Mark Pack

The story of how United Airlines broke musician Dave Carroll's guitar was one of the 'business gets a monstering in social media' stories of 2009. Carroll turned the incident into a song that made it big on YouTube, spawning huge traditional media coverage, knocking $180 million off United's share price and highlighting the weaknesses in [...] »

The sequel to Dave Carroll's song about how United Airlines broke his guitar is now out. It's great fun again, though this time more slowly paced. Men with moustaches feature again: (Also available on the YouTube website here.) »

On July 6, disgruntled United Airlines customer Dave Carroll posted his YouTube song about how United had broken his guitar. Within 48 hours it was in the mainstream American media (such as here on CNN) and was a hit on YouTube. Coverage and YouTube views grew rapidly on the following few days and was picked [...] »

Cross-posted from the Mandate blog: The story of Dave Carroll and how his guitar was broken by United Airlines has spawned a hit YouTube song, but it also holds a lesson for how best to carry out customer service in the world of social media. Dave Carroll, a Canadian musician, flew with United Airlines last [...] »

Whilst the number of views for Dave Carroll's protest song about United Airlines breaking his guitar continues to soar (up by around 700,000 in the last 24 hours), United Airlines has responded with a pun-tastic statement that the situation has "struck a chord" with them. In return, Dave Carroll has recorded a response: Apart from [...] »

United Airlines is suffering an unfolding customer services disaster, courtesy of one unhappy customer whose luggage they failed to take care of. His response? To produce an funny and catchy music video chronicling United's failings: (You can see the film on the YouTube site, with its description giving details of the luggage incident, here.) It's [...] »