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. But good customer service isn’t about responding to a viral video with a sense of humor, as United did. It’s about the little things, like Irena Temple’s ruined photos.

Elliott is consumer advocate
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