When musician Dave Carroll flew on United Airlines, his guitar was broken by careless baggage handlers. Employees and customer care were indifferent and the airline offered no compensation. So Dave responded by creating a music video called “United breaks guitars” and United felt the wrath of citizen journalism, the social web, and millions of airline travellers.
In just 10 days the video received nearly four million views and over fifteen thousand comments on YouTube, and to date the video has ...