
July 10th, 2009 at 3:33 pm
Anyone who says you can’t buy a seat for your guitar on a plane doesn’t know what they are talking about. I had to fly my Ribbecke back from a NAMM show and you better believe I bought a seat for it. The ticket read Ribbecke Guitar. It just didn’t get a meal, that’s all. I did fasten the seatbelt around it.
July 10th, 2009 at 4:07 pm
To the person who said that the government bailed out UAL and other carriers you should check that resource again. I am a former employee and we didn’t get bail out money after 9/11 or any other time. That is why you are getting crappy service- Airlines can’t keep up with the money they lost during 9/11 and then the fuel and then now this recession. Do you see any airline begging for money?
July 10th, 2009 at 4:52 pm
What this ground maintenance did to your personal belongings was awful and the employees should be held accountable.I wonder how they would react if they saw their own belonging handled that way. I enjoyed your song concerning this incident.
July 10th, 2009 at 4:57 pm
As a flight attendant with United Airlines for 36 years, I apologize for any of my colleagues who showed indifference to the mishandling of your guitar. I can assure you that United is paying attention to your video. All employees were sent a company email today with United’s own “spin” on your dilemma. I enjoyed your very clever video and I appreciate the humor and effort you put into making your complaint heard. You may not realize this, but most flight attendants relate more to the passengers than we do to the management at United Airlines. Sadly, the United Airlines skies are no longer friendly to the customers and they are downright cruel to their lower level employees. I sympathize and humbly apologize.
July 10th, 2009 at 7:01 pm
kind of interesting though - United, or UAL has NEVER flown out of or into Halifax Nova Scotia, from Chicago or ANY 0THER destination… check it out yourself - they just never ever have. A bad case of UAL getting blamed for ‘United Express’ mishap?… ALL airlines suck - UAL, AAL, DAL USAir, SWA, and beleive it or not, Air Canada too…
July 10th, 2009 at 9:46 pm
Know United is bad news, poor efficiency, old planes, bad or at best marginal attitdues staff - have been avoiding it with all might. Been a Continental frequent flier and am not very keen on Conti’s joining Star Alliance, because it means more chance to take United, or US Airways which is just bad if not worse. Airlines in the US need some serious service overhaul.
July 10th, 2009 at 10:25 pm
you guys are the best
July 11th, 2009 at 12:18 am
Too all the morons who keep saying it was not in a hard case so it’s his fault, your idiots. It shows right in the video the workers tossing the cases around the tarmac. Airlines will not check items unless they are in luggage or case for flight.
July 11th, 2009 at 4:09 am
I have never had a problem with United but Delta Lost a “73″ Les Paul of mine about twenty years ago gave me $500.00 and said take it or leave it. Now when I fly to Dallas (I would rather take a car) to do rehearsal sessions or to play a gig I carry my beloved “60″ Les Paul on board. If it can’t go I don’t go. This song should be played on every flight during the pre-departure crap the flight attendants give that no-one listens to. GREAT song!
Les Dale (The Green Fuz)
July 11th, 2009 at 7:34 am
I’m as United pilot and a guitar lover/player. It is embarassing when something like this happens, because I go out of my way to protect my passengers instruments. I hope the baggage handler who did this gets fired, although United says they denied his claim because he waited almost a month to complain. If that’s true, I don’t wonder that they were suspicious. I travel alot, and can say that United is not alone in being rough on cargo. I’ve had bags damaged/destroyed on almost every airline out there. I have also had a headstock snapped clean off a Gibson Explorer by Fedex (it was so well packed that they must have dropped it from a great height straight down on it’s neck) and a strat with chunks of paint knocked out of the body by a UPS driver or sorter who shot about 100 bb’s into the box.
July 11th, 2009 at 3:38 pm
Dave’s video has now received over 2.1 million hits. As he is not seeking compensation (gave up on that last year) he told United to donate any compensation that wanted to give him to charity. They are donating $3000.00 to a music school. It seems United didn’t have a good rep before this, I read an article where a former employee was recently awarded $3 million in compensation in a discrimination suit against them and that this week the US Transportation folks fined them $80,000.00 for not telling people that their flights were coded (not sure what that means)or something like that. Judging by the comments on YouTube it has lost ALOT of customers. Not a good week for United Airlines …
July 11th, 2009 at 9:08 pm
Not only does United break guitars; Northwest breaks mountain dulcimers: http://www.youtube.com/watch?v=x50pJe_QvQQ
July 12th, 2009 at 10:28 am
@Christian…HELLO, you ARE reading this wrong. The statement issued by Dave Carrol makes it clear that the guitar was in a hard shell case, with an soft vinyl outer layer. He was chastised by United for not removing the hard shell from the vinyl covering to inspect it for damage. Sons Of Maxwell have been a touring band for over a decade, and as a member of the local that handles load in and load outs for various acts, I have worked with them before and can attest to the quality of their equipment. One wonders if you really are a professional musician, considering the fact that you obviously don’t have the ability to read an entire statement before passing judgment on it.
July 12th, 2009 at 10:31 am
@Christian, HELLO you ARE reading it wrong, and are confusing matters by your disinformation. You sure you’re not a sympathetic United employee? Dave Carrol makes it clear in his statement that the guitar was in a hard shell case, stored inside a vinyl out covering - standard issue these days for most acoustics.
July 12th, 2009 at 6:37 pm
Leo Kottke has lot a lot of guitars, and at one time tried a carbon fiber version. Airlines couldn’t break it, but he didn’t like the sound. He now has a signature Taylor Kottke, but they are still 3k to 5k to buy.
Jim
July 12th, 2009 at 8:18 pm
I loved it!! what a great way to get them to listen and do what they should have done from the start. Customer service in many places has went way down over the last few years. I will pass this to everyone I know that travels.
July 12th, 2009 at 9:24 pm
Most airlines have luggage loss or damage disclaimers and have caps on compensation or reimbursement. The fact that there were witnesses to the unprofessional and dangerous handling of obviously fragile or delicate objects is the real key here. The compensation should be taken directly out of the paychecks of the handlers who caused this whole stink to begin with. Customers of airlines should not expect their belongings to be handled like bales of hay or bowling balls. And we as consumers should not accept anything less that to receive our luggage in exactly the same shape we gave it to the airline. What’s up with you people who say Dave and we all should expect less? I guess you think we should be thankful the pilots aren’t hitting the bars just before take off but if they do we should accept it as part of the risk of flying? Holy cow. Go get’em Dave. Let’s have an airlines broke my guitar stock- stock in Halifax. Count me in. I’ll drive.
July 13th, 2009 at 7:05 am
Brilliant! What a great way to get the attention of fat and bloated corporate bureaucrats! United blew it big time -
The old adage that says “If someone likes your business they will tell a friend, but if someone hates your business they will tell 10 friends” has been busted by YouTube.
A million people knowing your track record is NOT a good PR campaign…
Replace his guitar United, or it will only get worse…
July 13th, 2009 at 10:45 am
Wow! What a great way to get the word out. I won’t be flying United. I bet they lose more money than it takes to BUY thousands of Taylor guitars just in lost business. And isn’t it funny that ONLY after the word goes public that United decided to make it right? In other words, United only takes action when they think THEY will be the ones getting hurt. They don’t care about the passenger. This publicity is hurting them.
July 15th, 2009 at 11:39 am
Someone with one of the major airlines (I think it was Delta) or TSA stole my sister’s new laptop from her checked bag when I was taking a trip with her to visit our dying father. It had a report on it that she needed to send her teacher. I called the airline multiple times, telling the story and leaving messages, and tried to file a claim for her, and despite being transferred told my claim would be processed, nobody ever “got back” to me like they promised. I was pretty much told “oh well.” All the airlines are awful when it comes to customer service! I can’t help but wonder if they’re “too big to fail” too.
July 16th, 2009 at 9:43 am
Broken hearts, and broken Guitars are the dream of country music fans, this was his lucky break.
July 18th, 2009 at 11:17 pm
LOL.. yeas ago United literally BEND my professional tripod, each leg was 2 inches in diameter and were bent maybe 5 degrees.. they refused any compensation because the tripod was in a “soft” carry case with only 1 inch of foam padding.
I asked if they were not even a little curious what in their system would be able to bend 3 metal pipes in the first place. They were not concerned. In the years since then, American have not managed to destroy a single tripod of mine.
Photographers probably do well staying away from united.
July 19th, 2009 at 6:44 pm
I also will not fly United Airlines until Dave says its OK thank you Dave. You are the man.
July 22nd, 2009 at 6:09 pm
I read the “guitar” incident/United Airlines and although I feel for the baggage handlers (who seem to get all the flack), I also feel for Dave, whose guitar is his livelihood.
Whether or not Dave is a good musician is really irrelavent….
I have travelled pretty extensively and in the past 4 years have lost two sets of golf clubs, and a bag of clothing. It seems no matter how many enquiries I make by phone, e-mail, whatever, I NEVER hear back from anyone, and nobody seems to feel responsible. So, I guess it’s just Karma or whatever. Unfortunately not all of us travel to places that can be reached by car to alleviate this dilemma.
July 23rd, 2009 at 12:21 am
The 710 Taylor is decent enough, but over priced.
July 23rd, 2009 at 1:25 am
they do the same with golf clubs!
July 23rd, 2009 at 7:06 am
nice one dave i new nothing of this untill i saw it on the news
today 20/9/09.love your music,wached your vidio i could not stop laughing
July 23rd, 2009 at 12:38 pm
It really is too bad that so much time and talent had to be used to get someone to correct something gone wrong at their business.
Steve, I hope a top producer sees this video and you get a giant recording contract out of this. Then, you can jet around in your own private plane. Of course, after calling United to make flight reservations, then saying at the end, “oh, never mind, I forgot. Your company’s stupidity rocketed me to stardom and I have my own plane with real baggage handlers!”
Customer service always comes first in my company!
July 23rd, 2009 at 5:10 pm
LOL! Great song.
On the plus side, Dave got his own back (plus a hit song) and United got a swift kick up the bum, so hopefully they’ll improve.
BTW, just remember, bags aren’t exclusively dealt with by the airlines, the airports themselves have their own people. In this case though, it’s definitely the airline.
July 25th, 2009 at 11:35 pm
What is particularly distressing is now you have to pay extra for the luggage the airlines are going to destroy. I went to a conference in Atlanta via United Airlines from Kuwait. I left my textbook on the plane. (my textbook was forgotten when I assisted a mother with three small children since none of the United employees offered assistance). I realized I left my textbook immediately and went to the United service counter at Dulles. The customer service representative advised me to call the 1-800 number and they would be able to route the textbook to me. I had to catch my connecting flight to Atlanta, so I called upon arrival to my hotel. United’s 1-800 service representative asked if I completed a form, I stated the customer service representative at Dulles did not ask me to fill out a form. I was then told I needed to contact Dulles’ lost and found direct. I called Dulles’ lost and found who promptly told me they do not handle articles left on a plane to contact the carrier. I think you can begin to see the circular situation I was in.
I have sent two emails to United’s customer service email and have not received a reply. The first was on June 7, 2009 and I resent it on July 7, 2009. I say kudos to the Sons of Maxwell. I hope United suffers they way they make their passengers suffer.
July 27th, 2009 at 8:38 am
As a singer/songwriter/guitarist myself, I had to both chuckle and sigh at this video. It’s pretty much every traveling guitarist’s nightmare. Too bad United (and other airlines) are insensitive to the very real need to be gentle with musical instuments. That guitar wasn’t just a toy or a source of amusement, it was an integal part of Dave Carrol’s livelihood. Sadly Greyhound (my transportation of choice) isn’t always respectful with instruments, either.
July 27th, 2009 at 10:05 am
8 years ago my Taylor Guitar was destroyed by baggage handlers. They have a brutal job I actually worked as one for 24 hours before I quit. Being an inventor type person I set out to find a solution to this problem. I came up with this idea. The Airlines should supply a protective case that they can rent to guitar players or any musician for that matter for $20-$40 per flight. Tens of thousands of professional and armature players travel every day and the airlines would solve a huge problem that will never go away damaged instruments. After 3 years searching for a solution and not wanting to spend the $750 and up for the flight cases that were available to protect my guitar I found a solution to the problem. I invented the CaseXtreme guitar case. I named it the Clam. I tried to contact all the airlines to pitch my idea too but just couldn’t find the right person. All I got were recording machines and phone bank operators who didn’t know who to contact. Here is a link to my video of me tossing it off the roof onto the pavement and hitting it with a hammer trying to break the Brazilin rose wood guitar inside the case. The results are always the same no broken guitar inside. http://www.casextreme.com Yes this is self promotion but I have a cure for a problem that needs to see the light of day. Airlines could rent these from me and make their money back on the very first customer.
July 27th, 2009 at 10:52 am
Loved the video, loved the song… Can I buy it?
July 30th, 2009 at 11:23 am
United doesn’t fly or EVER flew in between Halifax and Chicago. Unite also does not fly from Chicago and any town or city in Nebraska. Shuttle America does. United also does not hire, pay, train or has the power to fire any emplyoee of Shuttle America. They were the ones that broke the guitar. (And why was the guitar travelling has cargo anyway? Too cheap to buy a seat for it? That’s what people who care for their instruments do. All the time!)
However, United is guilty of allowing Shuttle America to use the name United Express.
August 1st, 2009 at 6:32 pm
Love it!!!.. Took someone from the maritimes to make United act. Can you imagine the atmosphere when the video was played to their board members !!! Would have loved to be a fly on the wall when they discussed your issue.. Also for the people who say you should have booked a seat for you guitar.. get a life.. we expect that luggage handlers will respect our luggage.. I wonder what thay do to pets?.. hmmm
August 4th, 2009 at 5:09 pm
This is awsome, and since the Respondent is a firman here in Waverly N.S.I have been watching the next one being made…keep the big guys guessing and take them to task!
August 20th, 2009 at 8:49 am
Just love this song to bits - it is so funny - thanks Dave
August 29th, 2009 at 5:37 pm
First, he was wrong all the way.But his being wrong-because he does have rights-doesn’t make United right-NO WAY!My problem is no one understands the Mexicans.What’s wrong with you?Frank & others: The music has a mariachi style to it at times -that’s when the Mexicans show up and they do their part of the mariachi music thing.Get real!
September 4th, 2009 at 5:20 pm
It nice to see that one person can make a hudge company like Unite sit up and listen,most of us can not do this. Keep up the good work and music. Rob.
October 30th, 2009 at 11:00 am
YOU SURE SHOWED THEM !!!
October 31st, 2009 at 6:03 am
Great song, I hope they listen now.
November 18th, 2009 at 2:55 pm
I also had a problem with United Airlines a couple of years ago. I wrote them letters (as they told me to do) but to no avail…I can see I should have done a singing video; love yours!