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United just can't win with Canadian singer

by Tom Johansmeyer (RSS feed) on Oct 30th 2009 at 10:00AM

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.

Gallery: Ten pilots you don't want in your cockpit

Gallery: The best from the weird and wacky world of tourist complaints

[Photo by cliff1066 via Flickr]

Filed under: North America, Canada, United States, Airlines, News

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Reader Comments (Page 2 of 4)

Darth Nader Oct 30th 2009 3:12PM

Saxophonists often complain of broken instruments from many airlines. One internationally renown acoustic bassist disembarked his plane to notice that his possibly 200 year old bass was literally thrown from the baggage bay to the tarmack. He immediately went to the airport manager and got him to witness opening the case. Luckily it was OK, but why in the hell do airlines allow such rough handling of luggage...especially those that are easily determined to be musical instruments? Bass saxists have to buy two seat tickets. One for them and one for the sax.

Amanda Oct 30th 2009 5:36PM

United dented my saxophone case when I was 14, when I took a trip over the holidays.
After the holiday break, my band director chastized me in front of the Wind Ensemble about how I was a perfect example of what NOT to do with an instrument.
It was a big case of fml.

Marshall Oct 30th 2009 10:12PM

Some airlines are just mean and nasty as years pass. Morale amongst staff
and ground crews deteriorate over time. Back in the early to mid 60s, United's
image wasn't all that much better than it is now. I was a young kid then.
The passengers used to smoke cigarettes and cigars aboard some of the flights.
There used to be somewhat friendlier service about 45 years ago but not now.
I can remember when my sister's suitcase suffered a major dent when it was
handled and flown by United in l97l. As for that bass you mentioned,was it an
upright stand up bass?? I can also remember Continental Airlines being somewhat
mean to stand up basses on their HNL-SF0 route. My bass had to be repaired
because Continental mishandled it. A copy of the repair bill was sent to Continental
and they had to pay me back. An airline is supposed to be held liable for up to
a certain amount of money and damages IF the airline involved was negligent.
I hope this sheds some light into your dilemma with United(?)

tim Oct 30th 2009 3:15PM

Maybe his layover was too short

Lthrnck68 Oct 30th 2009 3:14PM

I have been fortunate enough to have never lost any luggage. Of course, I never traveled with more than the one carry on bag. I think if I had to travel with more than one piece of luggage, I'd put the essentials in the carry on and ship the rest by UPS or FedEx. Probably get there sooner than by putting through airline baggage handling.

me Oct 30th 2009 10:15PM

We moved to Hawaii in 1995. Flew first class from the mainland to Honolulu on United. The service was lovely. The flight attendant remembered our names, what we ordered. Life going over was perfect. Well going back to the mainland from Honolulu first class again, was as bad as the former flight was good. The flight attendant talked to someone (male) the entire flight and we got no service at all. We had other not pleasant experiences prior to this. We will never, never fly United again! I would rather not go if I have to fly United. And yes we always ship our stuff FedX or UPS. The never fail way!

Anthony Oct 30th 2009 3:22PM

Should't the title of this article be "Canadian Singer Just Can't Win with United?"

sue Oct 30th 2009 11:58PM

Anthony, you have it exactly right.

no a fan of united Oct 30th 2009 6:46PM

Also flew with united early 80's flew to califonia, bad trip rude associates, flew home lost luggage, united found luggage and called and said if i wanted it i had to drive to the other customers house, about an hour away to pick-up, I explainded to united that I was the customer and that if their baggage claim person was doing his/her job my luggage would be with me and not an hour away My luggage was at my place of employment within three hours. Flew to florida 2009 with new grandson to show off to family left terminal sat on runway for 45 min's not knowing what was going on to make a realy long story short we finally arrived in fla 6 hours later... I will never fly United again even if that was the last airline in the sky i would rather drive.

pete Oct 30th 2009 7:24PM

Had a problem with UAL a number of years ago. Saw one of their people toss my tool case, which landed squarly on a corner into another soft side suitcase. When I got it back off the carousel one side looked like it had been pried open, complete with scratch marks and chips in the tongue and groove edges, and tools that are usually a bitch to pull out of their clips were rattling around inside. I took it immediately to the local agent and told her what had happened, and she gave me a form and said, "Fill this out and send it to our headquarters in Chicago. We'll see how often you've been pulling this."

I lost a $278 Fluke test meter in addition to about $300 of other small tools. I submitted the claim in 1992 and am STILL waiting to hear from UAL. Needless to say, I asked the corporate travel office to never book me on UAL again unless absolutely necessary.

As time passed, I ended up working for them at their SFO facility (2000). Never guess what I found floating around there. That's right. My meter, with my markings to ID it. The guy that had it had was a new hire, and said he'd bought it from a retiree.

Been retired for 8 years now, travel to China, Philippines, Japan, North, South and Central America, Europe, and all over the U.S. Still don't fly UAL

Bob (White) Nov 1st 2009 6:21PM

I can't count the number of times United has lost my bags, even on a non-stop flight from Denver to Chicago. Once it was lost for three weeks on a trip to Europe from Colorado Springs. They claimed to have checked every station between Colorado and the East Coast and no one knew anything about it. Agents in Germany and England sent messages numerous times, all to no avail.
Finally an agent in London told us he thought he knew what happened. He sent off another enquiry and lo and behold the bag was in Chicago. Seems there are two entities in Chicago. One maintains physical control of bags and the other does paperwork. Maybe they don't coordinate their efforts but we did get the bag a day before departing for the US of A. Another time my bag was 24 hours late in arriving in Colorado Springs and when it was delivered I asked the delivery lady to pause a moment while I checked to confirm my pistol was in the bag. The bag was unlocked when I got it and the gun had been played with by somebody after I checked the bag in Tampa. Both United and TSA claimed neither of them were the guilty party. United will never get my vote for airlilne of the year and I used to fly for a regional carrier that was a feeder for them. I have many other horror stories about United and my luggage but won't bore you with them.

Denise Oct 30th 2009 4:29PM

United lost my luggage as well. It was a flight from Sacramento to BWI. They also told me to wait for it and that it may have been put on another flight. That never happened I called after 2 weeks still nothing. So I had to file a claim.

Emily Oct 30th 2009 4:33PM

If there is any way possible to avoid flying United, I would rather walk. Their customer service is pathetic and this is from experience with them over a period of years for not only myself but many in my family. They are the MOST RUDE of all airlines and unwilling to fix problems.
Flying United is a total waste of time and money.

frequent flyer Oct 30th 2009 4:48PM

Flew with United Airlines in May this year. They mishandled a maintenance down aircraft and stranded me in Baltimore at my expense. When I complained they made the rectification process so tedious and drawn out I abandoned it. Thus, I abandoned those morons as well. Stay with Delta, Northwest or Continental.

sadgalinsd Oct 30th 2009 4:50PM

Thanks United, for letting me hear about a talented singer I had never heard of before! Dave Carroll is cute, funny, and a great singer. I'm off to look at more of his videos and search for albums.

Christine Oct 30th 2009 5:21PM

My mother was visiting me at My college in Maine and while she was here, we went to LL Bean and she bought roughly $300 dollars worth of clothing. She packed the clothes in her luggage, tags still on and everything, and checked it when she flew home via United Air. Upon arriving home and unpacking, all of her brand new, never before worn clothes had been removed from her bag. When she tried to complain to United and get compensation, she was told there was nothing they would do for her. This was not the first time we've had trouble with United, but it is certainly the last. No one in the family will be flying United EVER again!

duncanmax912 Oct 30th 2009 5:34PM

Sorry, but there is no way I would EVER let anyone handle either of my guitars. Any musician knows how important a quality instrument is. These airport workers just don't get it. Once a expensive guitar is broken, even after a good repair, they are never the same !!