Case Reflection 12: United Breaks Guitar

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http://fortune.com/2017/04/10/united-airlines-customer-service/

https://www.washingtonpost.com/news/the-intersect/wp/2017/04/11/the-full-timeline-of-how-social-media-turned-united-into-the-biggest-story-in-the-country/?noredirect=on&utm_term=.5ede0317d5ce


United Airlines has been having ongoing issues with their customer service habits. With the use of social media, the incidents have been traveling faster to where more and more people are hearing about it. I didn't hear about the guitars being broken until I read this article, but I did hear about the passenger being forced off the plane. There are so many other actions to take other than physically removing someone from an aircraft. It was United's fault because they should understand how easily it is to take out your cell phone and video the situation. There are so many more controversial situations that have more light shed on them because of social media and technology. Since United hasn't been having the best track record with their customer service, this was just the icing on the cake to solidify their plummeting sales.
Dave Carroll did the perfect thing in making the music video slashing the airline company. It was the perfect "revenge" song to spread around and become famous.


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