Introduction of case study:
United break guitar protested songs by Canadian singer Dave
Carroll and his band, Sons of Maxell. It based on a real-life experience of how his
guitar was broken during a trip on united
airlines in 2008, because United baggage handlers
throwing their guitar out there and Dave immediately try to communicate with
staff of united but they denied by saying this it is not their responsibility
and asked him to other staff member of united. Base of Taylor had been smashed and Dave asked united to compensate his loss but the
response from the airline was worse first they put responsibilities on one on
another and after 9 months they refused to compensate. So he decided to launch
a unique protest against united by uploading three songs against united in
which he explained what happen with him. These songs became an instant YouTube
and I tunes hit upon its release in July 2009 and a public-relations
embarrassment for the airline. Due to which united bear loss of 180 million
dollar and 10% of its share value.
Then company spokesperson managing
director of customer solution telephoned Carroll Dave to apologies and offered
him to pay his loss which he overturned and suggested that give this money to
charity and as a good will gesture united donate 3000 dollar to
Thelonious Monk Institute of Jazz and asked permission from Carroll Dave
to use this video internally for training to learn from incident and change its
customer service policy.
study explain worse condition of aviation industry in North America and Europe
due to terrorist attacks of September 11, 2001.
In March 2009, the International Air
Transport Association (IATA) issued forecast for the industry predicting that
Airlines reacted by cutting costs wherever possible and by
unbundling services that
Had previously been included in the ticket price. Numerous
major carriers began Charging for checked baggage in 2009.
United air line was oldest commercial
air lines in United States. “In the 20th century, it had developed
by the industry and, alongside with other airlines, had experienced major
disruptions from attacks and supervisory changes. In 1997, United
Started Star Alliance with Air
Canada, Lufthansa, SAS and Thai Airways, the first such
Association for code sharing and
network advantages. In 2010, Star Alliance stayed the
Major and utmost popular airline
As part of the September 11, 2001
terrorist attacks, two United Airlines plane were
Takeover by terrorists one collided
into the South Tower of the World Trade Center in
New York City and the other crashed
in rural Pennsylvania.
As a consequence of the September 11 episode
and economic slowdown, United ran into
Severe financial struggle and filed
for chapter 11 bankruptcy protection in December 2002. The airline sustained their operations during its
bankruptcy, but was enforced to cut Costs harshly, laying off tens of thousands
of workers, closing city offices, canceling
Several existing and planned routes, and reducing the size of its fleet.
United took Benefit of its Chapter 11 status to negotiate cost decreases with workers,
suppliers, and contractors.