In 2009, I wrote an article about how United Airlines broke a singer’s guitar by mishandling his baggage and refused to pay for the damage. He wrote a song about it and it went viral, causing United to reverse its decision and a public relations nightmare for the company. Normally customer dissatisfaction of that magnitude should cause financial hardship to a company unless they change their policies.

Apparently United Airlines has not learned its lesson from its very public fiasco where it damaged a passenger’s guitar (See United Breaks Guitars) and refused to accept culpability. A new, more troubling story has emerged about United Airlines losing a 10 year old girl who was using an ‘Unaccompanied Minor Service” offered by the airline for an extra $99.00. The girl was finally found and delivered to her destination but without her luggage, which arrived 3 days later. But not without putting her parents through hell.

It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.

In this blog, I have written about how important social media is and examples of how companies have been publicly embarrassed by some of their actions (Pepsico, United, and BP). This post highlights 37 bad mistakes made by corporations since 2004, the problem they created and the impact on them.

United Airlines is in the news again. After the fiasco with United Breaks Guitars, a video that went viral on Youtube about a damaged guitar, United lost a passenger’s luggage and even after 6 weeks, refused to refund the $25.00 baggage fee they charged. The passenger filed a small claims complaint in a US court. He also wrote about it in Yahoo Finance.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me