Normal “great service” by United Airlines led to a damaged luggage and despite repeated request for compensation, the customer was left holding the bag (read the story). So after a year of getting nowhere with United, Dave Carroll did what he knows best. He wrote a song about his experience. Then he made a video and posted it on YouTube.
Within hours the story got picked by the traditional media. That got United’s attention. A year after the incident, United agreed to compensate for damage. While the damaged luggage might be compensated for, United’s reputation has been damaged. But then again, that reputation, due to lack of customer service, was damaged a long time ago.