Sky

Baking 🍓🍎👩‍🍳

This is truly what it's all about ❤️

A musician once cost an airline $180 million because they wouldn’t pay him $1,200 for a broken guitar. In 2008, Canadian musician Dave Carroll was on a connecting flight when a passenger behind him looked out the window and said, “My God, they’re throwing guitars out there.” When Carroll opened his case at his destination, his $3,500 Taylor acoustic, an instrument he’d saved for months to buy, had a hole smashed through it. He called the airline. They bounced him between departments for nine months. He was told to fly to another country to file his complaint in person. He was hung up on, ignored, and eventually told the matter was closed. His final request for $1,200 in flight vouchers to cover repair costs was rejected. So he asked himself: “If Michael Moore was a singer-songwriter, what would he do?” He wrote a song called “United Breaks Guitars,” filmed a music video for $150, and uploaded it to the internet. His goal was one million views in a year. It hit 150,000 on the first day. Within a week it was the number one music video in the world. Within four weeks, news outlets reported the airline’s share price had dropped 10%, wiping roughly $180 million in value. The airline called him. They offered the $1,200 they’d originally refused, plus $1,200 in cash. The owner of Taylor Guitars personally rang and told him to come to the factory and pick out two guitars as a gift. Carroll became an international speaker on customer service. The airline used his video for internal training. He still flies with them. A United employee once walked up to him at an airport, looked around to make sure no colleagues were watching, shielded himself with his jacket, and quietly reached out to shake his hand.