jetcareers - View Single Post - Airline

TheWife · August 31st, 2004, 16:39

[ QUOTE ]
This is why I carry all the essentials in a carry-on. How many comedians make jokes about lost luggage? We're all aware that it happens, we just never expect it to happen to us. While it's technically not our fault when the airline looses our luggage, there are some intelligent things we can do to help ourselves out.

[/ QUOTE ] I am absolutely aware that luggage gets lost and I had immediate neccesities in the diaper bag (such as diapers and money and snacks) But what I was not aware of, is that you don't GET your luggage if you get stuck some where. See, if my luggage had been lost, but I wasn't stuck in Chicago, I would have either been in FL or been home. Then I would have had family there to pick me up and we could go to the store and get what ever we needed. Knowing that, I was comfortable with what I carried on the plane and with what I put on baggage check. SO if my luggage had been lost it wouldn't have been the end of the world.

HOWEVER, the problem was that I got stuck in Chicago, with a toddler, carseat, diaper bag, and stroller. And no luggage access. It NEVER occured to me that this could happen because I just always assumed they'd give it you. It was late at night by the time we got to the hotel, and I had no idea where anything in that city was, nor did I have a way to get to anything. So off to the gift shop I went. For $10 I could get 3 diapers that were 2 sizes too big for my son. For another $6 I could a trial size of deodorant. For $4 I could get a disposable toothbrush, etc. etc. As I said, it never occured to me that I would not have access to my things if I got stuck some where. It also never occured to me that I would have to pay for the hotel and meals. It cost us over $20 just to get some juice and bagels for breakfast, thank goodness I have credit cards, some people don't!

All my point was with that part of my story is that I think part of customer service is that you should let your customers know what to expect, what situtions could occur. Why not put on the ticket or website something like "It is our policy that customers do not have access to luggage should they miss a connecting flight, so we strongly enourage you to keep personal overnight items as well as money for food and accomodations with you on the airplane.". If I had read some thing like that, I would have been prepared. Now I know, of course, and so I can be prepared next time, but I think it's worth telling people upfront. Think of how much LESS angry people are when things aren't a shock to them. I was shocked and it was very hard to hear that, and not get mad, I didn't, but it was hard. Had I been told upfront, the whole thing would have gone a lot smoother. See what I am saying?

August 31st, 2004, 16:39	#58
TheWife Old Skool Join Date: Aug 2003 Location: Utah Posts: 4,180	Re: Airline - Quality service and ticket prices [ QUOTE ] This is why I carry all the essentials in a carry-on. How many comedians make jokes about lost luggage? We're all aware that it happens, we just never expect it to happen to us. While it's technically not our fault when the airline looses our luggage, there are some intelligent things we can do to help ourselves out. [/ QUOTE ] I am absolutely aware that luggage gets lost and I had immediate neccesities in the diaper bag (such as diapers and money and snacks) But what I was not aware of, is that you don't GET your luggage if you get stuck some where. See, if my luggage had been lost, but I wasn't stuck in Chicago, I would have either been in FL or been home. Then I would have had family there to pick me up and we could go to the store and get what ever we needed. Knowing that, I was comfortable with what I carried on the plane and with what I put on baggage check. SO if my luggage had been lost it wouldn't have been the end of the world. HOWEVER, the problem was that I got stuck in Chicago, with a toddler, carseat, diaper bag, and stroller. And no luggage access. It NEVER occured to me that this could happen because I just always assumed they'd give it you. It was late at night by the time we got to the hotel, and I had no idea where anything in that city was, nor did I have a way to get to anything. So off to the gift shop I went. For $10 I could get 3 diapers that were 2 sizes too big for my son. For another $6 I could a trial size of deodorant. For $4 I could get a disposable toothbrush, etc. etc. As I said, it never occured to me that I would not have access to my things if I got stuck some where. It also never occured to me that I would have to pay for the hotel and meals. It cost us over $20 just to get some juice and bagels for breakfast, thank goodness I have credit cards, some people don't! All my point was with that part of my story is that I think part of customer service is that you should let your customers know what to expect, what situtions could occur. Why not put on the ticket or website something like "It is our policy that customers do not have access to luggage should they miss a connecting flight, so we strongly enourage you to keep personal overnight items as well as money for food and accomodations with you on the airplane.". If I had read some thing like that, I would have been prepared. Now I know, of course, and so I can be prepared next time, but I think it's worth telling people upfront. Think of how much LESS angry people are when things aren't a shock to them. I was shocked and it was very hard to hear that, and not get mad, I didn't, but it was hard. Had I been told upfront, the whole thing would have gone a lot smoother. See what I am saying?