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  • United Breaks Guitar

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    Prajwal Poojari
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    United Airlines mishandled musician Dave Carroll's $3,500 guitar during a flight, damaging it irreparably. In response, Carroll released a song on YouTube about the incident, which received over 4.4 million views in a month. United Airlines realized its mistake and offered Carroll $1,200 in cash and $1,200 in flight vouchers as compensation, but the incident highlighted the airline's poor customer service and inadequate complaint processes.

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    United Airlines mishandled musician Dave Carroll's $3,500 guitar during a flight, damaging it irreparably. In response, Carroll released a song on YouTube about the incident, which received over 4.4 million views in a month. United Airlines realized its mistake and offered Carroll $1,200 in cash and $1,200 in flight vouchers as compensation, but the incident highlighted the airline's poor customer service and inadequate complaint processes.

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    © All Rights Reserved
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    6 views8 pages

    United Breaks Guitar

    Uploaded by

    Prajwal Poojari
    United Airlines mishandled musician Dave Carroll's $3,500 guitar during a flight, damaging it irreparably. In response, Carroll released a song on YouTube about the incident, which received over 4.4 million views in a month. United Airlines realized its mistake and offered Carroll $1,200 in cash and $1,200 in flight vouchers as compensation, but the incident highlighted the airline's poor customer service and inadequate complaint processes.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 8

    United Breaks

    Guitar

    Group 5:
    Aniket Shinde - 335
    Bhargav Kabra - 405
    Prajwal P Poojari - 437
    Saran G - 448
    Sharvaree Pitke - 577
    Tejas Talavdekar - 582
    Close to 50,000 Employees
    3,300 flights per day
    Filed for Chapter 11 in 2002
    Scored lowest in American
    Customer Satisfaction Index
    with largest drop in 13 years.
    Pre Existing Brand Reputation
    and less social media presence
    Heavy Industry Competition
    High cost of Resources
    Dave
    Carroll

    Professional Guitarist

    Member of pop - folk music, Sons of Maxwell


    The Incident

    Flying from Halifax, Canada to


    Omaha, Nebraska, Dave’s
    $3500 Taylor guitar was
    mishandled by staff
    Rude behavior by the United
    Airlines ground staff
    This resulted in irreparable
    damage.
    The Aftermath
    Caroll releases a song on this
    ordeal
    The video of the song reaches 4.4
    million views in the month of July
    with average viewership 20,000
    United Airlines realizes its mistake
    and offers Dave $1200 in cash and
    $1200 in flight vouchers to correct
    its mistake
    Service Operations Failures by
    United Airlines

    Failure to Lack of
    meet customer empathy and
    expectations understanding

    Inadequate
    Poor customer
    complaint handling
    service
    procedures
    Lessons learned by United
    Airlines

    Prioritize Streamline
    customer complaint
    satisfaction handling
    processes

    Provide excellent Trust and


    customer service Transparency
    Thank You For
    All Your Time &
    Attention

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