Monday, July 27, 2009

YouTube Killed United Airlines

As the world now knows, last year a guitarist named Dave Carroll was sitting in a window seat on a United plane at O'Hare airport in Chicago when he looked out and saw baggage handlers hurling guitar cases through the air.

He pointed it out to flight attendants; they responded with indifference. When he arrived in Nebraska, he found that his instrument had been smashed.

After months of complaining to the airline and getting no response, he wrote and performed a song, "United Breaks Guitars," and posted it on YouTube. It was viewed more than 4 million
times in its first 14 days.

This is a classic example of all 4 key behaviours that people exhibit in this web 2.0 world. The 4 c's - create - the pro-am, collaborate - working together in communities, challenge - the status quo & poor service and control - my media on my terms.

Did they not learn from My Dell Hell...


Addiction Analyst said...

Unfortunately, not all of us can make a video to artfully show our outrage at the abuse from all American airlines. Deregulation has certainly been hard on morale and it may not prove to been ultimately good for profits.

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