The Zombie Business Cure

INTRODUCTION

Don’t Be a Zombie

Now that zombie emojis exist, we plan to use them whenever we talk about airlines.

Exhibit A: United Airlines. In March 2008, Canadian country singer Dave Carroll and his band mates were waiting to deplane when they heard a woman behind them say, “My god they’re throwing guitars out there.”¹ Alarmed, the band looked out the window to discover that, indeed, United baggage employees were recklessly handling their musical equipment during a layover. When Carroll arrived in Omaha, Nebraska, he discovered that his $3,500 guitar had been damaged during transport. After nine months of negotiation—emails, letters, and phone calls—the airline continued to argue that Carroll did not make his claim within the required 24-hour ...