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United Breaks Guitar Case

In: Business and Management

Submitted By akgamangupta
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Assignment Case;
United Breaks Guitar
Q) Why do you think Dave Carroll's video spread so fast to so many people?
Ans) Dave Carroll's video spread so fast to so many people because of the following reasons
 First, the video was containing a traveller as well a business storyline. The video simply used singing and irony and hence it was picked up very quickly on YouTube.
 Hundreds of media reports repeatedly published the story. CNN urged viewers, “Anyone who’s ever been frustrated with an airline needs to see this video”
 Many people who can connect to it or had the similar experience joined the cause and spread it.
 Music was catchy and was launched in proper way with already existing audience.
 It was something new so people found it entertaining and went viral.

Q) How do you evaluate the airline's response? What would you have done different in this position? Ans) Airline’s response was poor as they reacted when things have gone out of their hand and it was too late and it was after seven months that they properly addressed the issue. The airlines company was at fault since beginning. Some such incidents are:







Carroll’s Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago
None of the crew members he reported to helped him with the issue
The Guitar was found severely damaged
The representative he could finally talk to, told him that she was sorry about the damage, but the standard airline policy held that claims be made within 24 hours of damage (a precaution against fraudulent claims), and that his claim was to be denied.
United didn’t deny the experience occurred but for nine months the various people
Carroll communicated with put the responsibility for dealing with the damage on everyone other than themselves and final said they would do nothing to compensate him for his loss
Submitted By : Aman Kumar Gupta…...

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