airlines doubled between 2013 and 2015, but even before that musician dave carroll was complaining about his flight the way he knows best, through music. ♪ united united ♪ you broke my taylor guitar >> united breaks guitars was the first of three music videos carroll uploaded in 2009 after the airline broke his guitar. the song went viral. it became a pr embarrassment for the airline. ♪ united breaks guitars >> since then according to the american customer satisfaction index report, united fared dismally among u.s. airlines for customer satisfaction. ♪ yeah united breaks guitars >> it's not just united. even though the airlines are increasingly coming under fire for bad service, profits soared 61% between the third quarter of 2014 and the same period in 2015. charlie is chairman of travelers united, a passenger rights group in washington. >> there are only four airlines which basically are controlling the air space in north america. that doesn't give us lots of choice. >> in 2008, as u.s. airlines started to merge into the four major players we have today, united, delta, american and sou