This is everywhere today, but it's still great. My fellow Canadian, musician Dave Carroll, was sitting in an airplane at O'Hare when he heard those words from another passenger. But I don't need to tell the story, as the music video does it very effectively.
Apparently United now says they get it, and wants to use the video for in house training on how to handle a customer complaint. I'd say the price for that would be at least $1200, plus production costs. See Shiny Objects for more information and links to stories about the saga.
I started writing this with Dave Carroll's website open, but when I went to click a link it 403ed, and then after a few minutes started redirecting to his myspace page so I assume the singer's personal site has been overwhelmed. The band is Sons of Maxwell, and that site is still up and you can buy their music there.