Does social media work?

I was extremely interested in a story I heard earlier that demonstrates the power of social media and, the ability of just about anybody to be heard. In fact, in one week this video has been viewed over 2,500,000 on YouTube, that's impressive and should make United Airlines customer relations department take some notice.

A band called Sons of Maxwell have produced the first of three songs about the fact that American Airlines broke his guitar whilst he travelled with them on a tour. The band witnessed baggage handlers throwing their guitars about while they were sitting on the plane and when they retrieved the baggage a $3500 Taylor guitar was badly damaged. American Airlines didn't deny it happened but they appeared not to care about it and the Band were getting nowhere with their complaint.

Here is the post on band member Dave Carroll's blog:

"In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didn’t deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss. So I promised the last person to finally say “no” to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United: Song 1 is the first of those songs. United: Song 2 has been written and video production is underway. United: Song 3 is coming. I promise."

You can watch the video here.

Before social media this would not have been possible, people simply didn't have this type of voice. Yes, I think social media works very well and I imagine United Airlines have similar views.