Reflection on Social Media Case 12: United Breaks Guitars

Usually when talking about airlines you don’t hear many good things because it is hard to keep everyone happy but when it comes to United, they are usually always right in the middle of that conversation. I have never heard of this situation before with the guitar but I do remember hearing about the incident with the airlines forcing off the passenger and that was a big deal at the time. I do feel like the mantra of, “any press is good press” is right even with this situation because even though they have a bad reputation from something like this it causes the airline to drop their ticket prices or no one will fly with them. Once they drop the ticket prices people don’t care about what they did they are just interested in how they can get from point A to point B as cheap as possible. This causing an upsell in tickets I would feel like. I feel like United was a little late to come in after their stock value had already gone down and all they offered Dave was a guitar? Seems a little cheap to me. The article attached, https://www.theguardian.com/commentisfree/2017/apr/11/airlines-bad-customer-service-united-new-low, talks about how airlines are already bad and everyone knows that but United just set an all-time low with their latest incident while dragging a customer off the plane. There is also a video on the website. In the next article I have attached, https://thepointsguy.com/guide/best-and-worst-airlines-2017/, it rates the worst and best 10 airlines from 2017. Surprisingly United comes in at number 2. I usually fly southwest and have no complaints with them at all and they came in pretty low at number 6. It goes into detail with a point system on how they came up with this and it is hard to disagree with some of their points. In the end, I am one of those people that I don’t care what happened with the airline because everyone makes mistakes and I just want to get to where I am going as cheap as possible.