I heard about this on MJ's morning show and thought it was great!
Kaitlin Dalton | 07.10.09 - 10:51 am | #

I saw some of the video on the morning news. The videos were cute. However, Tom Paxton had a similar incident WAY back and had a better song ("Thank you, Republic Airlines, for breaking the neck on my guitar").
richard | 07.10.09 - 3:28 pm | #

Thanks Alex, Dave Carroll’s story should be a lesson for every organization large and small... Social media is a game changer that can turn bad customer service into a PR disaster that can be far more costly than making things right in the first place.

I’d love to give United a hearty at-a-boy for offering to do the right thing but I don’t believe for a minute they’d be offering to make things right if they didn’t have a major PR disaster on their hands.
jasetaro | Homepage | 07.10.09 - 5:46 pm | #