What was the biggest mistake a company has ever made?

 

United Airlines not paying $1200 to Dave Carroll might be their worst decision ever.

After boarding a United Airlines flight, musician Dave Carroll got himself seated. He heard another passenger exclaiming that the baggage handlers were literally throwing the guitars.

After arriving at his destination, he opened the case to inspect his $3500 guitar and found broken and ruined which was beyond repairs.

Dave went through hell to try and get United to pay for their sins. After nine months of struggle he agreed to settle for $1200 flight voucher but later was informed by the airline that he wouldn't get it as he missed his 24 hours of reporting window at the time of his initial complaint.

However, this wasn't the case. He informed several airline executives when he was at the airport but everyone just ignored him.

He finally decided to make a music video about his horrible experience with United and called it 'United Breaks Guitars'.

The music video went viral and the airline gave his money but the damage to their reputation was already done.

And if you think that United only lost their reputation and not any big money than hear me out. 

The song gathered enough bad PR for the company that their stock was reduced by 10% costing the shareholders $180 million and this happened only within four days after the song was launched. 

With that money United could have bought Dave more than 51000 guitars.