Back in 2009: https://en.wikipedia.org/wiki/United_Breaks_Guitars https://en.wikipedia.org/wiki/United_Breaks_Guitars "Rob Bradford, United's managing director

Back in 2009: https://en.wikipedia.org/wiki/United_Breaks_Guitars https://en.wikipedia.org/wiki/United_Breaks_Guitars "Rob Bradford, United's managing director of customer solutions, telephoned Carroll to apologize for the incident and to ask for permission to use the video for internal training. United claimed that it "hoped" to learn from the incident, and to change its customer service policy accordingly" Didn't help apparently