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United just can't win with Canadian singer
Canadian singer-songwriter Dave Carroll flew United again, and it just didn't work out. Carroll made the headlines when he released a YouTube video explaining his experience with United, which broke his guitar when he changed planes at Chicago's O'Hare airport.
In his first song, Carroll said he wouldn't rule out flying United again, specifically, "To save the world, I probably would ... but that won't likely happen." Well, he did fly United again, simply because he needed a direct flight from Nova Scotia to Denver, and United had the only one available. This time, United didn't break his guitar, but it did lose his luggage.
When he arrived at Denver International Airport, Carroll learned that his luggage was delayed, and the United employees on hand told him to wait for it. Meanwhile, an airport official told him to leave the baggage claim area. Eventually he yielded -- a smart move, since his luggage didn't arrive until Wednesday. And, yet again, United is in the position of having to investigate a problem associated with quite possibly the nicest wronged customer in the history of the travel business.
Following his original debacle with United, Carroll said he'd create three videos for YouTube. He's created two so far, in addition to a statement explaining the situation with United and urging people not to be so hard on Ms. Irlweg. All three have been viewed a total of nearly 7 million times.
United has promised to take steps to improve customer service, but this seems to be slow-moving, as evidenced by Carroll's recent situation. To make matters worse, the word from United's vice president of customer contact centers, Barbara Higgins, said in an interview with Christopher Elliott, "Our agents are empowered to escalate serious concerns that they hear from our guests. We have since provided them with a better way to do that to ensure we can be more responsive to special situations that arise, while also protecting us from the fraud that we see."
"Empowered to escalate" -- that doesn't strike me as terribly empowered.
The lack of movement on the issue seems clear in Carroll's Denver debacle. He had finished the lyrics for the third song before taking this trip. "They lyrics that I used sort of encompass what happened here this week so I might not have to rewrite it after all," he told CBC. That's a sad statement, when you think about it. He was writing about a problem that happened over a year ago, and recent events don't call for revision.
So much for progress ...
Ironically, Carroll was flying to Denver to give a speech at RightNow Technologies, a company that develops customer service software. Maybe United will schedule a demo soon.
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[Photo by cliff1066 via Flickr]
Filed under: North America, Canada, United States, Airlines, News
Reader Comments (Page 1 of 4)
K. W. Cooper Oct 30th 2009 2:12PM
"Empowered to escalate". Reminds me how in "The outlaw Josey Wales" the Secretary of the interior told the indians to "Endevor to Persevere.
John Oct 30th 2009 2:27PM
A friend of mine from a band called "Bull Angus" saw an airline throw his vintage fender bass off the baggage conveyor to the tarmac. Just reached right out of the cargo hatch and threw it over the rail. Musicians just cant get any respect!!!
BKShotta9mm Oct 30th 2009 3:55PM
That's why I carry my shit on, absolutely NO EXCEPTIONS!!!!!!!!!!!!!!!
Sue Oct 30th 2009 2:38PM
I've had such bad luck with United so many times, I absolutely will never fly them again. I've paid several hundred more $$ and taken up to an hour longer flight just to avoid them.
I've had it with their rude counterpeople who apparently consider the passengers a huge annoyance.
rob Oct 31st 2009 11:51AM
United Airlines does not know the meaning of the word s "CUSTOMER SERVICE" The thing that concerns me more than their handlling of baggage is if they handle baggage that way what is their maintainance program all about, Used parts, recycled fluids, untested backup systems. I think someone needs to find out who their FAA inspector is a get all over that person becasue he is basically the only person who can bring the rath of GOD down on the company. From the little I have been able to find out talking to some people I know, it is entirely p[ossible that a good portion of their fleet is in maintainance violation. That my friends is a problem!!! that should not be tolerated
mark02370 Oct 30th 2009 2:34PM
My grandmother swore to NEVER fly united again after an engine fell off as it was taxiing to the runway and then they couldn't get the door closed on the next plane they brught in to replace the first. she said if united were the only airline rhen she'ld rather walk.
Mark Oct 30th 2009 4:20PM
Sorry, but this sounds suspicious and untruthful. Can you provide specific dates/times/flight numbers?
mmmbbbggg Oct 30th 2009 2:41PM
Sounds to me like he was flagged in the computer and maybe his luggage was lost "accidentally on purpose".
Curtis Oct 31st 2009 3:04AM
If anyone has flown more times than we can count on our hands and feet and we have had baggage problems 85 percent less than we have flown thats just a normal adversary of life. As inconvient as it is most airlines make up for anyway they can monetary or something. We do have the option of purchasing a seat for an inadiment object, if the value is really high and you have no finacial worries, that is the way to go. Not only that, if the flight takes off with empty seats a refund on the extra seat can be requested, at least that is the way it is on SWA. To bad the only fly domestic.
Lots of Luck Oct 30th 2009 2:49PM
You pick em. You have about the same odds of any of this happening regardless of the carrier you choose. It's a human problem rather than an airline problem.
Curtis Oct 31st 2009 3:03AM
Could be a human problem. There is a cut off time that baggage has to be checked, did he make that time limit. If so then it is airline people, if not then it is customer people.
coach Oct 31st 2009 6:04AM
The Airline is the people that work there, without the workers there would not be an airline.
Shepster Oct 30th 2009 2:55PM
Egypt Air broke my Oud (Great, great grandfather of the Lute, a middle eastern/North African/Persian guitar) and I was in TEARS when I landed in JFK. they tried to say they would not pay, but I sued them and got 100x what I paid. they just threw it in the base of the plane with mummies, golf clubs and god knows what else.
Matt Oct 30th 2009 3:15PM
Egypt Air broke my Oud
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Thanks for teaching me a new scrabble word!!!!!!
Pegz Oct 30th 2009 11:24PM
Well, which is it? Your Great-great grandfather's guitar or a guitar YOU bought and got 100X more than you paid for? Hmmm Some of these posts are so full of s h ! t.
Rebecca Oct 31st 2009 12:07AM
If you would have read it he said it (oud) was the great grandfather of the guitar not that it belonged to his grandfather.
jacoad Oct 31st 2009 2:18AM
to PEGZ
You did not read what the post said. The Oud is the great, great Grandfather of the Lute.
Not a priceless heirloom of the posters great great Grandfather.
CW Oct 30th 2009 2:56PM
Wow, think of the things you are not hearing...
figritout Oct 31st 2009 7:10AM
read. you meant what you read.
Valerie Oct 30th 2009 3:14PM
I think you're wrong there, Lots of Luck. I've had lost luggage, the wheels broken off my luggage, the pegs the luggage stands on broken off, delayed and cancelled flights, rude customer service, etc. All courtesy of United Airlines. I haven't had these problems with Southwest Airlines. Believe me, there is a world of difference.