COMMENTS
Onine Reputation Management runs all the way through the organization these days. It's too easy to mess up and it's not ok when people don't care! I just wrote a blog article on this topic yesterday:
Analysis Paralysis: Online Reputation Management http://bit.ly/pBGVv Why being human is the most important 1st step
Awesome video, and great point.
I recently booked a transatlantic flight, and my primary criteria was which airline is going to handle my guitar nicely. Looked online - United and Delta suck, whereas American lets you bring in on board, even though it's outside the carry-on limit.
I'll be flying American.
Maybe the airlines will start waking up and realize what hellacious customer service they provide. The reason the industry teeters on bankruptcy is not because of high fuel costs - it's because the employees can care less about the customers, and that's a top-down cultural (and industry) problem.
I have to question why he'd let the airlines touch his Taylor guitar. I have a Les Paul Standard and a Martin and I wouldn't let them breathe on it.
All the same, there should be some trust there. It's sad to see otherwise.
Just think what will happen if airlines charge passengers to use the bathroom
I'm guessing one major issue was the case he had it in. Traditionally airlines only cover guitars/instruments if they are in an ATA case, which is basically a case that you put over your standard guitar case, making it super heavy, huge and hard to carry... but very difficult to break. In a certain way its a scam, because then if you have one its almost certainly oversized luggage that you'll be charged out the wazoo for.
An airline nearly lost one of my guitars once and I freaked out. Not a fun day at all. I got it back, but it took a while to find it.
Maybe they should rewrite:
http://united.com/baggage From:
"Limits of liability
United is not liable for damage to fragile items, spoilage of perishables, loss/damage/delay of money, jewelry, cameras, electronic/video/photographic equipment, computer equipment, heirlooms, antiques, artwork, silverware, precious metals, negotiable papers/securities, commercial effects, valuable papers, or other irreplaceable items and/or any item where a liability release was signed by the passenger."
..to simply:
"We'll chuck your stuff around because we don't care about it. So if you're foolhardy enough to check your $3,500 guitar, kiss it goodbye."