#FAIL No. 19: United Airlines’s Social Media Mistake

Engagement

The business of social media marketing, storytelling and gamification

Social Business

Integrating social business thinking and technologies throughout the enterprise.

Social Analytics

The business of social media listening, understanding and reputation

Sustainability

Social media meets social responsibility.

Social Commerce

Where social media relationships translate into transactions

Submitted by Social Media Influence on April 12, 2012 – 9:37 pm2 Comments

Dave Carroll’s cri de coeur over his broken guitar had United Airlines singing a sorry tune.

Buy the #FAIL ebook for Kindle readers on Amazon UK and Amazon. Nook also available. Paperback and ePub format now available on Lulu.

Social media can provide eureka moments for sustainable business | marketspace says:

August 18, 2012 at 11:31 am

[...] Carroll, memorably took to YouTube to complain about the airline failing to compensate him for a broken guitar. The mislaid child episode, compounded by the uncaring, clueless outsourced customer service [...]
Social media can provide eureka moments for sustainable business | Dean Davies says:

October 19, 2012 at 10:42 pm

[...] Carroll, memorably took to YouTube to complain about the airline failing to compensate him for a broken guitar. The mislaid child episode, compounded by the uncaring, clueless outsourced customer service [...]