Business Capstone Video Assignment

1.0 Executive Summary

This succinct report has been complied by a Professional Consultant for the senior management at United Airlines in regards to the Mr. Dave Carroll case.

The aim of this report is to accentuate the issues regarding Mr. Dave Carroll’s alleged claims against United Airlines in 2009 and provide appropriate solutions to the ultimately severe disaster.

* It will bring forward Core issues that were the epicentre of the incidences

* The main causes of these issues will be researched and identified

* The key decision criteria that needs to be in place and functioning for United Airlines in order to firstly prevent such issues arising and alert senior management when they do will be described

* Furthermore the alternatives that could be used to mitigate and eliminate these issues and causes if they slip through explained

* The recommended solutions for the situation faced by United Airlines, and finally

* The implementation and implications of the chosen alternatives.

2.0 Issues

2.1 Background

My in-depth analysis has discovered a series of issues that have arisen from the situation faced by your company. In order to get a comprehensive understanding of these issues it is crucial to understand the specifics and facts of the situation Mr. Carroll faced.

Mr. Dave Carroll and his band ‘Sons of Maxell’ were passengers on your flight from Halifax Stanfield International Airport to Omaha, Nebraska's Eppley Airfield. Mr. Carroll accused UA that his Taylor Guitar ($3500) was significantly damaged while in your custody in the layover between his flights. Mr. Carroll alleges that he heard a fellow passenger exclaim that baggage handlers on the tarmac at Chicago's O'Hare International Airport were throwing guitars, and he personally witnessed the alleged actions. Mr Carroll states that when he raised the matter at Chicago airport with a number of employees he was faced with “complete indifference towards him” (YouTube...