A trailer of the movie can be seen here. For the complete interview and insiders look at the film, click here.
Photo: Greg Gorman
When something goes wrong on a United Airlines flight, Barbara Higgins hears about it. And as the company's vice president of customer contact centers, she heard -- or rather saw -- trouble when she opened her inbox a few weeks ago and watched the above viral video United Breaks Guitars. But no one could have anticipated what happened next. I asked her to explain.
United Breaks Guitars is up to almost five million views on YouTube. What happened here?
We made a number of mistakes that, when added together, made terrific fodder for a video. But essentially Canadian musician Dave Carroll filed a claim with us when he discovered damage to his guitar after he flew from Halifax through Chicago to his gig in Omaha. When the claim was received, the standard 24-hour timeframe had passed. The 24-hour guideline is in place to ensure we can promptly identify and make amends for damage that happened while bags were in our care, while also protecting the company from fraud.
Just for the record, does United break a lot of guitars?
No, of course not. In fact, I think people would be amazed at our track record in which more than 99.95 percent of our guests' bags are delivered on time and with no damage whatsoever. That's like three to four bags every 100,000 guests. Of course any bag lost or damaged is one too many, but clearly our employees do great work safely transporting thousands of checked bags, including guitars, tubas and drums that belong to many Grammy award-winning musicians. We even fly precious cargo like flowers, fine wine and fruit across the ocean.
What regretfully happened was an anomaly, not the norm, and was clearly an unintentional accident.

On June 9, the Silk Road Ensemble with Yo-Yo Ma will present
a free outdoor concert in New York City at the Guggenheim Bandshell in Lincoln Center's Damrosch
Park. The concert will be broadcast live from New York over the PBS program
Live from Lincoln Center. Traveler writer Randy B. Hecht interviewed Ma about
his interest in music as a way to get to know the world.
Your recordings include music from Brazil to Mongolia.
Do you have a natural appreciation of such a wide range of musical sounds and
styles, or is that something you had to learn?
I don't tend to think in categories, so I've always been interested
in a variety of different music. I think the best way to learn about a
new style of music is to have a good guide, someone who can take me to the
inside of the music. Daniel Barenboim says that the best way to learn
something is to start from the inside and he's absolutely right.
The unfamiliar can be intimidating. How can the uninitiated gain
appreciation of "exotic" instrumental and vocal sounds and styles?
One of the things we think about at the Silk Road Project when we
program a concert is that we always want someone to hear something familiar to
them and we also want that person to hear something for the very first time. Which music is new and which music is familiar will be different for each
person, but we want every person in the audience to have both experiences.
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