Passenger uses YouTube to get United's attention

A Canadian musician who's tired of United Airlines stringing him along is belting out his case against the company on YouTube.

On Monday, Dave Carroll posted a music video, "United Breaks Guitars," detailing his frustrating experience attempting to get the airline to pay the $1,200 to repair the Taylor guitar that he says United workers at O'Hare broke last year.

He'd said he got the runaround until the airline gave its final answer: It won't pay.

The video, though, has now gotten the attention of United's top brass, along with nearly 170,000 viewers.

The result: United is talking to Carroll to "make what happened right," said Robin Urbanski, a spokeswoman for the Chicago-based airline.

"While we mutually agree this should have been fixed much sooner, Dave's excellent video provides us with something we can use for training purposes to ensure that all customers receive better service for us," she said.