It’s not just United.
Read this from classical guitarist Jonathan Dotson:
Coming home from Madrid yesterday I witnessed a young man, probably no older than 15, in tears as his brand new, handmade classical guitar was destroyed by the airline on its maiden voyage home. I had to catch my connection and get through customs so I couldn’t stick around to find out the outcome but I did advise the boy’s father to be persistent, and that there are federal laws protecting us from this type of disaster. Buena Suerte!#AmericanAirlines