United Breaks Guitars 4? - Dave Carroll Responds to Customer Service incident on United Flight 3411

Over the past few days, I have received several emails and requests via social media to write a song in response to the Customer Service incident on United Airlines, involving passenger Dr David Dao, who was forcefully removed from United Airlines Flight 3411 on Sunday April 9th. This is my response...
United Breaks Guitars 3
• United Breaks Guitars ...
United Breaks Guitars 2
• United Breaks Guitars ...
United Breaks Guitars
• United Breaks Guitars
Follow Dave Carroll on:
Twitter: / davecarroll
Facebook: / davecarrollmusic
LinkedIn: / davecarrollmusic
Contact Dave:
Email: [e-mail]
Web: davecarrollmusic.com
Visit UnitedBreaksGuitars.com for case studies and highlights from Dave's speaking tour.

[@davidrobinson6501]

"United's broke guitars before, But they've made some changes. United doesn't break guitars anymore, They just break faces."

[@fancart]

that is a big change :))

[@thenetherone1597]

they REALLY hate people named David don't they?

[@elliottgeer]

Well said brother.

[@jeanthree]

David Robinson now they kill cute bunny rabbits name Simone

[@thenetherone1597]

They killed a rabbit at O Hare?! are they trying to do this? is this fun for them? murder puns? WTF?!

[@pollyh3190]

When United Breaks Guitars went up on youtube I was working at Sears Hardware store. One day the store manager called each employee into his office to view the video on KZbin. Then we had to read a page telling the background to the song Dave wrote. Then we had to sign an employee list that indicated that we had watched the video and understood it. Lastly we had to read a statement from the CEO of Sears Hardware that we were to avoid at all costs treating any customer in anyway like Dave C. Had been treated. I thought it was awesome way to get the point across. After all, one does not expect the boss to invite you to come into the office, sit down in a comfy chair and watch a music v video. LOL.

[@sonsofmaxwell]

Thanks for sharing Polly

[@ChrisPow]

Dave, do you know if United is still using your videos in training their employees? I remember that being a big part of United's message in the aftermath of your initial video's release.

[@albinosicilian]

It doesn't seem like it, does it. Their corporate culture is too ingrained, people need to start losing their jobs so they can wake up...or watch their stock plummet.

[@PAVANZYL]

I teach English to hotel and restaurant students at a technical university in Chile and I also use the video in class to show what happens to you if your sevice is not good and you then deny responsibility.

[@ChrisPow]

PAVANZYL When I read a case study on Dave's experience then watched his video and his written version of the story, I was amazed by how many opportunities United had to make it right. They failed every time. The CEO says that it's never too late to do the right thing, but United's situation isn't going to get better until they change policies to address these issues the right way much earlier.

[@totallywinningprogamer9860]

"If you think it sucks to fly with us, try working here" That's horrifying United. WTF.

[@mgarcia2445]

It's sickening and unbelievable that Dr. Dao paid for a ticket, was allowed to board the plane and then was given a seat. But just because the incompetent United crew realized too late that they didn't have enough seats for their 4 employees, they thought they could just kick people off the plane (a couple was asked to leave) and even beat and drag Dr. Dao off. That's sick. I hope they go out of business. They fully deserve it.

[@hermangre]

FLY THE FRIENDLY SKIES! (In a pig's ass!)

[@cdreid99999]

theyre literally paying TMZ, the NY post etc money to smear this guys reputation. its fucking disgusting

[@tommclachlin8539]

"United breaks guitars" has become "United gives you scars". Now passengers think: "United? We'll take cars!"

[@Trimarkovich]

“I should’ve flown with someone else or gone by car” - Dave Caroll

[@sianne79]

Slight correction: He had every legal right to refuse to get off the plane. He was removed illegally in a situation escalated entirely by United. The flight was not oversold or overbooked and it is impermissible to force a passenger to deplane if they refuse to volunteer.

[@DARGARRETT]

Dude, don't defend United Airlines, they are the worst high quality airline out there.

[@drazz9992]

I agree in your premise. However, it’s not factual. The airline shouldn’t but does have the authority to de board any passenger. And unfortunately they do.

[@M_a_r_ke]

The flight wasn't oversold it was fully sold it's United's fault for not reserving 4 seats for their staff

[@Italktofilthnubs]

Nobody asked

[@thehungrylittlenihilist]

can't believe Oscar Muñoz expects anyone to take his second apology seriously.

[@Zuwie4]

First he says it's the passenger's fault, then one stock report later...

[@jonathangwynne1917]

I can't believe Oscar Muñoz still has a job. The only way the United Board can send the message that this sort of behavior does not represent their company is to fire this guy immediately for gross incompetence.

[@thehungrylittlenihilist]

jerry jah We can criticize him without bringing up irrelevant things like that, man.

[@thehungrylittlenihilist]

jerry jah you originally included a racial slur (don't want to get my own comment reported lol), and I don't see what being a homosexual has to do with anything. Edit: to answer the question you keep asking but isn't showing up for some reason, yes. it's irrelevant.

[@jeannetterook4579]

Especially when they kill bunny Rabbits PS just Greg Gufeld said How does the CEO of United fix the death of Simone the Rabbit

[@hoofmaiden]

United Breaks Guitars song kept running thru my mind since I first heard of the story.

[@retluoc]

I wish I could take credit for this joke (it was a late-night comedian), but due to this incident, United is now offering $10K to give up their seats to employees. Upon hearing this, the pilots both said "We'll take it!"

[@ideaquest]

The CEO's brain needs to be "re-accommodated" with more compassion.

[@spiritual_earthly_insights]

ideaquest Lol! Quite true! Not just the CEO, but the entire company needs that re-accomodation.😜

[@Zeyev]

Thanks. One correction. The doctor was not chosen randomly. That was United's first story but it turns out they apply a formula to determine which passengers rank above or below the others. Some of the criteria are how much the passenger paid for the seat and when the passenger checked in and whether the passenger needs to connect with another United flight. The staff used those criteria to identify the passengers to remove from the plane. There are so many troubling aspects to the story. And let''s not forget that American Airlines ordered a cellist off a plane leaving National Airport last week because the flight crew did not understand the FAA's rules or their own rules about seating the cello in the seat that the cellist had bought. AA did get him on a later flight with a crew that was not ignorant. CNN also did a story on a variety of airlines removing passengers for what does not appear to a valid reason. Is it an epidemic? I don't know.

[@Reziac]

Media got the name wrong; conflated two David Dao's. (I don't have it in front of me but the correct one has a Vietnamese name.) United may have been technically in the right, but they sure went about it wrong. But United has been like this since forever. I occasionally ship air freight, and learned clear back in 1974 that United was to be avoided if you have any choice (and no one in their right mind changes planes in Chicago). It's not so much bad service, as that they're so disorganized that they require two days notice when other airlines require 4 hours. Doesn't surprise me if their right and left hands aren't on speaking terms. Look on the bright side! Without United Airlines, we wouldn't have "United Breaks Guitars" -- one of the best country songs EVER. :D

[@ellenorbjornsdottir1166]

if I was a competing airline with a flight that day to louisville, I would sacrifice a day's wages to buy Dave a seat

[@bicpapermate]

I thought United's policy for who to randomly select was to remove any Muslims first. If no Muslims are found then removal must be based on whose skin was closest to a shade that would indicate a Muslim.

[@JosephJamesScott]

They used a complex algorithm known as pick the minority.

[@EVZYL]

Zeyev: Blah blah blah.

[@brennanhuard966]

My husband just told me that today, a scorpion fell out of an overhead luggage compartment and stung a United Airlines passenger. That is definitely good songwriting material should you change your mind.

[@brandonk1577]

You're the first person I thought of when the news broke. It would be nice to hear you write a song to remind people this is not a one time mistake for United.

[@keithwetlesen9965]

I watched United baggage handlers in Chicago, slam my carry on, down so hard, It put a huge dent in my Apple Computer, that was in a protective case inside my carry on, that had no more room for on the plane.. The screen cracked, and required 800 dollars to fix. They did not pay for it, but they gave me a 500 dollar voucher for my inconvenience. I still have not used it yet. Now I'm worried I'll get my ass kicked if I do.

[@lizbz]

Keith Wetlsen yikes. Well one good thing for me about all this is my refusal to fly that airline again is getting cemented more and more firmly in my mind. NEVER again. Thankfully, Westjet now flies where I normally go! Yay Westjet!

[@qq84]

Yes with that story you aren´t a valuable costumer / self loading cargo.

[@SchuchDesigns]

You should do a "United Breaks Faces" song. It would gets lots of views and wouldn't have to be mean spirited. You could reiterate the points made in this view as a teachable moment not just for United but all companies involved in customer service. People are more likely to pay attention to a witty satire than a monologue.

[@cinderleaves3949]

They should also make "United Murders Dogs"

[@ChrisPow]

Thanks for sharing your thoughts, Dave. In a graduate school class I'm currently taking, we read a case study about "United Breaks Guitars" and have been talking quite a bit about this incident and the one from a couple of weeks ago. Your words in the third video were prescient.

[@ph0t0g1rl]

I was just talking about the guy getting kicked off and I told them I haven't liked them since united breaks guitars came out. 😝✈️❤️

[@liciamacaluso9349]

Me too

[@jeanthree]

Tracy Williams and it's climbing on ITunes again PS I glad he did this song because it was a thorn in United Airlines BUTT.

[@sjpiran]

I've been waiting for you to respond! LOL. I stopped using United after the "breaks guitars" scenario. I wouldn't use United Airlines if they were the last airline on Earth. I'd rather walk or stay at home!

[@nguelda]

Or go by caarrr....... :-)

[@IonIsFalling7217]

Steve- in-Cornwall I would swim before I flew United.

[@toahero5925]

What if it was to save the world?

[@ansiaaa]

or... go by caaaar! cos united breaks guitars

[@Herachanotaku]

As much as I love your songs, and they are why I have not flown United since hearing them, I think this is more impactful than a song would have been. Thank you for being so articulate and respectful on the subject.

[@norman3605]

"...because United breaks your jaw."

[@Boomer1]

I tell you, I work for a company that has over 100 people who fly 2-3 times per month. We were given a directive after this happened, that unless it's life or death, we are not to fly United Airlines again. We do everything we can to avoid United at all costs.

[@promerops]

Good for your company. Fly United (remember the tee-shirt?) - not a stuff!

[@akertyne]

Its happened again Aug 2018 by Air Canada in Halifax. Musician mourns his vintage, handmade guitar stabbed by airport forklift. It's a one-of-a-kind guitar, an instrument so beloved musician Remi Claude Arsenault calls it his "best friend." But the handmade Larrivee met its match with an airport forklift that left gaping stab wounds in the body of the vintage 1978 guitar.

[@kenziebacklin11]

Air Canada left my aunt and my cousins class stranded in Montreal they were heading to Greece for an end of the year field trip and yea my aunt chaperoned

[@penelopemaynard9016]

Dave, you're message is pitch perfect! And I love your songs! I run a small corporation in NYC and I always remind myself & my employees that we are the overhead and the customers are the profit :)! If the customer perceives that he is an enemy or an interruption your biz will sink. The culture of an excellent, happy corporation starts with the boss! God bless and thank you, Penny

[@Shadelio]

United Breaks Passengers.

[@k.m4061]

No its like United break passenger’s spine

[@stevemccann3976]

Good on you Dave. I have ranted on a number of sites covering this story and mentioning they haven't learned since breaking guitars. Will they ever? Time the United CEO stepped down and they put in someone with true compassion.

[@TLfU]

I got really excited to see the notification pop up! Had to think of you when the story broke. So much for United using your videos of your experiences for retraining their staff!

[@Skip_Andrew]

I was looking for someone who could perfectly nail my thoughts on this and man you nailed it. My mom was a faithful flight attendant for United. Having witnessed a good chunk of her 20+ career, I think you nailed it that they really have a soulless and uncaring vibe. So much so that they pushed her out a few years ago with an early retirement offer because of the merger with Continental. I heard similar stories from other employees. It’s a sad world for sure. As for me personally, I’m actually going to be working for Disney ironically in the next few months after graduating college. I’m looking forward to providing genuine and authentic customer service like you mentioned, and hopefully will never have the opportunity to break someone’s guitar :)

[@annaewers8940]

I've heard many things about this, and it's going to have much more impact than United breaking guitars. Not everybody travels with a musical instrument, but everybody who travels expects to get where they are going without incident; nobody buys a ticket with the goal of getting beaten up and kicked off the plane, and nobody would willingly buy a ticket on an airline that might do this to them. When I see what happened to Dr. Dao, it is clear that could have been anyone on that plane, and that could be me if I buy a ticket on a United flight. If United's poor planning causes a problem, their policy is to fix it by inconveniencing or abusing their paying customers. United will have to work very hard to convince people that it is safe to fly on their planes. With their policy of overbooking flights, you would think they would have a method for reserving seats for employees who need to go somewhere. United knows who needs to be where, the employees know where they need to go, why aren't there reserved spots for them on the plane? It is inexcusable to ask a paying customer to leave a plane after they have already boarded because you need to give their seat to an employee. It's pretty obvious, but it needs to be said. Given that there were no other flights available that night, and anyone who volunteered would miss work the next day, they should have upped the ante. My understanding is that they offered only a travel voucher worth $300; that's fine if you're being delayed one hour, but this delay would require waiting until the next day for the next available flight. United did not offer to provide hotel accommodations and meals, they didn't offer to put the customer on a flight with another airline that would get him home at the same time, and the value of what they offered wasn't enough to justify the cost of losing a day of work (or the inconvenience of having to book a hotel or sleep in the airport). If they had offered a free first class ticket, $1000 cash, and a night in a good hotel, I'm sure they would have found a willing volunteer, and maybe people would be lining up to buy tickets on United. It seems this situation ended the way it did in part because the employees didn't have the ability to offer something that would make it worthwhile for a customer to give up their seat, and that really needs to change. It would be a small price to pay compared to the one they're going to pay.

[@liciamacaluso9349]

I don't believe the second apology. And even if United Airlines did change in a big way I would never fly with them. I was wondering how you felt Dave when you heard the news of United Airlines and the passenger they removed. Your story came to mind immediately when I heard. But must say I was not a bit surprised to hear of the horror that poor passenger went through.

[@TomMcLellan1]

Great points! Not only is Disney famous for their customer experience culture and attention to detail, they are 9X more valuable ($180B market value) than United Airlines, and both companies started in the 1920's. "There is no them, only us" is a great long-term perspective.

[@ouel1]

Great video, Dave. I had some issues with United a few years ago and emailed Oscar Munoz to complain. In my email I told him of the easy solutions to the problems I encountered. Oscar wrote back and was apologetic. This was a step in the right direction. Alan

[@michaelbruce5415]

Your observations about customer care are spot on - it is not just a slogan, but an entire cultural approach within every organisation. I could not believe that the UA CEO had tried to blame the passenger for this incident.

[@SSFilms365]

Great video Dave, I hope you write some new song, it's always great to hear music from you!!

[@phillmcintyre9074]

I sided with them last week on the dress issue but am appalled by this latest incident. I feel these issues should be resolved before boarding. After a person is seated there should be no changes. I have a daughter who has heightened anxiety about flying. If she had been on that plane she would have been totally overwhelmed. This is unacceptable. and I hope he sews for tons. I also think the other passengers should file a class action suit for trauma. I for one will never fly United ever again as long as I live.

[@Amcsae]

What's 'the dress issue'?

[@eliezerfrazer7892]

I wood love to never fly with united but that is the only airline that fly at are airport but if i get a chance i will take a different airline

[@11jazzygd11]

Mr. Carroll ... "Thank you very much for your video, and by all means keep your song writing options open!"

[@thatocelot879]

I flew United a few weeks ago and none of the employees seemed like they actually wanted to be there. It's a shame that if you are a frequent flyer in a Star Alliance member (Lufthansa, Air Canada, Turkish Airlines, Air New Zealand, Singapore Airlines, Thai Airways, etc.) that you have to either book the US domestic flight separately or deal with United's crap.

[@crpkvl]

You say the Doctor should have just gotten off the plane. Why has no one asked this...when he said he was a doctor that needed to see patients on Monday, why didn't they just ask someone else?? I love your songs and I'm watching this one as I write. I can't wait to hear your new song. Keep up the great work!

[@scottadler]

Let me add that this guy REALLY changes my lifelong impression of country musicians!

[@KayCeeTX21]

I shared your video when all this went down. You were the first person I thought of. United Airlines has been breaking guitars and faces and spirits for a very long time. I'm glad you are speaking out. This is a real issue and it's frightening.

[@rmwright11221979]

You should do it. You got two new guitars after you released the three tracks. It's high time United starts treating the customers right.

[@herculepoirot7734]

Lyrics for a new song: Arrrrggghhhh Help me help me I have to go home I have to go home I have to go home Just kill me I have to go home Kill me! I have to go home

[@fpsfreak4079]

Hercule Poirot lol nicr.

[@Kiss_My_Aspergers]

I'm hearing it in a death metal growl

[@jakshar]

Dave you are magic love the final bit. But in all seriousness what you said is spot on

[@thejokerspeaks]

I got about half a million views at the time, making a mashup video with their commercial and footage of Dr. David Dao, and am just now hearing your original guitar song. I have a special spot for Vietnamese who are dedicated to commitment and honor, so this really pissed me off. We had a neighbor in the 90's that patched up our roof after a light tornado pulled shingles off both our houses. When my wife fell down the damp steps of a cruise ship, it wasn't that cruise line that helped us get to a doctor, a fellow passenger named Duc.

[@PentaconSixExpert]

Dave That was great. Thanks for posting on this incident, and so promptly. I also appreciate your sense of humour. On one of the international satellite news channels, their report on this incident two or 3 days ago referred back to your experience and showed a few key seconds of your first United Breaks Guitars video. Trevor

[@davidbell6064]

I'm late to the comment party here, but far from late to the "Won't do business with United Airlines" party. I walked away from United in the 1990's and I have never gone back. I applaud your work Mr. Carroll.

[@natedg88us]

awesome, thanks for sharing your thoughts

[@thosyoung373]

Thank you, Dave, for being our voice! I, for one, am tired of United's 1800-pound gorilla attitude. United, being better? Using more armed guards? Beating more effectively?

[@arnoldnellis6120]

hilarious bit there at the end! kind of a veiled almost threat that you might reconsider if another bad incident occurs on united. I hope you never feel the need to follow through cause your talent and wit are lethal!

[@IonIsFalling7217]

United needs to go out of business. Breaking guitars, making passengers sit in pools of other people's vomit, now breaking faces.... I would sooner walk to my destination than fly United.

[@Headlock123456789]

I love how you put the tune of United Breaks Guitars at the end there. XD Nice touch!

[@marytoy755]

United needs to read its own contract of carriage. They violated their own contract. They're idiots. They've treated me badly, they've broken my stuff, United has a culture of complete disregard of everyone and everything - even their own contract with their own passengers.

[@numbr6]

Not hurting the company enough. CEO should resign!!!

[@MarttiSuomivuori]

It is hard to up the ones you did already. Well played (and sung) Sir.

[@lowelllysinger]

You guys are very talented, the songs are catchy and your videos are incredibly fun. I would bet that a good percentage of the people asking you to make a song four came here because they enjoyed your work and would like to hear you perform. Even if you don't do another United Video, more videos would be appreciated :)

[@Gnekdjidkdbbdd]

Thanks a lot 🙏🏻

[@TLfU]

Dooooooooo it! Sombrero and all! :D

[@faithpon9324]

Love it! Fantastic response!

[@PatriciaWalton]

Dave I was following videos on youtube about this incident when it brought me to your songs about United breaks guitars. I love the second song it has the most meaning really, as customer service for some is as you described in the video! So I reposted all the videos on Mr. Dao on my facebook page, then I followed up posting all three of your songs as well. I found it disgusting actually that United could not make different plans for those employees, whom did not work that day. And to be honest I would love it if you would write a song about this incident as I would be among the first to support your efforts. Thank you, hope you will reconsider.

[@geminiguy9546]

They went from breaking guitars to breaking passengers! Love your music Dave, and I hope you reconsider a song!

[@HFXmermaid]

well said!

[@phy6er956]

I knew you would respond to that!!!! plz make a song

[@gregboyington4214]

Good comments....very articulate gentleman.

[@lapdawg60]

Right on, Dave.

[@wmlin1]

Here you are.👏👏👏👏

[@MegaGuitarpicker]

I have had an experience with the Postal Service loosing a package that needs a song written about it. Major hassle with a partial refund. Even had the Postmaster General involved. Very disrespectful.

[@holythirteenx1]

You know, you can make the argument that Dao was an unruly customer who broke his agreement, but the break-his-face-ask-questions-later policy just doesn't work. I can't believe this was the best option to deal with the situation, it's surreal. United considers this a better option than getting their stuff together an hour earlier, and not letting people on just to drag them off through the tiny aisles as winners of the bumfuck lottery. More than one person has noticed a slight but critical flaw in an otherwise excellent and cost-saving booking policy. And they still had better options here, they just chose not to try them. Imagine if it was a woman refusing to leave, I doubt they would have knocked her teeth out. How about a paraplegic clinging to his seat because he has to get back to his pets or something? Like Jesus, were people completely aware they were agreeing to fly in a tiny pocket of communist Russia? Perhaps run that video next to the little box that you check that permits them to do this to you, United, it would clear up this whole mess. And I can't believe they tried to go with that "Sorry not sorry" bs. "Sure it looks bad but it saves us a lot of money, so tough luck to the old dude who thought we wouldn't kick his ass."

[@albinosicilian]

I'm glad you did this follow-up. I tell people about your first video all the time and have played it for many, I agree, apologies need to be authentic. Second, re-apologies are not and I think we all saw through his attempt to get it right. Oscar Munoz needs to be replaced, maybe their entire management team needs to be changed. Bring in people from airlines that don't view their customers as prisoners.

[@carolraffilido5217]

I've been humming United Breaks Guitars for three days Dave- XOXOX How about a song about karmic return

[@4catsnow]

Commercial aviation today....After clearing the grope-a-thon at the terminal check in....then boarding one of these winged subway cars.... then the REAL adventure begins...

[@thethomasbuilderrblx6273]

UNITED BREAKS GUITARS 4: FACE EDITION

[@Sparks52]

It's worse than originally portrayed by United's spin meisters. The plane had already been boarded and the issue was not being oversold, but wanting to deadhead crew to another airport because they failed to properly manage the logistics of crew being where they needed to be to staff airplanes. This isn't rocket science, it's a well-known logistics linear programming problem with well-known automated solutions, the same as for getting a fleets of cargo trucks, railroad freight cars and engines, or cargo ships in the right places at the right time. It was perfected during WWII by the U.S. to orchestrate and maximize throughput of the massive amounts of men and materiel to support the war with limited trucks, trains, ships and planes. United violated numerous rules, either FAA or CAB, with what they did and how they went about it, all to save a few bucks deadheading crew members to another airport.

[@nancypine9952]

Janis Ian said she never flies with them (I suspect there's another broken guitar story there), even if it means she has to take a longer route or spend more money. She hates them that much.

[@user-nasanato]

very good

[@SarahIsAFishy]

I have not ridden united airlines or any airplane, mostly due to a massive fear. But I just found out about this, and it was terrible the more and more I find out about United the more and more I wonder how they even are still here. I do feel better for all those people, plus your songs are nice, anyways I hope your gutairs are better soon! They shouldn't be breaking anyone or hurting anyone But that's just what I say about it I forgot the rest, but you are a cool person from what I can tell c:

[@chesterfeildsofa]

dude you are just fantastic. I love the Mickey glove.

[@Liserhoops]

And the shark sombrero.

[@landongere7091]

You just don't mess with a Dave. EVER!!!!!😂

[@tacomate7745]

Sep 9 2017 nothing has changed my electric acoustic Jay guitar was snapped by the neck, United has been avoiding me after I made the clam that same night.

[@thealextrifier]

Hey uh...remind me not to fly united airlines this year

[@chrismarco17]

The Alextrifier This year? Try forever and for all time!

[@jp_ministries8354]

They need to fire the CEO in charge and bring someone in with the right mentality.

[@retluoc]

Bye bye United, that's the problem with people who have too much power...no one "learns"...stop overbooking flights, and if you do, don't victimize your passengers. I hope United goes down and goes down HARD...they need to be made an example.

[@cdreid99999]

they didnt even overbook.. an employee wanted to take the flight so they booted a customer..

[@againstthegrainwoodworking]

Write the song, Dave! We all want to hear the song Dave! Write the song Dave!

[@Farmuhan]

make a song for him please~

[@adamlassiter1296]

The sombrero fucking got me man lol. Love your music bro, hope your doing well.

[@frodobaggins629]

Thank you for this, Mr. Carroll. I tweeted at you yesterday asking your opinion but this covers it better than any 140 characters. I wanted to add that a certain reporter tweeted a picture of here desk, with paperwork on Dr. Dao's background, as if she was getting ready for a hatchet job, and ended up deleting the tweet ( evidence! ) after a huge backlash, but then doubling down saying that it "Wasn't what it appeared to be". I know that not every American will agree with me, but this, with United's treatment of that man who had prepaid for a ticket, and then the SAVAGE beating of his reputation by every news outlet has convinced me that we need more power as citizens to Regulate these big corporations. I'm sure that the hit pieces on Dr. Dao had nothing to do with United trying to cover it's ass after his accidental celebrity, but I believe Dr. Dao, and any other VICTIM ( cause that's what he is! ) should never have to face a smear campaign and have their past history as an expose on the nightly news while United and the Chicago PD aren't mentioned beyond that day's sad events, and I also believe that United ( and other airlines like them ) might lose the "Fuck them, we got their money" attitude if they BY LAW, had to refund the customer, in FULL, in CASH, for the value of their ticket when they purchased it, or the value for the same flight NOW, whichever is greater. Corporations only seem to care about customer service when it empties their pocketbook.

[@gregorya72]

Oh, no fun. :). Perhaps a short special cut of United Breaks Guitars #3?

[@MWGrossmann]

How many "apology" do-overs do they get before any of us believe a single word? Haven't flown with UALfor a couple of decades but I'd really love to hear some more from you & Don & the band. Stay well.

[@jrreed7984]

WAS JUST ABOUT TO MESSAGE YOU IF YOU WERE GONNA DO A SONG!

[@Trimarkovich]

I was in the airport when this was happening ON THE NEWS ALL AROUND THE AIRPORT and I was in Newark Terminal 3 (major United hub) flying United Airlines. I remember literally everyone in the airport being kind of horrified (rightfully so) because everyone there was about to fly United.

[@iztheterrible]

Yes ,united breaks guitars , and doctors noses. and there are some other implications to the latest united fau pas. 1) united Airlines demanded that the passenger be taken off the plane when the plane actually was not over booked. there were reportedly 4 extra crew that needed to be taxied to another airport. that's not overbooked. united bumped them for their need to, in a last minute arrangement, to move a flight crew around. basically they kicked a passenger and his wife off for United's own problems. could u imagine how that extra crew felt when they took the bloody seat?2) united did not beat up the passenger. the cops did instead. it can be argued that united SWATed the passengers, and it truly wasn't directly United Airlines fault for the brutality of the situation. that's a topic in itself. 3) the police brutalized the doctor and scared , and sickened most everyone on the plane. there is a big elephant in the room right there. everyone is pissed at the airline , but the media is virtually ignoring the fact that criminal, police brutality was used without any hesitation or pause. it got caught on camera that the cops, went in there like they were subduing a bank robber. this is an entirely valuable discussion on its own. we r in a police state. and our citizens r getting pushed over the edge about it. in a society where we must pretty much raise our kids without much physical discipline, or the parents get in trouble, and adults can potentially get arrested for merely pushing someone during an argument, the cops can pull out all the stops and actually maim or kill citizens for simply being normal, or being in the wrong place at the wrong time. who would ever think of handling disputes by tazing noncriminal citizens , or children, and handling nonviolent situations with utter brutality? well the cops seem to do it with abandon, and to all ages of citizens now. it's getting captured by cameras everywhere across our country. the horror that you feel when you see a guardian abuse a naughty child, is similar to the horror that we feel when a law enforcement officer brutalizes an adult citizen who did not present in a violent manner to the officer , but merely created an annoyance to them. the police have been trained to use overwhelming force on anyone, and if there is no video proof, then police can make up any story they want. 4) the perfect storm of someone calling , or SWATing the police on a nonviolent citizen, when the person or business is standing on shaky legal ground , and the citizen knows it. if the cop is brutal , then the perfect storm hits and everything goes to hell. in this instance, it seems like the cops came in and basically didn't give a rats ass about the particular details of the situation. its as if the police were the airlines little boys to do their beck and call. there might be another entire discussion here. how many times have you seen or heard of people calling the cops on someone, just because they were mad at them or hated their neighbor? that's a crime in itself. Could United Airlines be criminally making these calls to unboard passengers with potentially lifethreaten police intervention? it seemed , at first glance, like the police took United at its word, and that the passenger was acting illegally. However, if the passenger had a valid arguement and was actually in the right, such as the plane was not truly overbooked, and they just wanted their friends or coworkers to squeeze in the flight for their own convenience, could United be actually prosecuted for illegally calling the police on this doctor, who seemed to know his rights? so many questions and discussions on how to prevent this horrible crime against this citizen. and its another example of how big companies along with govt and police, push the hard working , tax burdened , little guys around, and of causing great harm and humiliation, if we get out of step just a little bit.

[@drichardhalifax]

Nice touch with the Sombrero at the end:) Wouldn't surprise me if the president of United accuses Dave Carroll of racism:)

[@measl]

*The saddest thing about this, is that I was a commuter via United from the early 1980s through the end of the decade: I flew United between 10 and 20 times **_per week,_** for almost a decade, and had nothing but great things to say about them (at the time, my major complaint was American - the United Airlines Future Employees Starter School). To be honest, I would breathe a sigh of total **_relief_** when I would get a ticket with "United"! Now, fortunately, I don't fly at all, but if I did, I don't know that I wouldn't be a candidate for long term incarceration: when I see what has happened to the airline industry, it's like looking at a lesson in how to most effectively create a public hazard. United chose to go down the path first blazed by Top Wop Airlines. Pity too.*

[@TheGooseNibble]

Back in 2007 I was on vacation and I got word my sister had passed away. I called to United to change my flight to an earlier flight and they charged me $100 to do that. Since that time I personally have not booked a flight with United. I have flown for work thru them but not my choice.

[@ProfessorFate]

In my job I travel with a large firm that uses an internet based travel reservation program. When I need to go somewhere, I email the particulars to an admin and receive an e-ticket a few hours later. Back when United broke Mr. Carroll’s guitar I posted a “no united flights” in the special requirements section of the travel software. And, I have not been on a united flight in over 15 years. Problem, at least for me, solved.

[@StrangeLittleGarden]

"Mickey Mouse with an atomic elbow to the forehead!" OMG! quote of the year! XD

[@drbsmith1304]

DAVE!! Colton Read needs your help! Colton Read is with Erik Espinosa. March 30 at 12:12 PM So last week I went to McAllen on a trip for State Independent Living Council im on. When I was flying back on Saturday I had a horrible experience. I had a layover in Houston. The trip to Houston from McAllen went great. The flight attendant and captains on that flight were absolute professionals. When I got to Houston I was told my flight was delayed like two hours. I get to my gate at 9:05 and at 9:07 they announced that our flight was moved to back to the original time. So we had to board in 3 min. I told the ticket counter gentleman that I had to board first due to me needing the aisle chair. He told me to go down the jet way and someone will help me. I go down and no one was there to help me. Then all of the sudden the whole flight was behind me waiting to board the plane. The flight attendant told me I needed to move and let people board. I told them I was suppose to get on first because the aisle chair could hit people and hurt them. But then I moved like they said but the people behind me said they were going to wait until I was boarded. After waiting 5 more minutes with no one coming to help me get into the aisle chair, the gentleman offered his first class seat in the front row for my service dog and me. So to move things along I had to get on the ground and crawl on the ground to the seat. Then 3 men finally came to move my chair, they would not listen to me on how to move my chair. They pulled on some of the levers and got things misaligned, broke a little wheel off my chair all of which could have been prevented if they listened to me. When everyone was boarded there was an extra first class seat avaliable. I told the flight attendant that the guy that gave me his seat, should get to move back up to the empty seat. They said no they can't do that. Later someone else allowed him to move up. But to say no to move him up when he was in the back because of their mess up is wrong. When I got to Midland, I guess Midland police was called about a belligerent passanger (me) and a officer was on the jet way waiting. After everyone unloaded a luggage worker came up and said they only had females working and could not lift my chair so I needed to go down to the side of the plane to get my chair. I told them no and that they had personal protection equipment for them and it would not be safe for me to go down there, especially with my service dog. Well we compromised and they made me use a airport wheelchair to go to baggage claim to get my chair. As I was being pushed to baggage claim the police officer is following close behind. When I get to baggage claim i was informed that they couldn't get the door open for baggage so my chair was stuck. They said they might have to work something out so I could go home without my chair. I said I wasn't going to leave with out my chair. The police officer said I would have to leave. Well it's not like I was going to grow legs so I don't know how he was going to make me leave without my chair. When I got my chair my handles and levers were bent and I lost a small wheel. In short my chair was beat up. Then when I called United on Tuesday I was told they don't take complaints over the phone anymore. I had to submit a complaint online so they could investigate the situation and get their flight attendants side of the story before talking to me. To me that sounds like they are trying to get their ducks in a row and come up with a story to cover their own butt before actually talking to me. I have never felt so embarrassed to have to crawl into a plane and then have a police officer following me like I was some trouble maker. Feel free to share!!!! I've created a Twitter as many have suggested @read_colton Instagram cjread21

[@makeitwithpam2795]

😲 "United Breaks Wheelchairs"!

[@chrismarco17]

5:32 "Enter dramatic sombrero to Jaws theme"

[@kakalibiswas4610]

I got to know abt u guys frm the book by "Prakash Iyer" as "the secret of leadership"...

[@chimerafireclaw7822]

i love all the songs about united broke guitars

[@JJMALLETT1]

"oh united gives you scars!"