I have to say I love a story where a consumer is wronged by a company and then takes their complaints public in a creative, effective way. We’ve all had our share of frustrations with the airlines and my understanding is that musicians have it particularly difficult when airline staff force them to check their instruments into checked luggage and then the baggage handlers exhibit the IQ of those apes in the old American Tourister commercials.

That’s why I truly enjoyed finding out about the story of the band Sons of Maxwell, their broken guitars, subsequent struggle with United Airlines, and their resulting series of songs and videos on the subject. Here’s the short scoop:

In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They 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 I promised the last person to finally say ‘œno’ to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United: Song 1 is the first of those songs.

As a guitarist myself, I know that losing an instrument is not just about the money, although the cost is sizable. A guitar you’ve grown to love, a guitar that has aged like a fine wine, a guitar that just feels oh so sublime in your hands is irreplaceable. It’s like trying to replace a beloved pet or child. Not to mention for the professional musician it is also about lost income and hassle if you are unable to do the gigs you were hired to do.

The whole story is one of customer service circus antics. You can read it all on their website.

Personally I love Dave Carroll’s closing remarks:

At that moment it occurred to me that I had been fighting a losing battle all this time and that fighting over this at all was a waste of time. The system is designed to frustrate affected customers into giving up their claims and United is very good at it. However I realized then that as a songwriter and traveling musician I wasn’t without options. In my final reply to Ms. Irlweg I told her that I would be writing three songs about United Airlines and my experience in the whole matter. I would then make videos for these songs and offer them for free download online, inviting viewers to vote on their favourite United song. My goal: to get one million hits in one year.

Well judging from the YouTube numbers and the fact that earlier today I went to their website and it was down because of too much traffic, I think he is well on his way to his goal. Enjoy the video…

Update: Just learned of United’s recent response. The power of the Internet. I personally hope there is still a song #2 and #3.

Paula Gregorowicz, owner of The Paula G. Company, offers life and business coaching for lesbians to help you gain the clarity, confidence, and courage you need to have success on your own terms. Get the free eCourse “5 Steps to Turn Fear Into Freedom” at her website