The Buck Stops Where?

Are your clients getting their money's worth?

On a recent trip north, I ran into a problem commonly experienced by many who have traveled via airline - the dreaded ‘lost bag'. First, let me say that as a general rule, I rarely check my bag. Unfortunately, on this particular occasion I was booked on an airline with which I had no status, so I had to board at the end of the line (first mistake). I boarded the plane, only to discover all the overhead bins were full so I had to ‘gate check' my bag. When I finally arrived at my destination - no bag.

The airline representative was empathetic and very nice, and ensured me they would locate it and deliver to my hotel. However, the next morning came and went... still no bag! I called the direct number and got their voice mail. I called again at lunch and finally reached someone. She informed me that they'd located my bag in Providence, RI - she said the tag fell off so they didn't know where to send it.

I couldn't resist asking "OK, so why did you put it on a plane to Providence?" She replied that it was redirected, and they would bring to the hotel after 5pm.

At 6pm when I arrived at the hotel - no bag. I called the direct line yet again (hey, it was past 5pm right?) and got their voicemail. I left a message that I was changing hotels and gave a new delivery address. As I was driving to the new hotel, I realized it was only five miles from the airport, so I decided to stop by and pick it up myself.

There was no line at the claims office - only a man sitting behind the desk reading the paper. I handed him the claim ticket for my missing bag. After checking in the back, he returned with his supervisor and said, "That bag just went out to be delivered." I asked, "...to the hotel I left on your voicemail?"

The supervisor said, "We haven't gotten your voice message." When I asked why, she simply replied, "We've been busy and haven't had time to check our messages." At that exact moment she looked down at a message light flashing on one of the phones ...the same phone sitting right in front of the clerk reading the paper. Now embarrassed and apologetic, the supervisor took the necessary steps to ensure my bag was delivered to my new hotel (at 8pm).

I informed my travel agent to only schedule me on this airline as a last resort in the future. My question is: is this an employee problem or a management problem? With all the bad news about the economy, why are companies and people in the service industries complaining more, but not digging down and going the extra mile to do their part? Are we a nation of lazy, whining workers who want more, but who are not willing to do more to get it?

As a sales professional and consumer, I cringe at the thought that someone else might suffer this level of disregard for the consumer experience. I know that I certainly will not fly with this airline again, or spend another hard-earned dollar with any company that is not willing to go the extra mile for me!