Customer Experience Consultant

Allow me to share a recent experience with you.

My luggage was lost by an airline on a recent trip to Sierra Leone. I was travelling to run a marathon that I had been training for 6 months for, following an accident that left me with a knee that by all accounts, was hanging on by a thread.

Everything I had used in preparation for the race was in my bags. My kit, my fuel…my knee supports.

I was in contact with the airline's customer service desk every day of the trip. Annoyingly, each interaction felt like starting from scratch. There was no history of my previous conversations and I had to explain my situation to a new person every time. It was hugely disheartening and all the apologies in the world couldn't make up for the fact that I had not had my bag returned to me.

Finally, on the day I was flying back home, I got my bags back. But the whole experience left me feeling pretty irate.

Shining a Light on the Blind Spots

My encounter wi...