With the release of the latest passenger produced video slamming an airline – this time Delta – for poor customer service (see the video below of U.S. soldiers returning from Afganistan forced to pay $200 out-of-pocket per person in extra bag costs), it made me recall a recent observation from my business partner, Mike Panetta:
“Airlines must learn that passengers now have their own production, editing and distribution studios built into their mobile phones. With these tools, a documentary style video could be filmed, edited and distributed in the time of a single flight – While it may not have the ‘high’ production values of a 1970s airline disaster movie, the potential ramifications should give airline execs heartburn.”
This recent video is only just one example in a long line of passengers turning to YouTube to vent their frustrations at the airlines. Another of our favorites is the “United Breaks Guitars” videos filmed by a band who watched in horror as their guitars were thrown around the tarmac by United baggage handlers. Check it out:
