Bookmarks: Some stuff to read on the internet - United Breaks Guitars

Music can sometimes change the world. Less often, it can make corporations admit their mistakes, as happened when United Breaks Guitars took Sons Of Maxwell's complaints about United Airlines to five million viewers. (Worth remembering that a letter to Esther Rantzen would have got a larger audience in the 1970s.)

Today, Christopher Elliott asks Barbara Higgins, United vice president of customer contact centers, what it feels like to be on the receiving end of a musical consumer campaign:

As Mr. Carroll has said directly, the agent he encountered is a great employee, unflappable and acted in the interests of the United policies she represented, and we couldn’t agree more. But in all candor, Mr. Carrroll has made his point, we have incorporated the experience into our training.

How, exactly, would a video like this be incorporated into training?

It will provide all of us — regardless of where we work or in which department — with an example of how we can be more empathetic to our guests when situations suggest we should. In our business, how we conduct ourselves is important, and our employees understand that treating each other and our guests in a courteous and respectful manner is a vital part of running a good airline.

United ground CSS

CSS had been due to play Lollapalooza this weekend, but didn't. Their set fell foul of the airlines; habits of selling more seats than they actually have, in the hope that people won't turn up - something that in most industries would be fraudulent.

The band posted the story to MySpace, and was copied to Music Slut:

*Well, folks. Wanna read a story? This is how things happened: A couple of weeks ago we finished the first part of the crazy SUMMER FESTIVAL TOURS. So we were happy we were having some days off, yay! But we had to get our working visas for USA, so instead of going home, we went to Lisbon to get our visas issued. We statyed a couple of days in sunny Lisbon (yummy Lisbon), got the papers, rested for four days and came to US.

Yesterday we played our NYC gig, which by the way was very very very fun. The crew and a part of the band headed right after the show to Chicago with the bus (which didn't have enough room for everybody) and the rest of us went stayed one more night in NYC. We had a flight to Chicago eleven in the morning of the next day (aka today). So we woke up very early, got an expensive taxi to the LaGuardia airport, checked in almost three hours before the flight and GUESS WHAT?

United Airlines oversold the flight and... and... they're very sorry cuz there's no other way for us to go to Chicago and play our gig! And they're also VERY SORRY cuz our luggages went to Chicago. And they're very sorry they ain't paying for our hotels here in NYC today, our cab, our fucking dignity. And by the way, they were the ASSHOLEST people I ever saw in my life. They treated us like shit. FUCK UNITED AIRLINES BIG TIME. BIG TIME. ASSHOLES. ARSE-HOLES.

NOW WHERE'S MY FUCKING CASE? SHIT.
We're so sorry. And pissed.
Love. And hate.
CSS.*

We've still yet to have it convincingly explained to us how airlines are able to sell something they've already sold to someone else - we have heard vague explanations that it's in someway important to maintain their ability to keep flying, but presumably they could use the same argument if they started pickpocketing customers queuing up to check in.