responded appropriately to the video but was unfortunately much too late for
the incident. The airline should have at least made some sort of offer with
Dave Carroll rather than ignore him for several months. I would understand if
United decided to not pay for the guitar directly because many number of things
could have caused the guitar to break, it could have even been an attempt of
fraud. Even with these considerations, there is no excuse to not engage with an
upset customer in some way other than brushing them off.