United breaks guitars

If you google "united" and "guitars", you'll find a youtube hit with over 13 million views. The gist is that a songwriter's guitar was tossed around on a flight. Finding nothing but indifference from United's staff, he took to the internet to get his story out.

I'd guess that if you are an NMTA member, that you value customer service. You may even tout your "exceptional customer service" in your materials. My question: What are you doing to go above and beyond to not just satisfy customers but to know what customers want before they even ask? How are you tracking returning customers?

Here's the song. It's not bad. I'm glad that I'm not flying United anytime soon.