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SONS OF MAXWELL

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

July 9, 2009

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.

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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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SONS OF MAXWELL

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

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