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United Airlines Meets Web 2.0

I have previously blogged about online reputational management, but a more recent event came my way today, and I thought it was interesting to see the effects over a longer term, and the dismal response from the company involved.

Last year United Airlines hit the press about breaking somebody's guitar.

Not such huge news probably, United has lots of passengers, and probably damages lots of bags, but this guitar belonged to a singer who made a song and video about his trials.

The result was a MASSIVE fallout for United, with the video on YouTube getting millions of hits, and the story even making CNN.

What truly amazes me is when I search for "United Breaks Guitars" on Google, there are hundreds of results about this story, but nothing I can see from United.

Heck, there is even a Facebook and Wiki page about it now!



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