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Yo! British Air! Over Here!

Yo! British Air! Over Here!

British Air managed to separate my wife’s and my “high priority” bags from Prague to London, and hers was missing. The BA agent told us, consulting his computer, he was positive the bag was in Heathrow, and he would find it and send it on to us at our home in Rhode Island.

Indeed, in the Virgin Atlantic Club, I received a text telling me the bag was found and on a later British Air flight. When we landed, I had a new text telling me what firm was picking it up for delivery the next day.

Well, they certainly atoned for the error, right?

Yesterday, our interior designer arrived in late morning, inexplicably carrying our lost luggage. She had found it, forlornly abandoned, at the end of our 200-yard driveway.

BA delivered a bag from Prague to London to Boston to East Greenwich, RI, but came up 200 yards short, leaving it out there like an orphan running away from home

Yo! British Air! Ever hear of doorbells? Cell phones? Smoke Signals? Or do you think the bag can get home itself if it’s just close enough? When you tell people your fight goes to New York, do you land it in Miami and say, “Close enough for government work”?

© Alan Weiss 2012. All rights reserved.

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 3

  • Annette Williams

    October 13, 2012

    Another great example of how important it is to complete the transaction.

  • Joey Sargent

    October 14, 2012

    Sounds like they need a lesson on “running through the tape.”

    Who would they would blame if someone else decided to pick it up from the end of the drive? I can hear it now, “But we delivered it….”

  • Alan Weiss

    October 15, 2012

    Quality vs. quantity, output vs. input. We delivered another bag! Yes, but did the customer actually receive it? Was the customer happy with us?

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