I Love My AirTagsstring(17) "I Love My AirTags"

January 2, 2023
AirTags, BNI 8

Recently, I visited my daughter in Claremont, California.  When I landed in Ontario, my luggage did not make it on the flight.  My Apple AirTags showed they were still in Dallas so I went to the baggage claim desk pretty quickly.  They took a report.  When I walked out of the office, there were literally more than 50 people in line to file missing bag reports. 

Two days later, they told me the bags were on their way to Ontario.  My AirTags showed that one was still in Dallas.  They said “no, they are both coming.”  One showed up in Ontario and one stayed in Dallas just like the AirTags showed.

 

AirTags 1   

Airlines 0  

Three days later in the morning, they told me the second one was still in Dallas and They didn’t know when it would get to me.  About eight hours later, I called them to see what the status was.  They told me it had left Dallas.  I told them my AirTag showed that it was still in Dallas.  They said “No, it is on its way.”

I told them I could see it was stationary between Chick-Filet-A and Emmett Smith Sports.  It was probably in a luggage storage area one floor below those two outlets. 

They said that it had gone out on a flight already.  It hadn’t.

 

AirTags 2   

Airlines 0  

Several hours later, at 5:22 Pacific Time, my AirTag finally stopped pinging me from Dallas.  I called them and they said that the bag was actually still in Dallas.  Three hours later, I connected with them again and they said it was still in Dallas.  I told them that the last ping from my AirTag showed that it was on a taxi way in Dallas.  They said no, it was still in Dallas and was not on a plane (despite them saying that it had gone on a plane much earlier in the day).  While I was chatting with the agent, my AirTag said that my bag was now at the Ontario Airport in California.  She said “no, that’s not possible, it is still in Dallas.”  I thanked her and drove straight to the airport where the bag literally came out on the conveyor belt as I walked up.

 

AirTags 3   

Airlines 0  

I love my Apple AirTags.  I recommend them to anyone that wants to keep track of their bags, briefcase, dog (yes, my son-in-law put one in the dog collar of his young dog), or anything else you want to keep track of.

The "Friendly Skies" Are Backstring(39) "The "Friendly Skies" Are Back"

January 27, 2011
, , , , , , , , , , , , Business, Customer Service, Entrepreneurial Enterprise, Word of Mouth 2

Long lines, deteriorating service, flight attendants grabbing a beer and pulling the emergency exit handle to slide out onto the tarmac are part of our vision of airlines these days.

However, I had an experience last week that was truly amazing in this day and age.

My wife and I were flying on United from LAX to New Orleans for a business conference.  Before we were about to land, Rebecca, the flight attendant, handed me a business card from the Captain.  His name is Patrick Fletcher.  On the back of Captain Fletcher’s card was a handwritten note that said:

Flight 139, January 19, 2011

Mr. and Mrs. Misner,

It’s great to have you both with us today – Welcome!  I hope you have a great visit to New Orleans – we really appreciate your business!

Sincerely,

Pat Fletcher

Rebecca (who was a great flight attendant, by the way), told me the Captain wrote these notes to everyone who was a member of their premier level frequent flier club as well as all the 1st class passengers.  On this day, that was around 12 people.   She said he is great to fly with because he really treats the passengers AND the crew very well, mentioning that he had brought scones to all of them that morning.

I fly A LOT.  In the last 20 years, I’ve probably traveled on over 800 flights all around the world.  In that time, I’ve never received a personal note from the Captain.

Entrepreneurs and major corporations alike can learn from this story.  Personal service that goes above and beyond the call of duty, can generate great word of mouth.

Captain Fletcher – my hat’s off to you.  Well done.  I think this is a great example of how one person in a really large company can make a difference in a customer’s attitude.  Your note was creative and appreciated.  I hope to be flying with you again.

In the comments section below, please share with me a great customer service experience you have had and how it has impacted your conversation about that company with others.