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BARBARA HIGGINS

United Airlines’ Higgins: guitar blunder “made terrific fodder for a video”

August 14, 2009

When something goes wrong on a United Airlines flight, Barbara Higgins hears about it. And as the company’s vice president of customer contact centers, she heard — or rather saw — trouble when she opened her mailbox a few weeks ago and watched the viral video, United Breaks Guitars. But no one could have anticipated what happened next. I asked her to explain.

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Elliott is consumer advocate Christopher Elliott's site. You'll find everything you need here to fix your travel-related problems. For all other consumer grievances, please see On Your Side.
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BARBARA HIGGINS

United Airlines’ Higgins: guitar blunder “made terrific fodder for a video”

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