A sad tale that is only too common these days. Large faceless corporations faced with the need to cut costs also cut service and quality to the detriment of all customers.
Like another famous store motto - its all about "Rolling back Prices' never about 'Rolling up Quality'

Posted By George Dyson on July 9, 2009, 11:18 AM

Great way to get his message out. I think he's a great singer too. Reminds me of a young Marty Robbins.

Posted By John Chadwell on July 9, 2009, 12:07 PM

Great song with meaning.

Posted By Darrell Symonds on July 9, 2009, 12:51 PM

What's with the stereotyped Mexican characters?

Posted By Alan on July 9, 2009, 1:29 PM

Sons of Maxwell your Country Video song United breaks Guitars on Youtube is awesome. Great sound and meaningful lyrics.

Posted By AWord on July 9, 2009, 1:37 PM

What's saddest of all is that it takes this kind of public embarrassment for a large company to do the right thing. How much better would it have been for them to do it right in the first place.

Posted By Mary on July 9, 2009, 2:17 PM

Two summers ago I flew to Colorado and had to pack my expensive perfume, make-up and hair products because of the ban on liquids. I put them all in a gallon size plastic back in my checked bag. When I arrived in Colorado Springs and opened my bag, the plastic bag and all of it's contents (valued around $300) was gone. The airline, US Airways, said they weren't responsible, "it could have been anyone". You can't travel with anything of value for fear of it being stolen or broken.

Posted By Sarah on July 9, 2009, 2:38 PM

Would've been humorous if they'd have left out the racist images of Mexicans

Posted By Jeff Colorado on July 9, 2009, 2:44 PM

I have flown United before round trip.

I too will try to avoid them at all costs next time I fly. Friendliness and customer service are serious areas for improvement for them.

Posted By Kristin on July 9, 2009, 2:55 PM

Great singers, and the lyrics frequent flyers can all relate to. Can't wait to see the next video.

United should be ashamed.

Posted By roberta on July 9, 2009, 3:11 PM

It is a sad day when airlines are allowed to take our money and treat us like jerks. They break your stuff, steal your stuff and act like they have done you a favor. Luggage is expendable. If they break a wheel it did it's job. Get a new one. Guitar cases for the most part are rugged and do their job. No one can counter the attack of a disgruntled employee taking his frustrations out on a guitar. They take no responsibility for theft because the managers are not about to go into the belly of the beast (especially in Chicago) and work on straightening out the corrupt politic of that side of the airline industry. How come you are treated like a king on Virgin but the US Airlines suck? As far as anyone being upset over a stereotypical image... Get over yourself and relax. Comedy is not pretty and if that upsets you don't leave the house.

Posted By Bob on July 9, 2009, 4:20 PM

I am amazed that United didn't sue HIM! after all, his song claims they break guitarS, and they only broke ONE guitar. He is one lucky musician, that's all I can say!

Posted By bob on July 9, 2009, 6:16 PM

(1) Great video
(2) These guys are Canadians, Canadians don't stereo type Mexicans as insulting.
(3) United Airlines has been embarrassed by a small folk band (Sons of Maxwell)and been applauded by the whole world, I don't think it would be wise to sue these guys. I think Micheal Moore can contest to that.

Posted By Todd on July 9, 2009, 7:13 PM

You should see what they do to golf clubs!

Posted By Kathleen on July 10, 2009, 5:18 PM

I just flew Delta from Frankfurt, Germany to Sarasota, Florida. I had purchased some apple brandy in France, packed it well in foam and inside a shipping case. While at the baggage belt in Sarasota, I smelled the wonderful aroma of apple brandy. When the shipping case came around, guess what was dripping from it? To have it come from Europe only to lose it in Florida, what a crime. Delta said, "it happens- not our fault." I sympathize with Dave and his broken guitar.

Posted By Dennis E on July 13, 2009, 12:04 PM

I think the video is great as is the singing. What a creative way to handle the problem... modern technology is a kick aint it???

I do not think there is a Mexican stereotype though. If the back up singers were not in somberos they would not be identified as being from Mexico but that is the sound/feel the musician is going for, that Marty Robbins south west Old El Paso sound. Muscians all over the southwest sing in somberos with the black outfits and it is not racist. If these had been native Mexicans in their own clothes instead of his friends would it have been racist? Lighten up, it is like going to a Mexican restaurant in the north east and seeing servers in traditional mexican clothing... they are just trying to show you what the theme is!

Lesson learned for all...Shipping important items or vacation purchases is obviously the best way if you cannot take it as carry on luggage!

Posted By K.M. on July 13, 2009, 1:13 PM

My group is forced to fly nationally and internatually all the time. We have to fight with the crew to hand carry our insturments and don't dare let them put them in baggage. He's right. They will deny that they did the damage and use any excuse to avoid taking responsibiliy for their disrespectful and lazy baggage carriers who have destroyed several of our insturments both here and overseas. One of my guitars was dismantled by customs looking for God knows what (come on at our age the only pills we take are for our heart and sugar). It was destroyed, could not be repaired and I ended up giving it to the Bill Haley museam in Germany. A very expensive Keyboard was totally pierced through by something while in an approved flight case in the baggage handler's care and we were told it wasn't their fault. The list goes on and on. In the 40 years+ that we've been flying around the world I think I could retire with the money we've spent replaceing insturments they've ruined.P.S. One of my musicians who's parents are both Mexican thought the vidio was a riot. Chill all you white liberals who think there's something wrong with taking pride in you national dress or next time I see a movie about the mafia I may have to send my cousin Vito over to beat you with an Italian sausage. Leonardo Longo "Bill Haley's Comets"

Posted By Lenny Longo on July 13, 2009, 5:44 PM

Northwest breaks curling irons.

Posted By Rachel on July 13, 2009, 6:00 PM

If you can't live without it or if it can be broken, or is stealable then don't put it in a checked bag or check it in with any airline!

Posted By Rich on July 13, 2009, 6:11 PM

Great song! Even when airlines charge you extra to check a bag, they feel they are not responsible. I try to fly some of the European Airlines that still give courteous, careful service but with the inter-airline agreements am still subjected to American airline indifference when they lose or one of their employees steals your items. It has happened to me twice and I was and am still being given the run around as I try to recover an Ipod and camera that was lifted from my bag. And you are not even allowed to lock the bag so there is no protection.

Posted By MK on July 14, 2009, 12:38 PM

United used to be my #1 airline. I had their credit card, Red Carpet Club membership, the works. Then I needed to use miles for an international flight when my daughter, who was studying abroad, needed emergency surgery in Europe. United had a plane leaving LAX within 4 hrs. and empty seats, but they refused to allow me to use miles, insisting that I buy an economy-class ticket for more than $2,300. Not even United management would make an exception. I flew another airline that day---and I continue to do so!

Posted By J Anderson on July 14, 2009, 7:22 PM

United needs to pay Dave Carroll for the damage to his guitar. Also, no stereotyping here - Just a GREAT video!! Your band is awesome!

Posted By Vicki on July 15, 2009, 8:25 PM

Well anyone that know me knows how much I LOVE (ha ha ha ) United airlines. I will Fly in any airline around, including China Air, to avoid having to subject myself to their insults. Why, well let me tell you why. I was on an Around the world fright from Singapore, to Bangkok, to Amsterdam, to New Jersey, to Boston, San Francisco, Japan, then back to Singapore all in 9 days.

Well I had purchased Business Class tickets for myself and my family and we were successful in flying Business Class from Singapore to New Jersey, where they lost our luggage for 3 days. (Never did catch up with us).
When we on the back leg of the flights on our way back to Singapore, United told me I did not have a reservation for myself. The remainder of my family had reservations, but not yours truly. It seems that since my Son and I have the same First and Last name, they cancelled my reservation. Well after an hour of arguing, they finally gave me a ticket in coach. So I had paid for Business Class and sat in coach for 24 hours from Boston to Singapore. I when I complained to United resources, I received the standard, OT MY JOB MAN response. Finally after many heated calls with VP’s, they finally sent us two free Business Tickets that could be used to go anywhere in the world. The problem was that they expired two days before they arrived at my office. Needless to say “DON’T Fly the UN-Friendly Sky’s with United”

True Story

Posted By dick on July 16, 2009, 12:54 AM

Love that video!!! But quite right, why do so many of these big corporates think they can treat you like crap and get away with it. (Bank of America, I hope your ears are burning). We're just the paying customers, what do we matter? Also reminded me of the time Lufthansa lost our suitcase (on a non-stop between London and Munich -good going, guys) and when we went to report it, the delightful Fraulein looked at us with disdain and said - I kid you not - 'Vy are you so upset? Ve lose dozens of cases every day'.
Oh, that's OK then. Good to know you weren't just picking on us.
(With apologies to those liberals about the stereotypical German accent).
Sad that so many people suffer from TSOHF (Terminal Sense Of Humor Failure) isn't it!

Posted By Elaine on July 16, 2009, 4:37 PM

At last someone has taken on United! They seem to have dropped from an airline with great customer service to one who could care less! Now there are 'taken to task' by a dissatisfied customer and begging for forgiveness. Too late..unfortunately. There is a 'lessons learned' here for any business. Don't ignore your customers in these difficult economic times. It just might come back to haunt you.

Posted By Ellen on July 20, 2009, 1:37 PM

Hurray - one for the little guy

BIG plus ---
the guy has a marvelous voice - and records out????

Posted By Sydney on July 20, 2009, 2:01 PM

fantastic: songwriter performer(s) in their folksy and very talented way...sure socks it to United!! really professional and in its own way, understated! Let's their 'audience' see very loveable and believable people tell their side of the story!!

Posted By billiedove on July 20, 2009, 4:51 PM

Mr. Carroll's troubles remind me of when my husband and I flew to Paris on United in 2000. As we waited for our luggage to come around the rolling thingy, I saw a large clear plastic bag, tied in a big knot at the top, headed towards me. I could see some of my clothes through the plastic, but I didn't have to look through the plastic to see one of my necklaces because it was dangling out through a hole in the side of the bag. All I could say was "MY STUFF!! MY STUFF!!" And not even in French. Also in the bag were some of the things that had been in a newly purchased suitcase when we left Sacramento. The funniest (NOW it's funny) casualty was a brand new, never-been-worn pair of pants. Both legs were tattered at the hem so they looked like something Peter Pan would wear. The not-so-new umbrella now had its wooden handle sawed off at an angle (I still use it anyway); the curling iron would never curl again, and my nightgown looked like it had been used for target practice.

We found a United representative in baggage claim who, if I remember, wasn't particularly surprised, and gave me some forms to fill out at my leisure. I do remember getting a sympathetic look and a kind word from a lady behind the Scandinavia airlines counter.

When we got to our first stop for the night, my husband took photos of all MY STUFF!! laid out on the bed so we could file a proper claim when we got home a month later.

United did pay our claim two months after sending it in with the photos, but they never acknowledged our question about what might have happened, and I never saw the suitcase again, so we have our own ideas. My husband thinks the suitcase fell off the little trailer on its way to the cargo section of the airplane and then someone ran over it. I think the suitcase fell out of the plane from 30,000 feet.

I try not to fly United anymore.

Posted By Barbara on July 20, 2009, 7:39 PM

I have flown United on several long distance flights - 12hrs + but only because I had to. The service reflects how United has treated it's staff over the years. How can we expect to be treated by persons who have had their pensions stolen and are working long past what they had ever expected to. They had their dignity stolen and we get the fallout!!!

Posted By Jim on July 20, 2009, 10:32 PM

THEY STILL OWE ME $600 FOR USELESS COUPONS SENT ME BECAUSE THEY CANCELLED A FLIGHT TO HKG DUE TO THE PILOT NEEDING MORE SLEEP--UNDERSTAFFED OF COURSE. THE COUPONS COULD NOT BE USED SINCE UAL REQUIRED ALL FLIGHTS BE UAL WHEN IN FACT THE DON'T EVEN FLY OUT OF ATHENS (OUR RETURN CITY) AFTER A CRUISE. THIS WAS PREPOSTEROUS! THE CEO NEVER RESPONDED EITHER BUT IS MAKING MILLIONS. UNBELIEVABLE! THEY WILL HEAR FROM ME AGAIN.

Posted By KITCAT on July 24, 2009, 8:05 PM

This is a brilliant (not to mention talented) way to get your message out there for all to hear! Maybe the "right" people at United will see this and do you right. Or better yet...maybe you'll get a big record deal out of it! You are extremely talented and you write and play brilliantly! Good Luck with all! I really enjoyed this!

Posted By Patte on July 26, 2009, 1:41 PM

Thanks! We have all experienced this lack of customer service and accountability from airlines, especially United. I'm sure you spent hours trying to get this resolved, resulting only in frustration! Thanks for coming up with a creative way to get their attention. Imagine if they'd only done the right thing in the first place. I guess shaming them in front of almost a half of million people, finally got some results.

Posted By world traveler on July 28, 2009, 1:47 AM

Totally agree! Whatever happened to customer service?!?! The last flight I was on with United Airlines (one week ago) the customers were expected to close the overhead bins themselves! Meals are off the menu, unless you want to pay for a small sandwich, but you are welcome to stale pretzels!

Posted By j9 on July 28, 2009, 11:54 AM

My transportation to/from my local airports usually costs more than the flights. The airPORTs handle the luggage to/from the planes. Unless we're willing to PAY for service, we shouldn't expect it. IN THE INSTANCE where extra payment is made for the flight or the luggage, then I do agree - more accountability from the airPORTS is needed.

Posted By Samantha on July 28, 2009, 5:28 PM

Wow... Sons of Maxwell, you guys are really talented! Ironically, yesterday's mail brought my first United frequent flier card. I'm considering sending it back to CEO Glen Tilton with a letter requesting that the account be cancelled. It's time for customers to take action to ensure that service providers either shape up or dry up.

Posted By Kurt on July 30, 2009, 1:00 PM