Many people are frequently travelling the world, whether for business or pleasure, but how many of them are actually satisfied with the airline with which they are travelling. Do they feel that you are getting value of money?? Because here is an incident in which an individual, Kim, was not satisfied with an airline (SAA) business class services in which she received on the 30th of June 2013.
Kim is a frequent flyer on SAA airlines and was disappointed with to her ORT check in.She checked in at the ORT counter on Sunday 30th June 2013 for flight SA 260 to Frankfurt. She had booked an onward connection on a Star Alliance partner - Lufthansa for her flight to Rome. She had clearly asked for her baggage to be directed to Rome. The SAA representative had much trouble trying to work out how to manage this request but eventually called a colleague to assist. As Kim walked away from the counter, she realized that her baggage tag reflected that her luggage had been directed to Milan (MXP) and not to Rome (FCO) - fortunately she is well travelled and picked up this error. On her return to the check in counter - she brought this error to the SAA representative’s attention - BUT to her horror, the clerk responded, “Milan and Rome are the same place and that Kim shouldn't worry”. After Kim insisted that Rome and Milan are not the same destination - she changed the baggage tags and rectified the problem by going down to the luggage area and physically changing the tags herself. To her credit, she left a message on the system that Kim received as she boarded - saying that the error had been rectified and that her suitcase was on the correct flight.
An incident such as this really makes one realize why so much baggage goes astray. Check in staff need to brush up on their country codes to alleviate frustrated passengers who arrive at their final destinations without luggage. This costs the airlines lots of time and money when compensating passengers.
I have written this article and hope that the airline takes action from this constructive criticism. It is imperative that check in staff be thoroughly trained before being let loose on passengers baggage. If anyone has had a similar experience to Kim please could you respond/comment.
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