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Dave Carroll gets his revenge on United Airlines

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Kate Pritchard is managing editor of Real Business

Dave Carroll’s band, Sons of Maxwell, were travelling to Nebraska for a one-week tour in the spring of 2008. Peering out of the aeroplane window, Dave Carroll noticed his beloved Taylor guitar being thrown by the United Airlines baggage handlers.

“I discovered later that the $3,500 guitar was severely damage,” comments Carroll on his website, www.davecarrollmusic.com. “United Airlines didn’t deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss.”

So instead of getting mad, Dave Carroll got even and wrote a song about his experience.

Best lyric in Dave Carroll’s tune has got to be: “The band and I exchanged a look/ Best described as horror/ At the action on the tarmac/ And knowing whose projectiles these would be.”

Dave Carroll’s song has been a YouTube hit – and a PR disaster for United Airlines. And there’s more to come. “United: Song 1 is the first of those songs,” says Dave Carroll. “United: Song 2 has been written and video production is underway. United: Song 3 is coming. I promise.”

You should check out Dave Carroll’s blog about his experience.

Entrepreneurs, if you receive a complaint about your business, deal with it. Immediately. You’ve been warned.

You can follow Kate Pritchard on Twitter @KateEPea

Related articles:Richard Branson: the best Virgin Atlantic complaint letter EVERMargaret Heffernan: A cause for complaint

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