United Breaks Policy, Offers Money For Guitar

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United Airlines has offered to break its baggage loss policy and compensate a Canadian singer for his broken guitar. Dave Carroll became an Internet sensation last week when his music video entitled United Breaks Guitars went viral (more than two million views so far). In a follow-up video (70,000 views), Carroll says he’s gratified by the huge response, doesn’t want money from United and hopes the airline donates it to charity. He also empathizes with United baggage services manager “Ms. Irlweg,” whose first name hasn’t been released, saying she did a good job of representing the airline’s interests and policies. His dealings with Irlweg, however, will be the basis of a new video which he says will be a “light-hearted” look at his year-long battle with the airline.

Carroll and his band, Sons of Maxwell, of Halifax, were on their way to a gig in Nebraska last year when rough handling – in plain view of the the alarmed passengers – snapped the neck off band leader Dave Carroll’s $3,500 Taylor guitar. After a year of appeals for compensation, the video is the result. After the video went viral, Carroll was interviewed by most of the morning TV news programs and repeatedly told the hosts he wasn’t interested in money. He said the attention has resulted in numerous offers to write songs and perform.