wnbubbleboy
Veteran
I am in Mantenance and rarely see a customer but know there is a better way we could have handled this.
Just Fed-Ex the bottle and maybe pay around 14 bucks next day delivery and keep the PAX happy.
We do it here in BWI often. We find lost items during RON Check contact the Passanger if we can and Fed-Ex them lost item if they can't pick it up locally. If we can't find the passanger ID then we turn it over to Customer Service.
I've sent several library books we have found back to the pax's library as well.
Always on the comments I post "Thanks for Flying Southwest Airlines".
Reading this story IMHO, I have a feeling the bottle was disposed of via glass and not trash.
The Nowaks included a previous letter to Southwest, which described how they bought $173 worth of wine from a California vineyard, but an airline employee took it Jan. 7 because the bottles were improperly packed for travel.
The Nowaks said they left the wine at the Southwest counter and flew home. By the time they called back to inquire about shipping the wine to Elmhurst, they were told it had been "disposed" of.
In Southwest's letter to the Nowaks, Meredith Blair, an airline customer communications specialist, said that although it allows wine bottles to be transported in checked bags, they must be packed in specially designed boxes and wrapped in leak-proof plastic.
Because the Nowaks' wine was not properly packed, it was not allowed on the plane.
Blair apologized that the couple's trip to California had been marred by their loss of wine.
"I definitely understand that these bottles were more meaningful than most as they were selected right at the vineyard," Blair said.
She said the Nowaks had the option of arranging alternate shipping of the wine, or having a friend pick it up from the airport. Because they chose neither option in time, the wine was discarded.
"Although I understand you see it differently, the fact remains that a customer's failure to properly research our baggage policies and package their items in accordance with the requirements outlined doesn't constitute theft or create liability on our part," Blair said.
Still, Blair apologized for the "unexpected hassle," and sent the $200 travel vouchers as a gesture of goodwill. The Problem Solver will toast to that.
http://www.chicagotribune.com/news/columni...ll=chi-news-col
Just Fed-Ex the bottle and maybe pay around 14 bucks next day delivery and keep the PAX happy.
We do it here in BWI often. We find lost items during RON Check contact the Passanger if we can and Fed-Ex them lost item if they can't pick it up locally. If we can't find the passanger ID then we turn it over to Customer Service.
I've sent several library books we have found back to the pax's library as well.
Always on the comments I post "Thanks for Flying Southwest Airlines".
Reading this story IMHO, I have a feeling the bottle was disposed of via glass and not trash.
The Nowaks included a previous letter to Southwest, which described how they bought $173 worth of wine from a California vineyard, but an airline employee took it Jan. 7 because the bottles were improperly packed for travel.
The Nowaks said they left the wine at the Southwest counter and flew home. By the time they called back to inquire about shipping the wine to Elmhurst, they were told it had been "disposed" of.
In Southwest's letter to the Nowaks, Meredith Blair, an airline customer communications specialist, said that although it allows wine bottles to be transported in checked bags, they must be packed in specially designed boxes and wrapped in leak-proof plastic.
Because the Nowaks' wine was not properly packed, it was not allowed on the plane.
Blair apologized that the couple's trip to California had been marred by their loss of wine.
"I definitely understand that these bottles were more meaningful than most as they were selected right at the vineyard," Blair said.
She said the Nowaks had the option of arranging alternate shipping of the wine, or having a friend pick it up from the airport. Because they chose neither option in time, the wine was discarded.
"Although I understand you see it differently, the fact remains that a customer's failure to properly research our baggage policies and package their items in accordance with the requirements outlined doesn't constitute theft or create liability on our part," Blair said.
Still, Blair apologized for the "unexpected hassle," and sent the $200 travel vouchers as a gesture of goodwill. The Problem Solver will toast to that.
http://www.chicagotribune.com/news/columni...ll=chi-news-col
