It has been fifteen years since the “United Breaks Guitars” saga captured the internet’s attention. Dave Carroll’s “United Breaks Guitars” music video eventually racked up millions of views and became one of the earliest examples of a customer complaint going viral online. But a new incident involving baggage handlers tossing guitars at LAX, recently highlighted by the New York Post, brings back so many memories.
The Post reports on a Tiktok video showing LAX baggage handlers for an unnamed airline throwing multiple guitars around. Guitars are expensive items, and even the less expensive ones are cherished by their owners. Regardless of whether it is a prized possession or dirty laundry, it is in the care of the airline and its handlers, so it should be treated with a minimum of care.
The Original “United Breaks Guitars” Story
But let’s revisit the lessons we failed to learn from Dave Carroll. Carroll witnessed his band’s instruments being tossed around while connecting at O’Hare. Despite notifying individuals there, he reported a lack of concern. He didn’t discover it till he left the airport, and then tried to report it in Omaha, Chicago, and back in Halifax where he started…and where United has no employees and was handled by Air Canada. He was told he had to show the damage in Chicago, to contact people in New York….basically, nothing helpful.
After a lot of effort, he finally got a denial, telling him he should have done anything but what he did, that anyone else was responsible…despite a few facts that would have prevented that. Like Air Canada being responsible when they were not the last carrier who transported them on the journey, which is what dictates liability in interline baggage, or asking him to come to Chicago so they could inspect his guitar.
Ultimately, Carroll wrote, recorded, and did a music video for three United themed songs which got a lot of traction at the time and still lives as an earworm in our brains. United was embarrassed into addressing the issue and started using the story as a training methodology.
In the end, people aren’t asking for luxury, much as they’d like it. They are asking for common sense and basic minimum standards.
