{"id":32309,"date":"2021-03-03T00:00:00","date_gmt":"2021-03-03T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/how-to-handle-lost-luggage-a-lesson-from-the-airlines\/"},"modified":"2024-01-17T10:03:16","modified_gmt":"2024-01-17T10:03:16","slug":"how-to-handle-lost-luggage-a-lesson-from-the-airlines","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service\/how-to-handle-lost-luggage-a-lesson-from-the-airlines\/","title":{"rendered":"How to Handle Lost Luggage: A Lesson From the Airlines"},"content":{"rendered":"\"How<\/a>It\u2019s been almost a year since my last business trip. I\u2019m excited as I\u2019m writing this article because I\u2019m about ready to take the first trip since the COVID-19 lockdown.\r\n\r\n\r\nI reflected on what I love about travel, and even some of what I don\u2019t love. Falling into the latter category of what I don\u2019t love is checking luggage. I\u2019m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. Many of us \u201croad warriors\u201d choose to be \u201cluggage minimalists\u201d and pack everything into one small piece of luggage that fits in the overhead. If the trip is under seven days, I can usually do it.\r\n\r\nMy memory of the few times my luggage was lost by the airlines includes waiting until I\u2019m the last guy standing at the baggage carousel. Then, realizing my luggage is lost, I head over to the baggage office where I wait behind a bunch of other people who have the same problem. None of us in that office are happy to be there. The anger and hostility<\/a> toward the airline \u2013 and unfortunately toward the person working the counter for the airline \u2013 can be felt in the air.\r\n\r\nApparently, those were the old days. My last lost luggage experience was more pleasant. So much so, that even though I was upset about the lost luggage, the way the airline handled was a pleasant surprise.\r\n

Here\u2019s what happened.<\/h3>\r\nOnce the plane landed and I turned my cell phone on, there was a text message from the airline informing me that my luggage didn\u2019t make my flight and would be on the next flight. The message also asked me to text back the address where I would be staying, and they would deliver the bag within a few hours after the flight landed. They also gave me a number to call with any questions.\r\n\r\nWhile I wasn\u2019t happy with losing my luggage, I was happy I didn\u2019t have to wait at the baggage claim carousel to find out and then deal with the line. Messaging is apparently the new way to deal with lost luggage. Furthermore, throughout the day I was sent updates from the airline until the luggage finally arrived that day. Of course, they sent me a final message confirming the luggage was delivered.\r\n\r\nI realize that sometimes the luggage is really lost. Even the airline might not know where it is. But, most of the time this is their new way of managing the passenger\u2019s experience, I like it.\r\n

What We Learned<\/h3>\r\n
    \r\n \t
  1. Be Proactive<\/strong> \u2013 When you know there\u2019s a problem, let the customer know right away.<\/li>\r\n \t
  2. Apologize<\/strong> \u2013 You must always do this!<\/li>\r\n \t
  3. Explain the Resolution<\/strong> \u2013 Let the customer know what you\u2019re going to do to resolve the problem.<\/li>\r\n \t
  4. Constantly Update<\/strong> \u2013 Don\u2019t be afraid to give too much information. Customers love information and updates about problems they are waiting to get resolved.<\/li>\r\n \t
  5. Finish Clean<\/strong> \u2013 When the problem is finally resolved, send one last message to close out the experience and thank the customer, once again.<\/li>\r\n<\/ol>\r\nProblems will happen in any business. In some cases, customers are happy to come back. Why? It\u2019s not just that the problem was resolved. It’s the way it was resolved.\r\n\r\n