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Sons of
Maxwell, wrote two sequel songs related to the events. The second video, "United Breaks Guitars: Song 2", was released on YouTube on August 17, 2009. The song takes a humorous look at Carroll's dealings with "the unflappable" United customer service employee Ms. Irlweg; it targets the "flawed policies" that she was forced to uphold. In March 2010, "United Breaks Guitars: Song 3" was released. The song notes that not all employees at United are "
200:. In his song, he sang that he "alerted three employees who showed complete indifference towards " when he raised the matter in Chicago. Carroll filed a claim with United Airlines, which informed him that he was ineligible for compensation because he had failed to make a claim within its stipulated "standard 24-hour timeframe".
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was a singer-songwriter, what would he do?", Carroll wrote a song and created a music video about his experience. The song's refrain includes "I should have flown with someone else, or gone by car, 'cause United breaks guitars." Carroll, who has performed as a solo artist and a member of the group
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The YouTube video was posted on July 6, 2009. It amassed 150,000 views within one day, prompting United to contact
Carroll, saying it hoped to right the wrong. The video had over half a million views by July 9, 5 million by mid-August 2009, 10 million by February 2011, and 15 million by
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Media reported the story of the song's instant success and the public relations humiliation for United
Airlines. Attempting to put a positive gloss on the incident and the song, a company spokesman called it "excellent". Rob Bradford, United's managing director of customer solutions, telephoned
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also had a similar experience when
Northwest Airlines damaged his unique double mountain dulcimer. In response, he wrote and recorded "Only a Northwest Song". However, unlike United Airlines' obstinate refusal to take responsibility when they destroyed Dave Carroll's guitar, Northwest Airlines
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as a "gesture of goodwill," failed to undo the damage done to its image (it was later revealed that the
Thelonious Monk Institute of Jazz was, at the time, chaired largely by United executives and used United Airlines exclusively for its corporate travel). In response to his protest's success,
236:, owner of Taylor Guitars, immediately offered Carroll two guitars and other props for his second video. The song hit number one on the iTunes Music Store the week following its release. The belated compensation offer of $ 3,000, which United donated to the
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Carroll posted a video address thanking the public for their support while urging a more understanding and civil attitude towards Ms. Irlweg, who was just doing her job in accordance with mandated company policies in this affair.
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Carroll to apologize for the incident and to ask for permission to use the video for internal training. United claimed that it "hoped" to learn from the incident, and to change its customer service policy accordingly.
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In fact, UAL opened at $ 3.31 on July 6, 2009, and dipped to an intra-day low $ 3.07 (-7.25%) on July 10, but that very day closed at $ 3.26 and traded as high as $ 6.00 (+81.27%) four weeks later on August 6.
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to make room for crew members who were needed at a different airport the following day, injuring him in the process. This incident also occurred at O'hare
International Airport. On an interview with
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two days later, in light of the incident, Carroll described that the same problem has emerged and thought it has to do with the culture in United
Airlines which showed a lack of compassion.
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On April 9, 2017, #unitedbreaksguitars trended on
Twitter. This was following the release of a video that showed United Airlines physically forcing a passenger, Dr. David Dao, off
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discussed "how to properly complain and get what you want" and used a
Carroll video as an example of an excellent way to complain while remaining "respectful" and "not yelling".
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It was widely reported that within four weeks of the video being posted online, United
Airlines' stock price fell 10%, costing stockholders about $ 180 million in value.
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Since the incident, Carroll has been in great demand as a speaker on customer service. Coincidentally, United Airlines lost his luggage on one of his trips as a speaker.
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Musician Dave Carroll said his guitar was broken while in United Airlines' custody. He said that he heard a fellow passenger exclaim that
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questioned Carroll on why he checked the valuable guitar and Carroll explained that it is difficult to bring guitars onto flights as
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Carroll says that his fruitless negotiations with the airline lasted about nine months. Then, asking himself, "if
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in 2008 and the obstructively uncooperative reaction from the airline. The song became an immediate YouTube and
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In January 2013, the success of Carroll's online protest was used by the German television and news service
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had a similar experience, which he recounted in the song "Thank You Republic Airlines" on his 1985 album
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United Breaks Guitars guy says airline shows 'lack of compassion' in wake of latest PR disaster
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In January 2012, Carroll and "United Breaks Guitars" were featured in the CBC/CNBC documentary
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magazine named "United Breaks Guitars" No. 7 on its list of the Top 10 Viral Videos of 2009.
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hit upon its release in July 2009 and a public-relations embarrassment for the airline.
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477:"Musician behind anti-airline hit video 'United Breaks Guitars' pledges more songs"
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802:"Revenge is best served cold – on YouTube: How a broken guitar became a smash hit"
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738:"Aktuelle Nachrichten - Inland Ausland Wirtschaft Kultur Sport - ARD Tagesschau"
617:"Social Media Crisis Communications Case Study – United Airlines Breaks Guitars"
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August 2015. It has roughly 23 million views and 370,000 likes as of June 2024.
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760:"Man Is Forcibly Removed From United Airlines Flight Because It Was Overbooked"
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to exemplify a new kind of threat facing corporations in the internet age.
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United Breaks Guitars: The Power of One Voice in the Age of Social Media
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Fuming about mishandled baggage? Singing's the best revenge.
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were throwing guitars during a layover on his flight from
570:. Davecarrollmusic.com. February 17, 2010. Archived from
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188:. He arrived at his destination to discover his $ 3,500
664:"United Breaks Guitars – A statement from Dave Carroll"
598:"United loses luggage of 'United Breaks Guitars' guy"
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apologized to Bing Futch and offered him compensation
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897:"United Breaks Guitars" song 3 - United We Stand
691:"Top 10 Viral Videos – 7. United Breaks Guitars"
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144:by Canadian musician Dave Carroll and his band,
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120:"United Breaks Guitars (Official Video)"
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322:One Million Lawyers and Other Disasters
263:In May 2012, Carroll published a book,
178:Halifax Stanfield International Airport
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500:Singer's revenge on United: A hit song
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475:Jamieson, Alastair (July 23, 2009).
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174:Chicago O'Hare International Airport
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689:Fletcher, Dan (December 8, 2009).
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1603:List of airline holding companies
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1:
869:"United Breaks Guitars" video
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548:United Breaks Guitars Song 2
520:Tran, Mark (July 23, 2009).
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758:XENUK (April 10, 2017).
428:. Canada. Archived from
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1459:accidents and incidents
1416:accidents and incidents
1203:accidents and incidents
1104:Frequent flyer services
1085:Jet Capital Corporation
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854:"Only a Northwest Song"
360:"United Breaks Guitars"
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22:"United Breaks Guitars"
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422:"A man and his guitar"
192:was severely damaged.
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1191:United Breaks Guitars
1090:Texas Air Corporation
890:United Breaks Guitars
258:Customer (Dis)Service
138:United Breaks Guitars
1556:77 West Wacker Drive
1457:Continental Airlines
1132:William A. Patterson
998:Continental Airlines
769:– via YouTube.
277:In June 2013, NBC's
1647:Songs about guitars
1054:Continental Express
785:(Radio broadcast).
481:The Daily Telegraph
1632:Dave Carroll songs
574:on August 20, 2010
426:The Financial Post
365:The Situation Room
300:Stock price effect
247:In December 2009,
92:Dave Carroll Music
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1064:Shuttle by United
1028:Frontier Airlines
789:. April 11, 2017.
400:Fox & Friends
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1013:New York Air
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812:the original
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602:Toronto Star
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572:the original
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530:. Retrieved
526:The Guardian
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436:December 31,
434:. Retrieved
430:the original
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50:July 6, 2009
41:Dave Carroll
1533:Flight 3407
1527:Flight 2574
1521:Flight 2286
1502:Flight 1404
1496:Flight 1883
1484:Flight 1713
1447:Flight 4933
1441:Flight 3411
1435:Flight 5925
1429:Flight 6291
1423:Flight 2415
1398:Flight 1175
1356:Flight 2885
1344:Flight 2860
1152:Oscar Munoz
1147:Jeff Smisek
1116:MileagePlus
1111:United Club
674:January 16,
288:Flight 3411
113:Music video
1627:2009 songs
1621:Categories
1543:Facilities
1478:Flight 603
1404:Flight 328
1386:Flight 175
1380:Flight 826
1374:Flight 585
1368:Flight 232
1362:Flight 811
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1274:Flight 409
1263:Flight 615
1257:Flight 610
1251:Flight 624
1245:Flight 608
1239:Flight 521
1185:Untied.com
1162:Robert Six
396:"Fox News"
340:References
328:Bing Futch
318:Tom Paxton
280:Today Show
272:Tagesschau
234:Bob Taylor
215:bad apples
1570:(Houston)
1564:(Houston)
1558:(Chicago)
1552:(Chicago)
1490:Flight 55
1472:Flight 12
1466:Flight 11
1392:Flight 93
1227:Flight 34
1210:Flight 23
765:April 10,
743:April 10,
721:April 10,
651:. London.
649:The Times
578:April 30,
483:. London.
1596:Category
1577:(former)
1221:Flight 4
839:July 12,
668:Archived
628:March 2,
528:. London
460:. Online
458:CBC News
380:March 2,
374:Archived
312:See also
221:Response
194:Fox News
160:Incident
47:Released
902:YouTube
885:YouTube
874:YouTube
818:July 7,
553:YouTube
532:May 26,
168:on the
125:YouTube
61:Country
1535:(2009)
1529:(1991)
1523:(1988)
1504:(2008)
1498:(2006)
1492:(2000)
1486:(1987)
1480:(1978)
1474:(1965)
1468:(1962)
1449:(2019)
1443:(2017)
1437:(1996)
1431:(1994)
1425:(1989)
1406:(2021)
1400:(2018)
1394:(2001)
1388:(2001)
1382:(1997)
1376:(1991)
1370:(1989)
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1358:(1983)
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1293:(1958)
1282:(1955)
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1265:(1951)
1259:(1951)
1253:(1948)
1247:(1947)
1241:(1947)
1235:(1943)
1229:(1936)
1223:(1935)
1212:(1933)
1125:People
1018:Pan Am
154:iTunes
71:Length
65:Comedy
37:Single
959:fleet
88:Label
56:Genre
841:2019
820:2010
767:2017
745:2017
723:2017
695:Time
676:2012
630:2013
580:2010
534:2010
438:2009
382:2013
250:Time
204:Song
170:ramp
1069:Ted
900:on
883:on
872:on
622:Inc
551:on
370:CNN
184:'s
180:to
172:at
123:on
39:by
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