You now have the Guitar Man's back story. And you have probably figured out by now that I'm going to tell you why the Guitar Man's story really didn't change everything vis-a-vis Social CRM as we have been led to believe.
As I build the case on what it did and didn't change, I need to share more information with you. First, the situation did not evolve in an 'Internet minute' as we have thought. In fact, the incident in question happened in March 2008 and the famous "United Breaks Guitars" video was uploaded to YouTube in July 2009. More than a year had transpired.
Next, Guitar Man's quest for compensation was denied because 1) he did not report the damage upon arrival, 2) he failed to report the incident within 24 hours, and 3) he did not show the damage to an airline employee. In short, the only thing the airline had to work with was the Guitar Man's good word.
I don't personally know Guitar Man nor do I have reason to believe he isn't the most honest of individuals. However, the airline has a right to protect itself from fraud. Therefore, a passenger making a claim has some responsibility to provide proof.
Now that you know more of the story, do you feel the Guitar Man was just to take his grievance to the media? I don't think so. There is more to this story . . . stay tuned.
Follow Gary Lemke on Twitter - @lemke.
Publish Date: October 21, 2011 9:55 AM