I’d really like your comments at the end of this one…
Here’s the story: over the weekend, one of my employees flew from Connecticut to points West – and, she checked a bag.
She said what happened next literally startled her.
The very nice US Airways agent at Bradley International asked her if there was “anything in the bag, such as medication or work related documents that you cannot do without for the next 24 hours.” The agent went on to say, “Look we don’t intend to lose your bag, but what if?”
At first, my employee was a little put off by these questions – and the suggestion that she and her bag might not be reunited anytime soon – but then she got to thinking and – well, keep reading…
As I said, she didn’t like the idea that an airline was saying, yes indeed, we COULD lose your bag – but as the agent pointed out, such things do happen – and she decided she liked US Airways’ candor.
Let me just note here that, in the past couple of years, US Airways has improved its “lost bag stats” tremendously – they’ve really done a bang-up job.
And yes, I like the airline’s candor, too. And I think most passengers respect honesty. No one wants to lost a bag – but wouldn’t you really appreciate a heads-up so you don’t also lose the things you really need, like medication?
And lack of candor breeds anger and resentment. Consider passengers who are told nothing about flight delays – wouldn’t you much prefer the candor of being told that the crew was late, or there’s a mechanical problem, or even better – that the delay will likely take X amount of hours, so you can make other plans?
I think that this kind of honesty – or candor – or transparency – is something we need more of, not less.
P.S. Her bag did not get lost.