United Airlines Loses Bag, Finds Branding Opportunity

Sometimes a brand just can't catch a break, unless the break in question is one that it causes to one of its customer's goods. Such is the sad case with United Airlines.

When Dave Carroll was refused payment of $1,200 by United for his guitar, which turned up broken after a flight, the Canadian musician write a song, with an accompanying video, called "United Breaks Guitars." To date, nearly 6 million have watched it. The song led to Carroll becoming a speaker (i.e. stunt act) at customer service seminars. It was just such a customer service seminar that Carroll was on his way to when United lost his bag. For three days.Continue reading...