Comments on: Broken guitars and viral videos don’t improve an airline’s customer service

By: Jennifer

Jennifer — Sat, 05 Dec 2009 17:56:31 +0000

I just flew United from Chicago to STL yesterday and watched them launch my bag about 10 feet into the luggage cart – pretty happy I removed the one thing I was worried about possibly being damaged. The bag was originally a carry-on bag, but this was a VERY small regional jet and we were required to gate-check the bags. I would have carried this bag rather than check it, but given the plane type I had no choice. So does the airline bear any additional responsibility for belongings I would not have checked otherwise if they require me to gate-check a bag because their equipment will not accommodate the two carry-on bags I’m allowed? Bottom line, it looks like the United baggage handlers in Chicago learned nothing after destroying the guitar. And United doesn’t seem the least bit concerned.

By: JP

JP — Fri, 10 Jul 2009 20:35:31 +0000

Give me a break Sheila. The primary issue is not that the photos were in the suitcase and were ruined. It is the fact that when she received her bag back from the airline it was soaking wet. If she had a piece of clothing that was red and bled into other clothes thereby ruining them would you also have a problem? What if an electric razor, or hair straightener were in the bag and was ruined due to the moisture? If the bag was not soaked through, her pictures would not have been ruined. From her question to Chris, she was able to get reprints made and was simply looking to be reimbursed for such prints. She either kept her film or digital cards with her which allowed her to get reprints made. So what if she packed her pictures in her checked luggage – the pictures should have arrived dry. Now, if the pictures arrived creased because of where they were packed in her luggage, she would have no argument.

I’m sure Ms. Temple appreciates the insult Sheila – you must be a perfect traveler.

By: Sheila Horowitz

Sheila Horowitz — Fri, 10 Jul 2009 01:55:21 +0000

Miss Temple, were you born yesterday? Pictures & souvenirs should be carried in a carry on or purse. Would you put your medications in your checked luggage?

By: Nomadic Matt

Nomadic Matt — Thu, 09 Jul 2009 19:22:12 +0000

what’s amazing is that nothing would have happened if the video didn’t occur showing that United doesn’t want to help customers, they just want to minimize damage but in doing so really showed they still don’t care about people….if that makes sense

By: Robb Gordon

Robb Gordon — Thu, 09 Jul 2009 17:41:20 +0000

Years ago, Tom Paxton recorded a song “Thank You Ropublic Airlines, for Breaking the Neck of My Guitar”.

By: Chicky

Chicky — Thu, 09 Jul 2009 16:29:47 +0000

I know of an incident where a member of a country band opened his guitar case the afternoon before a show, only to find the head broken off the neck. The instrument was in a hard-sided case (not a gig bag) with thick, plush lining. I cannot even begin to imagine how the baggage handlers or whomever, managed to break the head clean off. I didn’t ask him directly about it–he was pretty upset, obviously. His bandmate told me about it. Fortunately, the instrument could be repaired, but the band had to do some guitar juggling at the show, which was a major inconvenience for everyone. The airline was a legacy carrier, but I don’t remember which one.

By: Travel Stories and News for 7/9/2009 — Kathika Travel Website

Travel Stories and News for 7/9/2009 — Kathika Travel Website — Thu, 09 Jul 2009 15:02:06 +0000

[...] Broken guitars and viral videos don’t improve an airline’s customer service Seen the hilarious new music video “United Breaks Guitars” yet? United Airlines has done a mea culpa on the luggage-vaulting incident, and even asked the Canadian country music group Sons of Maxwell for permission to use the clip as a training video. The song “struck a chord with us” an airline spokeswoman said. [...]

By: Carole Terwilliger Meyers

Carole Terwilliger Meyers — Thu, 09 Jul 2009 14:53:30 +0000

This well-done music video almost lightens the problem. Unfortunately, United isn’t the only guilty airline. Ever since the TSA cut off my special TSA lock (and the two little pull flaps along with it), I’m always surprised when my suitcase shows up intact and filled with what I packed.

By: Scott McMurren

Scott McMurren — Thu, 09 Jul 2009 14:30:16 +0000

I love it. Carroll’s plight “strikes a chord” with UA. I’ll bet it does. Airlines, like the government, eventually will do the right thing…after they’ve exhausted all other possibilities.
I, too, have had the opportunity to intercede with airlines when travelers simply have reached their wits’ end.
Airlines as a group are hit with every type of complaint: “My ticket is too much.” “My seat is too small.” “I sat next to Fatso.” It’s a natural response to blow off travelers when they (airline personnel) are buffeted on every front with evidence of the small indignities of mass transportation.
But airlines must do better to rectify their indifference. And videos like this will help–while bringing a welcome respite from the never-ending head-banging it apparently takes to get the attention of our friends in “Customer No Service”. ACK.

By: Bruce InCharlotte

Bruce InCharlotte — Thu, 09 Jul 2009 13:47:16 +0000

Some items simply won’t fit in the cabin as carry-on baggage, such as guitars, leaving passengers the choice of shipping it, travel ling by car, buying another seat for the item, or doing what the system was designed to do: check it as baggage. Carriers need to do a better job of handling luggage (clearly, United was beyond negligent in the viral video case) and if not, stop limiting baggage liability claims with every possible.implementation of the “small print” on valuables etc. How about baggage insurance? “Fragile” stickers?

I gave it to you, you returned it to me broken. This is not complicated.

By: Marilyn D

Marilyn D — Thu, 09 Jul 2009 13:24:24 +0000

My husband’s vintage Bach (brand) trombone suffered the same plight on a trip home from Syracuse, New York, at the hands of careless baggage handlers. He had just had the instrument re-lacquered and all the dents taken out, when we traveled up state for a guest artist appearance. When he opened the case to check on the instrument after we got home, the entire bell was badly damaged. The airlines made good on the repairs but it was a struggle to get them to even admit that their baggage handlers were careless. Perhaps there is something to be said for allowing musical instruments to be classified as carry-on luggage…